Returns and Refunds


Returning items to us
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Due to the customised nature, personalised products are ineligible for return once they have been produced.

To complete your return, we require an order number and order confirmation along with a returned product.

Please send your purchase to:

RBLI Shop
Royal British Legion Industries
Hall Road
Aylesford
Kent ME20 7NL

You will be responsible for paying for your own shipping costs to return your item. Shipping costs are non-refundable.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

 

Damaged or faulty goods
Our policy lasts 30 days for damaged or faulty goods and 1 year for electrical items. If more time has elapsed since the receipt of your purchase, unfortunately we can’t offer you a refund or exchange. 

Refunds
As per your consumer rights, you have a 14-day cooling off period for online purchases.  If your order has been shipped, you must return it to us following the Returns procedure (above) to receive a refund.
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. The items must be in their original packaging and in saleable condition.

If you are approved, then your refund will be processed, and a credit will be applied to your original method of payment, usually with a few working days but this will depend on the processes of your bank.

If you cancel your order before shipping we will process a refund within 14 days of this being cancelled. We will inform you if the item has already shipped in which case you should proceed with a return.


Late or missing refunds
Please only do the following once you have received confirmation of a refund.
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company and your bank. it may take some processing time before your refund is officially posted.
If you have taken these steps still not received your refund, please contact us at shop@rbli.co.uk


Exchanges
We do not operate an exchange policy but if you receive damaged goods please contact us and we will assess how best to progress the situation to ensure you are satisfied. Once the outcome is agreed, please send your item back to the above returns address.

 

Missing orders
If you do not receive your item, please contact shop@rbli.co.uk to let us know within 30 days of purchase. If 30 days have passed, unfortunately, we will not be able to replace the item for you.