Refund policy

AEGIS ARMOUR LTD

SHIPPING, RETURNS & REFUNDS POLICY

Version 1.0   |   Effective Date: 6 March 2026   |   www.aegisarmour.co.uk

OUR COMMITMENT TO YOU

Aegis Armour Ltd is committed to delivering your order promptly, handling every return fairly, and processing every refund without unnecessary delay. This Policy sets out your full rights and our obligations clearly and transparently.

Your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply in full and are not diminished by anything in this Policy.

1.1   This Shipping, Returns and Refund Policy ("Policy") applies to all orders placed through www.aegisarmour.co.uk by consumers located in the United Kingdom. It forms part of our Terms and Conditions of Sale, which govern your contract with us.

1.2   All Products sold by Aegis Armour Ltd are Personal Protective Equipment (PPE) as classified under the UK PPE Regulations 2018 and EN17092:2020. The PPE nature of our Products is relevant to certain provisions of this Policy in particular, the conditions applicable to returning worn or used garments. Please read this Policy in full.

1.3   If you have a question about an order, a return, or a refund that is not answered by this Policy, please contact us using the details on our Site. We will always try to resolve queries promptly and fairly.

1.4   We currently fulfil orders to UK delivery addresses only. We do not accept international orders at this time.

2.1   When you place an order on www.aegisarmour.co.uk, you will receive an automated order acknowledgement email. This acknowledgement is not acceptance of your order - it simply confirms we have received it.

2.2   Your order is accepted and a binding contract is formed only when we send you an Order Confirmation email confirming that your order has been accepted and that despatch has been initiated. We reserve the right to decline any order prior to this point, for example if a product is out of stock or if we identify an error in the listed price.

2.3   Please ensure that all information you provide at checkout - particularly your delivery address and product size - is accurate. We cannot accept responsibility for failed or delayed delivery resulting from inaccurate information provided by you.

2.4   Once an order has been confirmed and packed for despatch, we may be unable to amend it. If you need to make a change, please contact us immediately via the details on our Site and we will do our best to assist before collection by our carrier.

 

 

 

 

We offer the following delivery options on all orders to UK addresses:

 

ROYAL MAIL  48 - Standard Delivery

Cost: FREE on orders over £100.00  |  [Standard charge displayed at checkout on orders under £100]    |    Speed: 2–3 Working Days from despatch Our standard delivery service. Tracked. Delivered to your door or a designated safe place. Suitable for the vast majority of orders.

 

DPD  Next Day Delivery - Express Option

Cost: £7.99 (added at checkout)    |    Speed: Next Working Day from despatch (Monday–Friday, excluding public holidays) Select DPD Next Day at checkout for guaranteed next-business-day delivery. Subject to order cut-off times displayed on our Site. DPD will send you a one-hour delivery window notification by SMS or email.

 

Order Value	Standard Delivery	Express (DPD)	Estimated Speed
£100.00 and above	FREE	+ £7.99	2–3 Working Days / Next Day
Under £100.00	[Standard charge]	Standard + £7.99	2–3 Working Days / Next Day

 

3.1   Delivery timescales quoted above are estimates and begin from the date of despatch, not the date of order. Working days are Monday to Friday, excluding English public holidays.

3.2   We despatch all orders within one (1) Working Day of receiving your Order Confirmation, subject to stock availability. Orders placed before our daily cut-off time (displayed on our Site) will generally be despatched the same Working Day.

3.3   Delivery timescales are estimates only. Time is not of the essence for delivery. We are not liable for delays caused by our carrier once an order has been collected for despatch. If your order has not arrived within seven (7) Working Days of the estimated delivery date, please contact us so we can investigate with the carrier.

3.4   Risk in the Products passes to you upon delivery. If you nominate a safe place or an alternative recipient, risk passes upon delivery to that location or person. We recommend ensuring someone is available to receive high-value orders.

3.5   All standard deliveries are tracked via Royal Mail's tracking system. You will receive a tracking reference in your despatch confirmation email. For DPD Next Day deliveries, DPD will notify you directly with a one-hour delivery window on the morning of delivery.

4.1   If our carrier is unable to complete delivery (for example, because no one is home and a safe place has not been designated), Royal Mail will leave a 'Something for You' card with instructions for redelivery or collection from your local delivery office. DPD will notify you via SMS or email and will attempt redelivery the following Working Day.

4.2   Royal Mail will hold undelivered parcels at your local delivery office for up to eighteen (18) calendar days before returning them to us. DPD will hold parcels at their depot for up to five (5) Working Days.

