Change-of-mind cancellations, faulty goods and refund procedure

1. Overview

We want you to be confident ordering from EVO TAC. This policy explains how consumers can cancel an online order, how to return an item and what happens if goods are faulty, damaged, not as described or unfit for purpose. Your statutory rights are not affected.

2. Change-of-mind cancellation

If you are a consumer, you normally have 14 days after the day you receive your goods to tell us that you wish to cancel. You do not need to give a reason. If one order arrives in separate deliveries, the period runs from the day after the last item arrives.

1. Email info@evo-tac.com within the cancellation period. Include your name, order number, the goods being returned and a clear statement that you are cancelling.
2. Wait for return instructions and, where supplied, a returns reference. The return address is RPSK9, 12 Main Road, Hawkwell, Essex, SS5 4JN, United Kingdom, unless we give you a different operational returns address.
3. Send the goods back within 14 days after telling us you are cancelling. Obtain proof of postage and package the goods securely.

3. Condition of change-of-mind returns

You may inspect goods as you reasonably would in a shop. You are responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. In particular, please avoid outdoor use, training use, bite work, operational deployment, contamination with hair, mud or odour, washing, alteration, or removing tags more than necessary to inspect fit and construction.

We may make a lawful deduction from the refund for diminished value. This does not remove your right to cancel merely because packaging has been opened, except where a specific legal exception applies.

4. Items excluded from change-of-mind cancellation

The statutory change-of-mind right does not apply to:

• goods made to your specifications or clearly personalised; and
• sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed, but only where the legal exception genuinely applies.

These exclusions do not affect your rights if goods are faulty, misdescribed or otherwise do not conform to contract.

5. Return postage

For a change-of-mind return, you are responsible for the direct cost of returning the goods. Use an insured or tracked service appropriate to the value, because you are responsible for the return until it reaches us. If goods are faulty, damaged in transit, misdescribed or otherwise non-conforming, contact us before returning them; we will provide a reasonable return method or reimburse reasonable return costs.

6. Refunds for cancelled orders

For a valid consumer cancellation, we will refund the price paid and the cost of our least expensive standard delivery option. We do not have to refund any extra amount paid for premium delivery.

We will refund without undue delay and no later than 14 days after we receive the returned goods or, if earlier, 14 days after you provide evidence that you sent them back. We may withhold the refund until then. Refunds are made to the original payment method unless you expressly agree otherwise. Processing time after we issue a refund depends on your payment provider.

7. Faulty, damaged or misdescribed goods

Please email info@evo-tac.com with your order number, a description of the issue and, where useful, photographs. Do not continue using equipment if it may be unsafe.

Goods must be of satisfactory quality, fit for purpose and as described. Consumers may have a 30-day short-term right to reject non-conforming goods for a refund. After that, or where appropriate, you may be entitled to repair or replacement and, if the legal conditions are met, a price reduction or final right to reject. We will bear reasonable return costs for goods validly rejected as non-conforming.

Damage caused by misuse, incorrect sizing or fitting, ignored instructions, unauthorised modification, accidental damage or fair wear and tear is not a manufacturing fault, but we will assess each case fairly and without limiting statutory rights.

8. Exchanges

Unless we agree otherwise, the simplest way to change size or product is to return the original item under this policy and place a new order. Any exchange is subject to availability.

9. Business purchases

The statutory 14-day cancellation right applies to consumers, not purchases made wholly or mainly for business purposes. Business returns for convenience require prior written approval. Rights concerning defective goods and any agreed warranty remain subject to the applicable contract and law.