Refund policy
Last updated: 7 November 2026
This Return and Refund Policy applies to purchases made on The 72 Hour Kit (www.the72hourkit.com). It sets out your right to cancel and return an order, and what happens if something arrives faulty or not as described. Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1. Your right to cancel, and our 30-day sleep-easy guarantee
Our 30-day sleep-easy guarantee: if the kit or item is not right for your household, you have 30 days from the day you receive your goods to tell us you want to return it, for any reason. This goes beyond your legal 14-day right to cancel, described below, and the same conditions apply: the goods must be unused and in their original packaging, and you pay the return postage.
Your legal right: under the Consumer Contracts Regulations 2013 you have 14 days from the day you receive your goods to tell us you want to cancel, for any reason. If your order arrives in several parcels, the 14 days run from the day you receive the last parcel of that order.
Once you have told us, you then have a further 14 days to send the goods back to us.
To cancel, email info@the72hourkit.com with your order number and which items you want to return. You do not need to give a reason.
2. Condition of returned goods
Returned goods must be unused and in their original packaging, with all parts, accessories and instructions included. You may open the packaging and inspect an item as you would in a shop. If an item has been used, or handled beyond what is needed to check it, we may reduce your refund to reflect the loss in value.
Hygiene items: for health and hygiene reasons, items such as heated socks, hot water bottles and similar personal-use products cannot be returned once they have been used, unless they are faulty.
3. How to return something
Please contact us before sending anything back. Because our items are dispatched from different locations, the return address depends on the item. Email us first and we will reply with the correct return address and simple packing instructions. Items sent without contacting us first may go to the wrong address and cannot be refunded.
Return address: We will give you the return address by email when you contact us.
We recommend using a tracked postal service and keeping your proof of postage. Goods are your responsibility until they reach us.
4. Return postage
If you are returning an item because you have changed your mind, you pay the cost of return postage. If an item is faulty, damaged or not as described, the return is free: we will either arrange collection or refund your reasonable return postage.
5. Refunds
When you cancel under your 14-day right or return under our 30-day guarantee, we refund the price you paid for the goods, including the basic delivery charge for the order (if any). We will refund you within 14 days of receiving the goods back, or within 14 days of you providing proof of postage, whichever is earlier.
Refunds go to the original payment method. Depending on your bank or card provider, it can take a few extra days for the money to appear in your account. If more than 14 days have passed since we confirmed your refund and you have not received it, please email us.
6. Faulty, damaged or incorrect items
Please check your parcels when they arrive. If anything is damaged, faulty, missing or not what you ordered, email us with your order number, a short description of the problem and a photo or two if possible. Photos help us resolve things faster.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not:
- Within 30 days of delivery, you can reject the item and receive a full refund.
- After 30 days, you can ask for a repair or replacement. If that is not possible or does not fix the problem, you are entitled to a refund (which may be reduced to reflect use after the first six months).
In all these cases the return is free and we refund or replace at no cost to you.
7. Cancelling before dispatch
If you want to cancel an order that has not yet been dispatched, email us as soon as possible and we will try to stop it. Items are dispatched from several locations, so part of an order may already be on its way; anything that has already been dispatched can be returned as described above.
8. Exchanges
We do not run a separate exchange service. If you would like a different item, return the original under section 1 and place a new order for the item you want.
9. Contact
Store: The 72 Hour Kit (www.the72hourkit.com)
Operated by: Living the Life B.V.
Address: Jacob Leendert van Rijweg 50, 2713 JA Zoetermeer, Netherlands
Email: info@the72hourkit.com
Phone: +31 6 1398 8435
We answer emails on working days.