4.3   If a parcel is returned to us as uncollected or undeliverable due to an inaccurate address provided by you, we will contact you by email. We reserve the right to charge a redelivery fee to cover our carrier costs before redespatching the order. Alternatively, we will issue a refund of the product price only (not the original delivery charge) once the parcel has been received back by us and inspected.

4.4   If a parcel is returned to us due to a carrier error, we will redespatch it to you at no additional cost as soon as reasonably practicable.

5.1   If your order has not arrived within the estimated delivery window and tracking shows no update, please contact us using the details on our Site. We will investigate with our carrier on your behalf.

5.2   Under UK consumer law, the risk of loss or damage to your order during transit rests with us - not with you - until the order is delivered to your specified address. If your order is confirmed as lost in transit, we will offer you the choice of a full replacement or a full refund, at your preference.

5.3   If your order arrives visibly damaged, please take the following steps:

–     If possible, photograph the damaged parcel before opening it;

–     Photograph the damaged Product and its packaging after opening;

–     Contact us within five (5) Working Days of receipt with your order number and photographs - do not discard the packaging;

–     Do not use a damaged product, particularly if it is PPE - its protective integrity may be compromised.

5.4   Where damage has occurred in transit, we will arrange collection of the damaged goods at our cost and will offer a full replacement or full refund, at your election.

 

STATUTORY RIGHT: As a consumer purchasing online (a 'distance contract'), you have a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order for any reason within 14 calendar days of the day after you receive your goods - no questions asked.

 

6.1   The 14-day cancellation period begins on the day after you (or a nominated third party, other than the carrier) receive the Products. For example, if you receive your order on a Monday, your cancellation deadline is the following Monday at midnight.

6.2   To exercise your right to cancel, you must notify us before the cancellation period expires. You can do this by:

–     Sending an email to our customer service address on our Site, clearly stating your name, order number, and that you wish to cancel; or

–     Completing and submitting our online cancellation form, available on our Site; or

–     Writing to us at our registered postal address. In this case, the cancellation is effective from the date you send the letter, provided it is sent before the 14-day deadline.

6.3   You do not need to give a reason for cancelling, and we will not penalise you for exercising this statutory right.

6.4   Upon cancelling, you must return the Products to us without undue delay and in any event within fourteen (14) calendar days of the date you notified us of your cancellation.

 

PPE-SPECIFIC CONDITION: Motorbike protective clothing is PPE. Products returned under the 14-day cancellation right must be:     - Completely unworn and unused;   - In their original, unaltered condition;   - Returned with all original tags, labels, hangtags, and manufacturer packaging intact;   - Free from any odours, marks, hair, or signs of fitting or use.   We reserve the right to make a deduction from your refund to reflect any diminution in the value of the Product caused by handling beyond what is necessary to establish its nature and characteristics, for example, if a garment has been worn outdoors or shows signs of use. PPE that has been worn, even briefly, may have its protective integrity affected and cannot be resold as new.

7.1   For change of mind returns made under the 14-day cooling-off right, you are responsible for the cost of returning the Products to us. We do not provide a prepaid returns label for change of mind returns.

7.2   We strongly recommend that you return Products using a tracked and insured postal service. We cannot accept liability for Products that are lost or damaged in transit on their way back to us. If a returned Product is lost and you cannot provide proof of postage, we may be unable to process your refund.

7.3   Please package the Products securely for return. Damaged packaging that exposes the Product to damage in transit may affect our ability to accept the return.

7.4   Our returns address will be provided in your cancellation confirmation email. Please do not return Products to any address other than the one we specify.

 

TIP: Before returning, we recommend using a tracked service such as Royal Mail Tracked Returns or a DPD returns label. Keep your proof of postage receipt until your refund has been confirmed.

8.1   Once we have received your returned Products and inspected them, we will process your refund within fourteen (14) calendar days of the date we receive the return (or within fourteen (14) days of you providing evidence of return despatch, if earlier).

8.2   Refunds will be issued to the original payment method used at the time of purchase. We do not issue refunds via a different payment method, gift card, or store credit unless you request this and we agree in writing.

8.3   The refund will include the price you paid for the Product(s) and, where your entire order is cancelled, the basic standard delivery charge. We are not required to refund the cost of any premium delivery service (such as DPD Next Day) where you cancelled after the order had already been despatched.

8.4   Where we make a deduction from your refund due to diminished value caused by use or handling, we will notify you by email before processing the reduced refund, explaining the basis for the deduction. You have the right to dispute this deduction - please see Section 14 for our dispute resolution process.

