Refund policy

Should you need to amend any details of your order, please email ASAP to hello@citysurvivor.co.uk and we will do our best to help.

Only products purchased directly from www.citysurvivor.co.uk can be returned. If you purchased your products at a retail store or from another website these products must be returned to the original store or site which they were purchased from.

Incorrect Item? Please report missing items, damages or discrepancies within 14 days of receipt.

Unsuitable Item? You may return items to us within 28 days of receipt for a refund (excluding any delivery charges) if the item is as new (unused and security seal intact as when dispatched).

Faulty Item? If you believe your item is faulty, please contact us within 28 days of purchase with order number and details of the problem. We will arrange for the return of the goods for inspection. If the item is deemed faulty due to a manufacturing issue, we will process a refund within 7 days of receipt.

Shipping Costs: the customer is responsible for the costs of returning an item except in cases when we have sent incorrect goods or if an item returned for inspection is deemed faulty. We recommend that you return goods using a tracked and signed service such as Royal Mail Recorded or Special Delivery. Always retain proof of postage. If no proof of postage or delivery is provided upon request, we shall have no liability in respect of goods and shipping costs. We cannot accept responsibility for goods until a member of our staff has signed for receipt.

To return your items, send to the following address, quoting your name, address and original order number (detailed in the dispatch email):
City Survivor Ltd, 110A Main Street, NN14 3EP

Exchanges: We are unable to provide an exchange service.

Refunds: Refunds are processed within 7 days of receipt of returned items, after they have been fully inspected by our Returns team and subject to the aforementioned terms.

Legal: This Returns policy is in addition to, and exceeds, your Statutory Rights. Customers' statutory rights are not affected by any of these terms of trading. In the event of any dispute, English law shall apply.