Refund policy

At The Old Kitbag, we want you to be happy with your purchase. Many of our products are genuine military surplus and may have been previously issued or used. We aim to describe the condition of every item as accurately as possible and clearly identify significant wear, defects or imperfections where applicable.

This policy does not affect your statutory rights.

Changing your mind

If you are a consumer purchasing online, you have the right to cancel your order without giving a reason.

You must notify us that you wish to cancel within 14 days of receiving your order.

Once you have notified us, you must return the goods to us within the following 14 days.

To request a return, contact:

returns@theoldkitbag.co.uk

Please include your:

Order number
Name
Item(s) you wish to return

We will provide you with the appropriate return instructions and return address.

Please do not send a return without first contacting us.

Condition of returned items

You may inspect an item in the same way you reasonably would in a physical shop.

Returned products should, where reasonably possible, be returned with any labels, packaging and accessories supplied with them.

We may make an appropriate deduction from the refund where the value of an item has been reduced because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality. UK distance-selling legislation specifically permits a deduction for diminished value caused by excessive handling.

For clothing, we therefore recommend trying garments on indoors and avoiding removing labels, washing, altering or wearing them beyond what is necessary to determine fit.

Genuine military surplus

A significant proportion of our stock consists of genuine military surplus.

Unless an item is specifically described as new, unused or unissued, surplus products may display reasonable signs of previous storage, issue or service use.

Depending on the condition stated in the product listing, this may include characteristics such as:

minor fading or colour variation;
signs of previous laundering;
small marks or cosmetic wear;
service or ownership markings;
minor wear to hardware, fastenings or fabric;
variations between manufacturing batches.

These characteristics do not automatically indicate that an item is faulty where they are consistent with the condition and description under which the item was sold.

However, this does not limit your statutory rights where an item is faulty, damaged, unsafe, materially different from its description or otherwise does not meet the requirements of the Consumer Rights Act 2015.

Return postage for change-of-mind returns

Unless we state otherwise, customers are responsible for the cost of returning goods where they have simply changed their mind.

We strongly recommend obtaining proof of postage and using an appropriate tracked service.

You remain responsible for taking reasonable care of the goods while they are in your possession and during the return process.

Faulty, damaged or incorrectly supplied goods

If an item arrives:

faulty;
damaged;
materially different from its description; or
different from the item you ordered,

please contact us at customerservice@theoldkitbag.co.uk as soon as possible.

Please include your order number and, where useful, photographs showing the issue.

Where goods do not conform to the Consumer Rights Act 2015, your statutory remedies apply. In most circumstances consumers have a 30-day short-term right to reject faulty goods for a refund; after that period, rights to repair or replacement and, where appropriate, a price reduction or final right to reject may apply.

Where a return is required because the item is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, The Old Kitbag will bear the reasonable cost of returning the goods.

Refunds

Once your return has been received, we will inspect it and process the appropriate refund.

For a valid cancellation under the Consumer Contracts Regulations, we will refund:

the price paid for the returned goods; and
the basic outbound delivery charge applicable to the order, where required by law.

If you selected a more expensive delivery service than our least expensive standard delivery option, we are not required to refund the additional premium delivery cost.

Refunds will normally be made to the same payment method originally used to place the order, unless otherwise agreed.

We will process a cancellation refund without undue delay and no later than 14 days after receiving the returned goods or receiving evidence that they have been sent back, where applicable.

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

Exchanges

Because genuine surplus stock is often available only in limited quantities, we cannot guarantee that another size or equivalent item will be available.

If you require a different size, contact us at customerservice@theoldkitbag.co.uk.

Where suitable stock is available, we may be able to arrange an exchange. Otherwise, you can return the original item for a refund in accordance with this policy and place a new order.

Cancelling before dispatch

If your order has not yet been dispatched, contact us at sales@theoldkitbag.co.uk as soon as possible.

Where possible, we will cancel the order before it leaves us and issue the appropriate refund.

If the order has already been dispatched, you can still exercise any applicable statutory cancellation rights once it arrives.

Items that cannot normally be returned following a change of mind

Certain products may be excluded from the statutory cancellation right where an exemption under consumer law applies—for example, certain sealed goods that are not suitable for return for health-protection or hygiene reasons once the seal has been broken, or goods made to the customer's specifications or clearly personalised.

Where an exclusion applies, this will be made clear before purchase.

This does not remove your rights where an excluded item is faulty or not as described.