8.5   We will not deduct an administration fee, restocking fee, or handling charge from a change of mind refund. Any deduction made will reflect only the genuine reduction in the resale value of the Product caused by your use or handling.

 

IMPORTANT: The right to a full refund for change of mind applies only to unused, unworn Products returned in original condition. We cannot refund Products that are returned worn, used, modified, washed, or that are missing original tags or packaging — as these cannot be resold as new PPE.

 

STATUTORY GUARANTEE: Under the Consumer Rights Act 2015, all Products we sell must be of satisfactory quality, fit for their purpose, and as described. Where a Product fails to meet any of these standards, you have the following statutory rights — which cannot be limited or excluded by anything in this Policy.

 

9.1   Short-term right to reject (0–30 days): If a Product is faulty, not as described, or unfit for purpose, you have the right to reject it and receive a full refund within thirty (30) calendar days of the date you received it. No deduction for use may be made from a refund issued under the short-term right to reject.

9.2   After 30 days — repair or replacement (30 days to 6 months): After the 30-day rejection period but within the first six months from delivery, you retain the right to request a repair or replacement of the faulty Product. We must carry out the repair or replacement within a reasonable time and without significant inconvenience to you. We bear the cost of any repair or replacement, including any associated collection or redelivery costs.

9.3   Final right to reject (after failed repair or replacement): If a repair or replacement fails, or if repair/replacement is impossible or disproportionate, you are entitled to a price reduction or a final right to reject the goods and receive a refund. After six months from delivery, we may make a deduction from any refund to reflect the use you have had of the Product.

9.4   After six months: After six months from the date of delivery, the burden shifts to you to demonstrate that the fault existed at the time of delivery. You continue to have rights under the Consumer Rights Act 2015 for up to six (6) years from delivery under the Limitation Act 1980 for defects that were present at the time of sale but manifested later.

9.5   Faults that are not covered by your statutory rights include:

–     Damage caused by accident, misuse, or neglect;

–     Damage caused by failure to follow the manufacturer's care or wearing instructions;

–     Fair wear and tear consistent with the Product's classification and intended use;

–     Damage caused by modification or alteration of the Product;

–     Damage sustained during an accident where the garment has performed its protective function as PPE — the compression, abrasion, or tearing of a protective garment in an impact is evidence of the PPE working, not of a manufacturing defect.

 

PPE SAFETY NOTE: If your garment has been involved in an accident or impact event - even where no visible damage is apparent - you must replace it. The internal protective structures (foam, armour, seams) may be compromised invisibly. Do NOT attempt to claim a faulty goods return for a garment that has been worn in an accident: contact us for guidance on PPE replacement instead.

10.1   If you believe your Product is faulty or not as described, please contact us before returning it. Do not return a faulty item without first obtaining a return authorisation from us, as unauthorised returns may be delayed.

10.2   When reporting a fault, please provide:

–     Your full name and order number;

–     The name and SKU of the faulty Product;

–     A clear description of the fault or defect;

–     Clear photographs or a short video clearly showing the fault - this will help us assess your claim quickly and fairly.

10.3   We will acknowledge your fault report within two (2) Working Days and will provide a response - including whether we accept the fault and how we propose to resolve it - within five (5) Working Days of receiving all required information.

10.4   Where we accept a fault, we will arrange collection of the faulty Product at our cost using a prepaid returns label. You will not bear any cost for returning a faulty item.

11.1   We are happy to exchange Products for a different size or colour, subject to availability, where the Product is returned to us unworn, in original condition with all tags and packaging intact, within twenty-eight (28) calendar days of receipt.

11.2   To request an exchange, please contact us by email with your order number and the details of the Product you would like to exchange to. We will confirm availability and provide you with a returns address and exchange instructions.

11.3   The cost of returning the original Product for an exchange is borne by you. We will despatch the replacement Product to you free of charge on standard delivery once we have received and inspected the returned item.

11.4   If the Product you wish to exchange to is priced higher than the original, you will be required to pay the difference before the exchange item is despatched. If it is priced lower, we will refund the difference to your original payment method.

11.5   Exchanges are subject to availability. If the requested size or variant is unavailable, we will offer you a full refund instead.

 

Size Guides are available on our Site for every Product. We strongly recommend consulting the size guide before ordering to minimise the need for exchanges. If you are between sizes or unsure, please contact us before placing your order - we are happy to advise.

All returns follow this process:

 

1

Contact Us First

Email our customer service team with your order number and the reason for return (change of mind, fault, or exchange). Do not send items back without first making contact - this ensures your return is logged and processed promptly.

