Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

The returns process

Please drop us an email to returns@basingstokescoutshop.org.uk detailing what you are returning, if you'd like a refund or exchange and be sure to include your order number. Please note that returns will need to be sent to the following address: Basingstoke East Scouts, The Clock Tower, Chineham Centre, Basingstoke, RG24 8BQ. You can also take your return to our store located at Base 2000, Carpenters Down, Basingstoke, RG24 9AQ.

You will need to cover the cost of your return and may use a carrier of your choice. Please ensure you get proof of sending and have enough insurance on the return. We are unable to accept responsibility for any looses until the return is with us. 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Alternatively take your item to our store located at Base 2000, Carpenters Down, Basingstoke, RG24 9AQ where an exchange can be processed in person.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@basingstokescoutshop.org.uk.

Uncollected Click & Collect Orders

Orders that have been selected for collection from our shop in Basingstoke will be notified when the order is ready for collection. These orders will be held in the shop for a period of 30 days. If the order is not collected within the 30 day period then we will cancel the order and automatically process a refund of any payment which has been made towards the order.