Refund policy
Returns & Refunds Policy
Sizing — Please Check Before Ordering Uniforms, boots, belts, and helmets use European/Asian sizing, which may differ from sizing charts in your country, and several items require you to specify height/waist measurements when ordering. Please check the size guide on each product page carefully. The customer is responsible for making sure that they order the correct size needed.
Damaged, Defective, or Incorrect Items If your item arrives damaged, defective, or different from what you ordered, contact support@sentrysurplus.com within [14] days of delivery, including your order number and photos of the issue. We'll offer a replacement or full refund (including original shipping costs) — in most cases without needing the item returned to us.
Change of Mind or Incorrect Size Selected If you're in the UK or EU, you have a legal right to cancel most online orders within 14 days of receiving them for a full refund of the item price, even for change-of-mind reasons — this is a statutory right under UK/EU consumer protection law and applies regardless of what a store's returns policy says, with limited exceptions (see below). To keep things simple, we apply the following policy to all orders worldwide:
- You may request a return within 14 days of delivery for unused items in their original packaging.
- Return shipping costs are the buyer's responsibility, and original outbound shipping costs are non-refundable.
- Once we receive and inspect the returned item, we'll refund the item price to your original payment method within [5–10] business days.
Items That Cannot Be Returned Custom or personalised items — including custom name tags, custom patches, and any made-to-order items — cannot be returned or refunded unless faulty or damaged on arrival. This exclusion is permitted under UK/EU consumer law for made-to-order/personalised goods.
How to Start a Return Email support@sentrysurplus.com with your order number and the reason for return, and we'll send you instructions.