 

2

Receive Your Returns Authorisation

We will respond within two (2) Working Days confirming whether your return has been authorised, and providing the correct returns address. For faulty items, we will provide a prepaid returns label. For change of mind returns, you will need to arrange and pay for your own return postage.

 

3

Pack the Item Carefully

Repack the Product securely in its original packaging where possible. Ensure all original tags, labels, documentation, and accessories are included. Damaged or incomplete returns may result in a deduction from your refund.

 

4

Send the Return

Post the item using a tracked and insured service (for change of mind returns). Retain proof of postage. For faulty items returned with our prepaid label, simply drop off at the designated collection point.

 

5

Inspection and Confirmation

Once we receive your return, we will inspect it within two (2) Working Days and email you to confirm receipt and the outcome of the inspection.

 

6

Refund or Exchange Despatched

For approved refunds: your money will be returned to your original payment method within fourteen (14) calendar days of us receiving the return. For exchanges: your replacement item will be despatched within two (2) Working Days of inspection, subject to availability.

13.1   The following items cannot be returned for a refund or exchange under our change of mind policy. Note that your statutory rights for faulty or misdescribed goods always apply regardless of these restrictions:

 

Category	Reason
Worn or Used PPE	Any garment or accessory that shows evidence of being worn outdoors, used in riding, or involved in an accident cannot be returned as new PPE, as its protective integrity cannot be verified.
Items Missing Original Tags or Packaging	Returns without original hangtags, labels, or manufacturer packaging cannot be resold as new PPE and are not eligible for a full refund.
Modified or Altered Items	Items that have been modified, customised, or altered in any way — including addition of patches, alterations to closures, or removal of armour/protectors — are not eligible for return.
Items Ordered as Custom / Special Order	Where a Product has been sourced or ordered specially for you at your request, it cannot be returned under the change of mind policy unless it is faulty.
Sale or Clearance Items (if marked as Final Sale)	Where a Product is clearly marked at the time of purchase as a final sale item, it is not eligible for change of mind return. This exclusion does not affect your statutory rights for faulty goods.

 

13.2   These restrictions apply to change of mind returns under the Consumer Contracts Regulations 2013 and our own returns policy. They do not affect or limit your rights under the Consumer Rights Act 2015 in relation to faulty, defective, or misdescribed goods, which apply in all cases.

The table below summarises the maximum time it will take to receive your refund in each scenario:

 

Scenario	Refund Deadline	Notes
Change of mind — returned unused	Within 14 days of us receiving the return	Or within 14 days of you providing evidence of return postage, whichever is earlier.
Faulty goods — 30-day right to reject	Within 14 days of us receiving the return	No deductions permitted for faulty goods refund. Full price + delivery refunded.
Order cancelled before despatch	Within 14 days of cancellation notification	We aim to process pre-despatch cancellations within 5 Working Days.
Lost in transit — confirmed by carrier	Within 14 days of carrier confirming loss	You may elect a refund or a replacement despatch.
Damaged on delivery	Within 14 days of us collecting the damaged item	We arrange collection at our cost. Full refund or replacement at your election.

15.1   Many Products sold by Aegis Armour Ltd are accompanied by a manufacturer's guarantee or warranty. The terms of any such guarantee are set by the manufacturer and are separate from, and in addition to, your statutory rights under the Consumer Rights Act 2015.

15.2   Manufacturer warranty claims should typically be directed to the manufacturer in the first instance. Details of the applicable manufacturer warranty, if any, will be included in the Product documentation or on the Product listing page.

15.3   Manufacturer warranties do not cover fair wear and tear, damage caused by misuse or neglect, failure to follow care instructions, modification of the Product, or damage sustained during use of the Product as PPE where the damage is consistent with the garment having performed its protective function.

15.4   We will assist you in facilitating manufacturer warranty claims where reasonably practicable. If you are unsure whether your claim should be directed to us or the manufacturer, contact us first and we will guide you.

16.1   If you are dissatisfied with the outcome of a return, refund, or exchange request, please contact us in writing, setting out the nature of your complaint and the outcome you are seeking. We will acknowledge your complaint within five (5) Working Days and aim to resolve it within fourteen (14) Working Days.

16.2   If we are unable to resolve your complaint to your satisfaction, you may refer the dispute to an approved Alternative Dispute Resolution (ADR) provider. Details of our ADR provider are available on our Site and in our Terms and Conditions of Sale.

16.3   Nothing in this Policy prevents you from exercising your legal rights through the courts. For free, impartial advice on your consumer rights, contact Citizens Advice at citizensadvice.org.uk or call 0808 223 1133.