Refund policy

RETURNS, REFUNDS & WARRANTY

We supply kit for people who use it hard. This is what we cover, what we don't, and how to make a claim. No surprises either way.

THE SHORT VERSION

Situation	Where you stand
Wrong, missing, or faulty on arrival	Fully covered. Our cost, our label.
Changed your mind / wrong size	At our discretion. 30 days, unused, restocking fee applies.
It broke because of how it was built	Covered. Repair, replace or refund.
It wore out, tore, or you damaged it	Not covered — but ask us for a repair quote.
Custom-made to your spec	No change-of-mind returns. Faults still covered.

01  /  IT ARRIVED WRONG, DAMAGED OR FAULTY

Tell us as soon as you can, and within 14 days of delivery, if:

• The wrong item, size, colour or variant turned up
• Something's missing from the order
• It was damaged in transit
• It has a manufacturing fault that was there when it arrived
• It doesn't match how we described it

Our cost, start to finish. We issue the return label, and you pick a replacement, an exchange, or a full refund including the shipping you paid. You won't be out of pocket for our mistake.

02  /  CHANGE OF MIND OR WRONG SIZE

If you've simply changed your mind, or ordered the wrong size, we're not obliged to take it back — but we usually will. Contact us within 30 days of delivery and we'll let you know whether we can accept it.

Conditions:

• Item must be unused and resaleable — not worn in the field, not washed, not modified, tags and packaging intact, no dirt, hair, odour or marking. Try kit on indoors before you commit; once it's been worn on task it can't come back.
• A restocking fee applies — see below.
• Original outbound shipping isn't refunded.
• We refund once it's back and inspected — allow up to 5 working days from receipt.
• Exchanges (including size swaps) work the same way, and the restocking fee still applies.

03  /  CUSTOM AND MADE-TO-ORDER

Custom patches, custom gear and unit orders are made for you alone and can't be resold, so they're not eligible for change-of-mind returns. Check your colour, variant, size and artwork carefully before ordering. Manufacturing faults — and anything produced differently from the artwork you approved — are still covered in full.

04  /  MANUFACTURING DEFECTS AFTER USE

If something fails because of how it was made, under normal use and correct care, we'll put it right. We assess defect claims for 12 months from delivery as standard; past that, against the reasonable working life of the product and what you paid.

What counts as a manufacturing defect:

• A seam or bartack failing under normal load, with no external damage at the failure point
• Stitching unravelling from a stress point that hasn't been cut, snagged or torn
• Hardware failing without impact or overload — a buckle snapping in normal operation, a zip separating along undamaged teeth
• Webbing or attachment points pulling out of their anchor stitching under rated load
• Adhesive or laminate failure on an IR patch that's been correctly cared for and mounted somewhere low-abrasion

The remedy: for a minor fault we repair, replace or refund at our option — usually repair or replace, because that's faster and keeps your kit in service. Where the failure is substantial, meaning the product is no longer usable for what it was bought to do and that isn't down to misuse, the choice between replacement and full refund is yours.

05  /  WHAT WE DON'T COVER

• Fair wear and tear. Abrasion, fraying, pilling, thinning, colour fade, print wear and softening from use, washing and sunlight.
• Loose threads and thread pulls. Normal in stitched textile goods, and not a structural failure. Trim it flush with scissors — don't pull it. If it's become an actual open seam, that's section 04 and we want to see it.
• Impact, snag and tear damage. From ground, vegetation, wire, rock, vehicles, equipment, weapons or other kit.
• Use outside what the product was built for. See section 06.
• Neglected damage. A small rip that becomes a big one because it was ignored isn't a defect. Repair small damage early, or send us photos and we'll quote it.
• Incorrect care. Hot washing, tumble drying, ironing, bleach, solvents or fuel, high-heat drying. Care instructions are on the label and on our Care of Products page — following them is a condition of any defect claim.
• Alteration and third-party work. Modification, dyeing, re-cutting, added stitching, or repairs by anyone other than us.
• Deliberate or misrepresented damage. Self-inflicted damage, or a claim where the cause of failure has been misdescribed, voids the claim.
• Loss, theft, and anything not bought directly from us.

Not covered doesn't mean not fixable. Most of the above is repairable — see section 07.

06  /  WHAT THE MATERIAL IS BUILT FOR

We'd far rather help you pick the right item and the right mounting position before you buy than argue about it after. Ask us.

07  /  DISAPPOINTMENT VS DEFECT

There's a difference between a product that was built wrong and one that didn't turn out as tough as you hoped. Tear a page in a magazine and the magazine isn't faulty — it's damaged, and you're the one who damaged it. You might reasonably have expected the paper to be stronger, and you're entitled to be disappointed about that, but disappointment on its own isn't a manufacturing defect.

That said, we do take what you paid into account. The more you spent, the more you were entitled to expect the item to withstand. Where a premium item has failed under handling we'd reasonably expect it to survive, we'll treat that as a durability question rather than just user damage. Those calls are made one at a time, and we may offer a partial credit even where there's no defect — as goodwill, at our discretion, not as an admission the product was faulty.

And where a product is rendered completely unusable through no misuse, incorrect care or neglect, we'll remedy it under section 04 regardless of how it looks on the surface. Tell us what happened and we'll assess it properly.

08  /  REPAIRS

Damage this policy doesn't cover is very often repairable. Send photos and we'll quote a repair or point you at the right fix. Repairing a small tear early costs a fraction of replacing the garment, and keeps the kit in service.

09  /  HOW TO MAKE A CLAIM

Email support@stridersolutions.com with:

• Your order number
• A photo of the whole item, plus a close-up of the problem
• A short note on how it's been used, and when the problem showed up

We reply within 2 working days. Every claim is assessed on its merits, and where one sits on the line between construction failure and use damage we make the call ourselves — and tell you the reason either way.

10  /  REFUNDS AND RETURNING THE GOODS

Refunds go back to the original payment method. Once we've processed it, bank clearance is usually 3–10 working days depending on your provider.

Where a refund or replacement is agreed, the product comes back to us. That's not a Strider rule — it's how rejecting goods works. You can't keep the item and be refunded for it. If something's too large or heavy to post, we'll arrange collection.

• We refund once it's back with us and inspected, not on a promise to send it.
• Where the fault is ours, the return is at our cost and we issue the label.
• On low-value items we'll often tell you not to bother sending it back, because the freight costs more than the product. That's our call to make, not an entitlement.
• On high-value items we may send the replacement before the original is back, against a refundable deposit released the moment the return arrives. Not distrust — it's what lets us get serviceable kit to you now instead of making you wait out the transit.

11  /  TRADE, UNIT AND AGENCY ORDERS

Goods supplied to a business, agency or unit for business use are supplied in trade. Where both parties are in trade and it's been agreed in writing in the applicable supply terms, the Consumer Guarantees Act doesn't apply to that supply, and the warranty terms in the supply agreement or quotation govern instead. Sections 01 and 04 apply as the default unless the supply agreement says otherwise.

Strider Solutions — support@stridersolutions.com  |  Last updated 9 August 2026