Refund policy

Last updated: 7 October 2026

This policy explains how cancellations, returns and refunds work for orders from StandbyKit at standbykit.co.uk. Our kits contain safety and hygiene items, so some of them can't be returned once opened. Please read this before you order. Nothing in this policy affects your legal rights.

1. Changing your mind

You can cancel your order at any point from when you place it until 14 days after the day your kit is delivered.

  • Before we dispatch: email us and we'll cancel the order and refund you in full. Nothing needs to come back.
  • After delivery: email us within 14 days of delivery to say you want to cancel. You then have a further 14 days to send the kit back to us.

To cancel, email hello@standbykit.co.uk with your name, your order number and a clear statement that you want to cancel. You can use the cancellation form at the bottom of this page, but you don't have to.

2. Sending a kit back
  • You pay the return postage if you change your mind. A kit is a large parcel, so please bear this in mind before you order.
  • Please email us before you post anything. We'll reply with the returns address and a return reference for your parcel.
  • Use a tracked service and keep your proof of postage. The kit is your responsibility until it reaches us.
  • Send everything back in the crate or holdall it came in, with all the items and the printed guide.
3. Sealed items

For health protection and hygiene reasons, these items are sealed when they leave us. Depending on your kit, they include:

  • the first aid kit
  • hand sanitiser and wet wipes
  • water purification tablets
  • ration packs

Once you break the seal on any of these after delivery, your right to cancel no longer applies to that item. You can still return the rest of the kit, but we won't refund opened sealed items. We'll tell you the amount before we process your refund.

4. Used or handled items

You're welcome to open your kit and check everything, as you could in a shop. If anything has been handled more than that, we'll reduce your refund to reflect the drop in its value, up to the full price of that item. For example, if:

  • the power bank has been charged or used
  • a torch or the radio has been used beyond a quick check that it works
  • batteries have been taken out of their packs
  • the printed guide has been written in, torn or marked
  • anything is missing, damaged or dirty
  • the kit comes back without its crate or holdall
5. Your refund
  • We'll refund the price you paid for the returned kit, less any reductions under sections 3 and 4.
  • Standard delivery is free, so there is no delivery charge to refund.
  • We'll pay your refund within 14 days of receiving the kit back. If you send us proof of postage first, it will be within 14 days of that.
  • Refunds go back to the original payment method. We never charge a fee for a refund.
  • If the kit was a gift, the refund goes to the person who paid for it.
6. Faulty, damaged or wrong items

If anything arrives faulty, damaged or not as described, we'll put it right at no cost to you. Email us with your order number and a photo of the problem.

  • The quickest fix: we'll send a free replacement for the faulty or damaged item, usually dispatched the next working day. You won't need to send the whole kit back.
  • Damaged in transit: please tell us within 7 days of delivery and keep the packaging. This helps us claim from the courier.
  • If we need a faulty item back, we'll pay for the postage.
  • Normal wear, batteries that have been used up, accidental damage, misuse or not following the instructions are not faults.

Your rights under the Consumer Rights Act 2015 still apply. You can reject faulty goods for a full refund within 30 days of delivery. After 30 days you're entitled to a repair or replacement first, then a refund or price reduction if that doesn't put things right. A fault that appears within six months of delivery is presumed to have been there at delivery unless we can show otherwise.

7. Parcels that come back to us

If you refuse delivery or don't collect your parcel and it's returned to us, we'll treat this as a cancellation. We'll refund you once it's back with us, less the cost of returning it to us.

8. Business orders

If you buy as a business, for example as a landlord, letting agent or employer, the 14-day right to change your mind doesn't apply. We'll still put right anything that's faulty or damaged.

9. Orders through eBay

If you bought from us on eBay, please start your return through eBay. eBay's return process applies to those orders.

Contact

StandbyKit
hello@standbykit.co.uk

Cancellation form

Only fill in and send this form if you want to cancel your order.

To: StandbyKit, hello@standbykit.co.uk
I give notice that I cancel my contract of sale of the following goods:
Ordered on:
Received on:
Order number:
Name:
Address:
Signature (only if sent on paper):
Date: