Return and Exchange Policy
Return and Exchange Policy (Unified - For Store and Online Shop)
1) Definitions
- Order/Invoice: The approved reference for processing any return or exchange.
- Non-Conforming Product: A defective product, or a product that differs from the specifications/size/model listed in the order/invoice.
2) Duration and Right
The customer has the right to return or exchange within (7) seven calendar days from the date of purchase from the physical store, or from the date of receiving the shipment for online store orders, provided that the product is unused and in its original condition with all accessories, identification tags, intact packaging, and any included gifts.
3) Cases Not Eligible for Return/Exchange (Unless there is a defect or non-conformity):
Underwear, socks, and face masks after the packaging has been opened.
Any product that has been used or modified.
Any product that is missing any of its accessories/tags/packaging/fillings.
4) Defective or Non-Conforming Products
We confirm that we at the Tactical Store inspect all products before shipping to ensure they are in their original condition, free of defects, and in their factory packaging. The customer may be provided with photos of the product before shipping upon request via the approved communication channels.
The procedure is as follows:
We apologize for the error and will immediately process a full or partial exchange or return as per the customer's request, with us bearing all shipping/delivery costs.
We must be notified within (7) seven days of receipt, along with the order/invoice number and photos and/or video illustrating the issue, to initiate immediate exchange/return procedures. (The customer's right to claim a warranty for manufacturing defects remains valid according to clause 11 after this period).
5) Delivery Delays
If delivery is delayed by more than (15) fifteen days from the date of purchase without an agreed extension or force majeure, the customer has the right to cancel the order and receive a refund for its value and the shipping cost. We will notify the customer proactively of any expected delay.
6) Shipping Fees and Refunds
In case of change of mind: The customer bears the actual shipping cost both ways (to and from). If the order included free shipping, the actual shipping costs incurred by the store will be deducted from the refunded amount. If the shipment contained more than one item and the customer wishes to return or exchange a part of the invoice items, the customer bears the shipping cost both ways.
Defect/Non-Conformity: No shipping fees are charged to the customer.
Refund Method and Time: The amount will be refunded via the original payment method within 5-10 business days from the acceptance of the return. (Bank account details will be requested for bank transfer refunds).
7) Return and Exchange Mechanism
The customer sends the return/exchange request through their account on the website, WhatsApp, or email, including the order/invoice number, reason, and photos/video if necessary.
We will provide the customer with a return shipping label or instructions for delivery to our branch/warehouse.
Upon arrival of the shipment, we will inspect the condition within (1-3) one to three business days.
We will process the refund via the original payment method or the exchange, as applicable, within (5-10) five to ten business days from the acceptance of the return.
8) Limit on the Number of Transactions
One return/exchange transaction is allowed per item on the invoice.
9) Calculation of the Duration
The (7) seven-day period is calculated from the date of purchase at the physical store or from the confirmation of receipt by the shipping company for online store orders.
10) Bundled Orders and Offers
All elements of the package (gifts/offers/promotional bundles) must be returned in their original condition to complete the return or exchange.
11) Warranty and Manufacturing Defects
Warranty: Products that include a warranty from the manufacturer are subject to the manufacturer's specific warranty terms and conditions. The store estimates the commercial warranty period for products without a manufacturer's warranty to be (7) seven days from the date of receipt, covering manufacturing defects only.
Right to Defect Claim: The customer's right to request repair, exchange, or return for products proven to have a manufacturing defect is not tied to the (7) seven-day return period mentioned in Clause (2), but remains valid throughout the product's specified warranty period.
Exclusions: The warranty does not cover misuse, damage resulting from accidents, or failure to follow the usage instructions provided with the product.
12) Policy Updates
Any amendments apply only to future orders and do not affect orders confirmed before the amendment date.
13) Communication Channels
For inquiries and return/exchange requests, please use the following contact methods:
Store Mobile: 0534930916 (Call or WhatsApp)
Email: [email protected]