Refund policy
TheSentryShop Return & Refund Policy
At TheSentryShop, your satisfaction is important to us. We want you to feel confident in every purchase, so we offer a clear and straightforward 30-day return process. Please review the details below before requesting a return.
Applicable Region
This Return & Refund Policy applies to purchases made within the United Kingdom.
Return Window
You may request a return within 30 days of receiving your order.
Order Cancellations
To cancel or change an order, contact us at support@thesentryshop.com as soon as possible with your order number. Orders are processed within 1–2 business days. Once an order has shipped, it can no longer be cancelled or changed, but eligible items may still be returned in accordance with this Return & Refund Policy.
Your Right To Cancel (14-Day Cooling-Off Period)
In addition to our 30-day Return & Refund Policy, UK law gives you a statutory right to cancel your order under the Consumer Contracts Regulations 2013. You may cancel your contract for any reason within 14 days of receiving your goods, without needing to give a reason.
To cancel under this right, contact us at support@thesentryshop.com within 14 days of delivery to let us know you wish to cancel. You must then return the item to us within 14 days of notifying us of your cancellation. You must take reasonable care of the item while it is in your possession. You may handle and inspect it as you reasonably would in a shop, but you may be responsible for any diminished value resulting from handling beyond what is reasonably necessary to establish the item's nature, characteristics, and functioning.
If you cancel under this statutory right, your refund will be issued without undue delay and within 14 days of receiving the returned goods, or receiving evidence that you have sent the item back, in accordance with applicable UK law. You are responsible for the cost of returning the item unless it is faulty, damaged, or not as described.
The conditions of our voluntary 30-day return policy below do not limit your statutory cancellation rights.
Quality & Defect Reports
If you experience a problem with your product, please contact us as soon as reasonably possible at support@thesentryshop.com with your order number and details of the issue. We may ask for photos or videos to help us assess the problem and determine the appropriate resolution.
Nothing in this policy limits your statutory rights under UK consumer law, including your rights in relation to goods that are faulty, not as described, or not of satisfactory quality.
Condition for Returns
To be eligible for a return:
- The item must be unused, uninstalled, and in the same condition you received it
- The item must be returned in its original packaging, with all accessories, hardware, and manuals included
- You'll need your order confirmation or receipt as proof of purchase
How to Start a Return
- Contact us at support@thesentryshop.com with your order number and the reason for your return.
- We'll review your request and send you a return authorisation along with instructions on how to ship your item.
- Pack and ship your item securely in its original packaging.
Items sent back to us without prior authorisation will not be accepted.
Return Shipping Costs
- Defective, damaged, or incorrect items: We cover return shipping in full. This applies whenever an item arrives faulty, is damaged in transit, or isn't what you ordered.
- Change of mind: If you no longer want the item or ordered the wrong one, you are responsible for return shipping costs.
- Restocking fees: We do not charge restocking fees.
Please use a tracked and insured shipping service when returning items — we are not responsible for items lost in transit. Retain your proof of postage until your return is processed.
Refunds
- Inspection Process: Once we receive your returned item, it will be inspected to ensure it meets the applicable return requirements.
- Refund Method: Approved refunds will be issued to the original payment method used for the purchase.
- Refund Timeline: Refunds will be issued within 7 business days. Please allow an additional 7 business days for the funds to appear in your account, depending on your bank or payment provider.
Exchanges
Need a different model or colour? Contact us at support@thesentryshop.com with your order number, and we'll help you arrange a quick exchange, subject to availability.
Non-Returnable Items
The following items are generally excluded from our voluntary 30-day return policy:
- Custom or special-order products
- Gift cards
- Items marked as final sale at checkout
These exclusions do not affect your statutory rights, including rights relating to faulty, damaged, misdescribed, or otherwise non-conforming goods.
Damaged or Defective Items
Please inspect your order as soon as it arrives. If your item is defective, damaged, or incorrect, contact us at support@thesentryshop.com as soon as reasonably possible with your order number and photos of the item and packaging. We'll work with you to resolve the issue with an appropriate remedy, which may include a replacement, exchange, repair, or refund, in accordance with your statutory rights and this policy.
Warranty
TheSentryShop products are covered by a 12-month limited warranty against defects in materials and workmanship from the date of delivery. This warranty does not cover damage from improper installation, unauthorised modification, misuse, or normal wear and tear. To make a warranty claim, contact us at support@thesentryshop.com with your order number and a description of the issue. This warranty is provided in addition to and does not affect, your statutory rights under UK consumer law.
Your Consumer Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
Changes to This Policy
We may update this policy from time to time. Any changes will be reflected on this page. We encourage you to review this policy periodically.
Questions?
Visit our Frequently Asked Questions page or contact our support team at support@thesentryshop.com
Contact Information
TheSentryShop
Address: Airedale House Business Centre, 423 Kirkstall Road, Leeds, LS4 2EW, United Kingdom
Email: support@thesentryshop.com
Phone:+447893931891
Customer Service Hours:
Monday–Friday, 9:00 AM – 5:00 PM UK time
Response Time:
We respond to all emails within 24 business hours (Monday–Friday). Emails received over the weekend are answered on Monday.