Faulty & Damaged Items PolicyUpdated 4 months ago

If you think that the item you've received is damaged or faulty, please follow the action steps below:

1. Contact Us:
   Reach out using the contact details on our website within 14 days of receiving your product. Include:
   • A full description of the fault
   • Any relevant images
2. If it's a wearable item, tech or equipment/accessories, we might include the brand at this point to investigate this with us. We also might ask you to be in contact with the brand directly if it's believed to be a manufacturing issue. This process might take longer than normal returns. 
3. If we, together with the brand, confirm that your product may be faulty, we’ll ask you to send it back to us, including:
   • The faulty product
   • Any accessories, manuals, or documentation that came with it
4. We will inspect the returned product.
   • If Found Faulty: You will receive a full refund (including shipping costs) or may request a replacement. This new item might be sent directly from the brand.
   • If Not Faulty: If we determine it is not faulty due to misuse, wear and tear, or failure to follow manufacturer instructions, we will return it to you at your cost.
5. Refund Method:
   Refunds will be credited back to your original payment method unless you request otherwise (and we approve the request).
6. Compliance:
   Ensure you follow these steps; otherwise, we may issue only a partial refund or no refund at all.

Please see more below or here:
In these terms, we also refer to Aid Station as “our”, “we”, or “us”. And you are you!

1. (Faulty products) The following process applies to any Product you believe to be faulty.
   1. If you believe your Product is faulty, please contact us using the details provided on our Website with a full description of the fault (including images) within 14 days of receiving your Product.
   2. If we determine that your Product may be faulty, we will request that you send the Product back to us for further inspection, including any accessories, manuals, documentation or registration shipped with the Product. We reserve the right to further inspection before deeming a Product faulty.
   3. If we determine in our reasonable opinion that the Product is not faulty, or is faulty due to fair wear and tear, misuse, failure to use in accordance with the manufacturer’s instructions, or failure to take reasonable care, we will refuse your return and send the Product back to you at your cost.
   4. If we determine that the Product is faulty, you will be credited the full amount paid (including shipping costs) and you may request a replacement or refund. All refunds will be credited back to your original method of payment unless you request otherwise and we approve this request.
   5. If you fail to comply with the provisions of this clause in respect of a faulty Product, we may, in our absolute discretion, issue only a partial refund or no refund in respect of the faulty Product.
   6. Nothing in this clause is intended to limit or otherwise affect the operation of any manufacturers’ warranties which you may be entitled to or any of your rights which cannot be excluded under applicable law.