For hygiene and safety reasons, our Tools, Hygiene, and Skin Collections are non-returnable unless they exhibit a manufacturing defect or are deemed faulty. We take quality control seriously to ensure every product meets the highest standards, but we understand that unexpected issues can arise.

To accommodate occasional errors—whether on your part or ours—we are pleased to offer a discretionary 7-day exchange policy for items in these collections.

Exchange Eligibility:

• The item must be unused, ensuring no signs of wear or use.
• It must remain in its original packaging and include all accompanying materials.
• The packaging must be sealed, preserving the item’s hygienic integrity.

To initiate an exchange, please contact our customer service team within seven days of receiving your order. Be prepared to provide your order number, details about the product, and any relevant photographs if needed.

We value your satisfaction and will always strive to resolve any issues promptly and fairly.

If a order has been refused or not claimed there will be a automatic £15.00 restocking fee.

We regret to inform you that, due to hygiene and safety regulations, we are strictly unable to accept returns for hygiene-restricted items. This policy ensures the highest standards of safety and quality for all our customers.

Additionally, the following items are non-returnable:

• Books and Publications: Once purchased, these are final sale.
• Sale/Outlet Items: These are sold as-is and cannot be returned or exchanged.
• Gift Cards: Gift cards are non-refundable and cannot be redeemed for cash.

Returns for Other Products
For all other eligible products, we offer a 14-day return policy, provided the following conditions are met:

• The item must be unused and show no signs of wear or damage.
• It must be in its original packaging and in a resellable condition.

If you wish to initiate a return, please contact our customer service team within 14 days of receiving your order. Kindly provide your order details and any necessary information to facilitate the process.

We aim to make your shopping experience as seamless as possible and appreciate your understanding of our policies.

Due to increased shipping costs, we are unable to offer free returns. We appreciate your understanding as we continue to focus on delivering high-quality products and exceptional service.

How to Initiate a Return
To begin the return process, please follow these steps:

1. Contact Us First: Email our customer service team to notify us of the item(s) you wish to return and the reason for the return. Providing clear details helps us process your request more efficiently.
2. Prepare Your Return: Ensure the item(s) are securely wrapped to prevent damage during transit. Use appropriate packaging materials to protect the product(s).
3. Choose a Tracked Service: For your peace of mind, we recommend using a tracked or insured postal service. Please note that we cannot be held responsible for returned items until they are received at our facility.
4. Include Required Documentation: Ensure you include proof of purchase, such as your order confirmation or receipt. If applicable, warranty documents should also accompany the return.

Important Notes:

• Returns will only be accepted for items that meet our eligibility criteria, such as being unused, in their original packaging, and in resellable condition.
• Any shipping fees associated with the return are the responsibility of the customer.

Our team is here to assist you at every step. Should you have any questions or concerns about the returns process, please do not hesitate to reach out to us. Thank you for your understanding and cooperation.

Please note that we do not offer cancellations on pre-order items as they are made to order. By purchasing a pre-order item, you are confirming your commitment to the order, which will be fulfilled based on the production and allocation process outlined below.

Shipping and Lead Times

• Pre-order items will be shipped within the lead time specified on our website at the time of purchase. These lead times are estimates and may be subject to change depending on manufacturing schedules or other unforeseen factors.
• Tools are produced in batches and allocated to orders based on the sequence of purchase. As a result, priority shipping services are not available for pre-order items.

Order Fulfillment & Shipping Adjustments

• If necessary, we may split your order into separate shipments to prevent delays, and we will cover any additional postage costs incurred by this process.
• For international orders, all items will be shipped together once the full order is ready, to ensure streamlined delivery and customs processing.

We appreciate your understanding and patience during the pre-order process. Should you have any questions or concerns, our customer service team is available to assist you.

Once we receive your return or exchange, we will promptly notify you via email. Please note that shipping costs for dispatched orders are non-refundable.

Refunds will be processed to your original payment method within 3-5 working days from the date we receive the returned item(s). Please be aware that any chargeback fees incurred will be deducted from the final refund amount.

For any refund inquiries or issues, please contact us at hello@navyprofessional.com.

If you haven't received a refund notification within 2-5 working days, we kindly ask you to first check your junk or spam folder, as well as your bank account. If you still don't see the refund, please contact your bank directly to inquire about the status.

Should the issue persist, please reach out to us again at hello@navyprofessional.com, and we will be happy to assist you further

If you have received a defective item or need to arrange an exchange, please email us at hello@navyprofessional.com to discuss the issue. We will work with you to resolve the matter as quickly as possible.

Please note that return postage for items outside the UK is not covered.

Any replacements will be sent to the address provided in your original order unless you notify us in writing via email with an updated address.

Only full-priced items are eligible for a refund. Sale items are non-refundable and non-exchangeable unless they are faulty or defective.

If you receive a faulty sale item, please contact us, and we will assist you with the return or exchange process.

If the item was marked as a gift and shipped directly to you, you will receive a gift credit for the return value. However, if the item was not marked as a gift or was shipped to the gift giver, the refund will be issued to the original purchaser.

We use DPD and Royal Mail services for delivery:

• Royal Mail Tracked 24: Delivery within 24 hours of dispatch (please note, this is not a next-day delivery service).
• Royal Mail Tracked 48: Delivery within 48 hours of dispatch.

Important Note on Deliveries:
If the courier leaves your parcel in a safe place, with a neighbor, or with a third-party service, we cannot accept responsibility for any loss or misplacement of the item. Please ensure you provide a secure delivery address.

Returns:
When returning items, we strongly recommend using a trackable shipping service or purchasing shipping insurance. Please note that we are not responsible for returned items until they are received at our headquarters.

International customers may be required to pay taxes and duties on their orders. When goods are imported into a different country or customs territory, a charge called Customs Duty may be applied by the local customs authority.

If Customs Duty is applicable in your region, you will be responsible for paying it directly to the customs authorities. The amount and applicability of Customs Duty depend on the specific regulations of your country.

Customs Duty is typically calculated based on the value and type of goods being imported, and it is the responsibility of the customer to ensure these fees are paid upon arrival. Please check with your local customs office for more details on how taxes and duties are calculated in your region.

If you choose to refuse the customs fee, your parcel will be returned to Navy HQ. Once received, we will process a refund for your order, in this case please note a customs handling fee will be deducted from your refund.

If you're unsure whether customs fees will apply, we recommend contacting your local customs office for more information before placing your order. 

To ensure we can process your address change, please submit any updates in writing at least3 working daysbefore dispatch. While we will make every effort to accommodate address changes, we cannot guarantee that changes will be processed in time for dispatch

Due to rising shipping costs, we are unable to offer free returns. To initiate a return, please email us with details of the item(s) you wish to return, along with the reason for the return.

When returning items, please ensure they are securely packaged to prevent damage during transit. We recommend using a tracked shipping service, as we are not responsible for the item until it reaches our warehouse.

For processing, you may be asked to provide proof of purchase and any applicable warranty documents.