Last Updated: 20 July 2026 

 

This policy explains how cancellations, returns and refunds are handled for purchases of the Emergency CORE Bag.

 

The Emergency CORE Bag is supplied only to businesses, charities, public bodies, other organisations and self-employed individuals purchasing for workplace, professional or organisational use. We do not currently accept orders for personal or household use.

 

This policy should be read alongside our Website Terms and Conditions and Shipping & Delivery Policy.

 

1. Cancelling an order before dispatch

If you wish to cancel an order, please contact us as soon as possible and ideally within 24 hours of placing it.

 

We prepare orders promptly and cannot guarantee that a cancellation request will be received before shipping arrangements have been made.

 

If we accept your cancellation:

• where no shipping costs have been incurred, we will refund the full amount paid;

• where shipping, carrier booking, or collection costs have already been incurred, we will refund the price paid for the Emergency CORE Bag but those shipping costs will be non-refundable; and

• if we are able to recover any shipping costs from the carrier, we will refund the amount recovered.

 

An order is not considered cancelled until we have confirmed the cancellation in writing.

 

2. Orders that have been dispatched 

Once an order has been dispatched, there is no automatic right to cancel or return it because you have changed your mind.

 

We may agree to accept a change-of-mind return at our discretion. To request one, please contact us within five business days of receiving the order.

 

Please do not send anything back until we have confirmed that the return has been accepted and provided the return instructions.

 

Where we agree to accept a return:

• the original shipping charge will not be refunded;

• you will be responsible for arranging and paying for return shipping;

• the order must be returned within the timeframe specified in our return authorisation;

• the Emergency CORE Bag and all its contents must be complete, unused and in their original condition;

• sealed individual products must remain sealed;

• the products must be securely packaged for return; and

• you remain responsible for the products until they are received by us.

 

We recommend using a tracked and appropriately insured delivery service, particularly because of the size, weight and value of the Emergency CORE Bag.

 

3. Damaged, incomplete, or incorrect orders

Please inspect your order promptly after delivery. 

 

If the order appears to have been damaged during delivery, contains missing products or is not what you ordered, please contact us within two business days of delivery, where reasonably possible.

 

Please provide:

• your name and organisation;

• your order number;

• a description of the issue;

• photographs of the bag, affected products and packaging; and

• details of any visible damage to the shipping packaging.

 

Please retain the bag, its contents and the original shipping packaging while we investigate. We may need this information to raise the issue with the carrier or supplier.

 

Once we have assessed the issue, we will provide an appropriate resolution. Depending on the circumstances, this may include:

• replacing a missing or damaged individual item;

• replacing the affected Emergency CORE Bag;

• arranging and paying for a return;

• providing a partial refund; or

• providing a full refund for the affected product.

 

We will cover reasonable return shipping costs where we have confirmed that the product is faulty, damaged in transit, incorrectly supplied or materially not as described.

 

4. Faults discovered after delivery

If you discover a fault that was not reasonably visible when the order arrived, please stop using the affected product and contact us as soon as reasonably possible.

 

Please provide your order number, details of the fault, photographs where relevant, and the product batch or reference number if available.

 

Do not dispose of or attempt to repair the affected product unless we instruct you to do so.

 

We will investigate the issue and provide an appropriate remedy based on the nature of the fault and the affected product.

 

This policy does not cover damage or deterioration caused by:

• misuse or inappropriate use;

• failure to follow instructions or warnings;

• unsuitable storage;

• failure to inspect or maintain the bag;

• continued use after a product has expired;

• unauthorised modification or repair;

• accidental damage after delivery; or

• normal wear and tear.

 

5. Product safety concerns

Stop using a product immediately if you believe that it may be unsafe.

 

Contact us at emergencycorebag@outlook.co.uk and provide as much information as possible, including:

• the product name;

• the order number;

• the batch, lot or reference number;

• photographs;

• details of what happened; and

• whether anyone was injured or required medical attention.

 

This information helps us investigate the issue and determine whether any wider action is required.

 

6. Refunds

Approved refunds will be made to the original payment method.

 

We will normally process a refund within 10 business days after:

confirming the cancellation of an order that has not been dispatched; or

receiving and inspecting an authorised return.

 

Your bank or payment provider may take additional time to show the refund in your account.

 

For an approved change-of-mind return after shipping:

• we will refund the amount paid for the accepted returned products;

• the original shipping charge will not be refunded; and

• return shipping costs will not be refunded.

 

Where a product is confirmed to be faulty, damaged in transit, incorrectly supplied or materially not as described, the refund or other remedy will include any reasonable shipping costs that we have agreed with you.

 

7. Returns

Returns must be sent only to the address provided in our written return authorisation.

 

Please include your order number and return authorisation details inside the package.