Refund and Returns Policy

Our promise in plain terms

We want you to be happy with your purchase. If you are a consumer in the EU, you have a legal right to change your mind within 14 days, and separately you are always protected if an item arrives faulty. This page explains both and how to return something to us.

If anything here is unclear, email us at RETURNS CONTACT EMAIL before you return anything, and we will help.

1. Your right to cancel (14-day withdrawal)

As a consumer buying online in the EU, you are entitled to cancel your order within 14 days without giving any reason.

The cancellation period:

• For a single item, 14 days from the day you (or someone you nominate) receive the goods.
• For an order of multiple items delivered separately, you have 14 days from the day you receive the last item.

To cancel, please let us know clearly within 14 days. You can:

• Email us at RETURNS CONTACT EMAIL, or
• Use the model cancellation form in section 3, or
• You may also send us a clear written statement of your decision to cancel.

Telling us within the 14 days is enough; you do not have to have sent the goods back by then. We recommend keeping proof that you sent your cancellation in time.

2. Returning the goods and getting your refund

After you cancel, please return the goods to us within 14 days of notifying us. The return address store

Who pays return postage? [Choose one and delete the other:

• You are responsible for the cost of returning the goods to us.

Your refund. We will refund the full price you paid, including the standard delivery cost you paid on the way out, within 14 days of either receiving the goods back or receiving proof you have sent them, whichever is earlier. We refund using the same payment method you used, unless you agree otherwise, and there is no charge for the refund itself.

Standard delivery only. If you chose a more expensive delivery option than our standard one, we will refund only the cost of our standard delivery.

Reduced refunds for use beyond checking. You are entitled to handle and inspect the goods as you would in a shop. If the value of the goods is reduced because you have used them beyond what is necessary to assess their nature and function, we may deduct that reduction from your refund. For thermal and optical devices, that means you may switch a device on and verify that it works, but returning a unit that has been used in the field, mounted, or has wear may reduce the refund.

3. Model cancellation form

(Complete and return this form only if you wish to cancel the contract. You do not have to use this exact form.)

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To: [Black Reckon] [RETURNS CONTACT EMAIL]

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

• Ordered on / received on: ______________________
• Order number: ______________________
• Name of consumer(s): ______________________
• Address of consumer(s): ______________________
• Signature (if sent on paper): ______________________
• Date: ______________________

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4. Faulty, damaged or wrong items

Your right to a remedy for a faulty item is separate from and additional to the 14-day cancellation right, and it lasts far longer.

Under EU and German consumer law, goods must match their description, be fit for purpose, and be of satisfactory quality. If an item arrives faulty, damaged or not as described, you are entitled to a repair, a replacement, or a refund.

The legal guarantee period is [two years] from delivery under German law (Gewährleistung), distinct from any manufacturer warranty.

If your item is faulty:

1. Contact us at [RETURNS CONTACT EMAIL] with your order number and a description and photos or video if the fault is visible.
2. We will arrange a repair, replacement, or refund, and we cover return postage for genuinely faulty items.
3. If a fault appears within [the first 12 months], we will presume it existed at delivery unless we can show otherwise.

Please report transit damage as soon as you can after delivery, ideally within 48 hours, so we can raise it with the carrier.

5. Manufacturer warranty

Many of our products carry a manufacturer warranty in addition to your legal rights. For example, ThermTec devices carry a 3-year manufacturer warranty, and AGM offers up to 5 years; confirm per brand. A manufacturer warranty is a voluntary extra and does not reduce your statutory rights against us as the seller.

For warranty claims, we can either help you deal with the manufacturer or handle it on your behalf; contact us and we will advise the quickest route.

6. Items that cannot be returned under the 14-day right

Certain items are excluded from the 14-day cancellation right by law. These may include:

• Goods made to your specification or clearly personalised
• Sealed goods unsealed after delivery that are not suitable for return for health or hygiene reasons

This exclusion does not apply to faulty goods. Your rights over a faulty item remain in full regardless of this section.

Note on regulated optics. Some thermal and night vision products are subject to sale or export rules. If such rules affect whether or how you can return or resell an item, we will explain the position at the point of sale. This does not remove your rights over a faulty item.

7. How to start a return

1. Email [RETURNS CONTACT EMAIL] with your order number and state whether you are cancelling (change of mind) or reporting a fault.
2. We will confirm the return address and, for faulty items, provide a prepaid label.
3. Pack the item securely, ideally in its original packaging, and include your order number.
4. Please send it using a tracked service and keep your proof of postage.
5. We process refunds within the timeframes above once the item arrives or you provide proof of postage.

8. Condition of returned goods

For a change-of-mind return, please return the item:

• With all original packaging, accessories, cables, manuals and free gifts
• In a condition that reflects only reasonable inspection, not field use

We may reduce a refund to reflect any loss in value from handling beyond what is needed to assess the item, as section 2 explains. This policy does not apply to faulty items.

9. Business (B2B) customers

The 14-day cancellation right is a consumer right and does not automatically apply to purchases made by businesses. [State your B2B returns terms here, for example: business orders may be returned only if faulty, or within [X days] by prior agreement, subject to a restocking fee of [Y].] Business customers’ rights over faulty goods are governed by our Terms and Conditions and applicable law.

We aim to respond within 24 hours.

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This policy sits alongside our [Terms and Conditions], Privacy Policy, and [Shipping Policy]. It does not affect your statutory rights as a consumer.