Returns Policy

What are my statutory rights?

  • In addition to our policy below you also have certain statutory rights in relation to the products you purchase.

Cancellation Rights

If you are contracting with us as a consumer online or by phone, you have the right to cancel your contract at any time up to 14 calendar days after the day on which you receive the products you ordered. Please contact us for further details.

Statutory Rights in relation to Faulty Products

The statutory rights in relation to faulty products apply to all purchases. The timelines below will start from the date of delivery. 

Your statutory rights are as follows:

  • Within 30 days of delivery of the product, you may exercise the right to a refund if the product purchased is not of satisfactory quality, fit for purpose or as described.
  • After the 30 day period, but within six months of delivery/purchase and where the product is faulty, you are entitled to a repair or replacement. Where repair or replacement is not possible, or the repair or replacement does not resolve the fault, you are entitled to a refund.
  • After six months of delivery/purchase, similar rights exist, but only if you can prove that the fault was present at the point of delivery/purchase. In addition, if repair or replacement does not resolve the fault, we may make a deduction from any refund for fair use.
Note that your statutory rights do not apply under the following circumstances:
  • If you know an item was faulty when they bought it or are buying a one off item sold via our Auction as seen & descrobed.
  • If the customer damaged an item by trying to repair it themselves or getting someone else to do it (though they may still have the right to a repair, replacement or partial refund).
  • If the customer no longer want an item (eg because it’s the wrong size or colour).
  • Personalised items and custom-made items, a refund only has to be offered if the items are faulty.
 For details on how to exercise your rights where there is an issue with the quality of your purchase, please see below.

For further information about your statutory rights in the UK please contact your local authority Trading Standards Department or Citizen’s Advice Bureau.

Clothing & Accessories

In addition to your statutory rights Black Raven Armoury Ltd. Offers the following returns policy for non custom clothing and accessories 

If for any reason the customer is unhappy with their purchase, they can return it to Black Raven Armoury for an exchange or Credit note, providing Black Raven Armoury Ltd. receives the request within 14 days of its delivery to the customer, once Black Raven Armoury Ltd agrees to the return the customer then has a further 14 days to return the product,  No return should be made until a returns note has been issued by us. Returned products must be received by Black Raven Armoury in good condition and all component parts, including any promotional products that may have been included in your purchase. 

 The customer bears the cost of returning goods for refund or exchange, except in cases of faulty or damaged goods. If the wrong size has been sent by us in error, then return shipping will be repaid by Black Raven Armoury, If the wrong size was chosen by the customer then they must pay the return shipping. UNLESS the customer does not require an exchange for the correct size (Black Raven Armoury requests that you use registered post or recorded delivery when returning goods and that proof of postage is retained), then a credit note will be issued to the same value.

All refunds aim to be processed within 48-72 hours, however in accordance with distance selling regulations customers MUST allow up to a maximum 21 days

Armour & Custom Clothing

If for any reason the customer is unhappy with their purchase, they can return it to Black Raven Armoury for an exchange or Credit note, providing Black Raven Armoury Ltd. receives the request within 14 days of its delivery to the customer, once Black Raven Armoury Ltd agrees to the return the customer then has a further 14 days to return the product,  No return should be made until a returns note has been issued by us. Returned products must be received by Black Raven Armoury in good condition and all component parts, including any promotional products that may have been included in your purchase. 

 The customer bears the cost of returning goods for refund or exchange, except in cases of faulty or damaged goods. If the wrong size has been sent in error, then return shipping will be repaid by Black Raven Armoury, UNLESS the customer does not require an exchange for the correct size (Black Raven Armoury requests that you use registered post or recorded delivery when returning goods and that proof of postage is retained), then a credit note will be issued to the same value.

All refunds aim to be processed within 48-72 hours, however in accordance with distance selling regulations customers MUST allow up to a maximum 21 days

– When purchasing an item that has been made to special order, the company reserve the right to charge up to a 20% cancellation charge at the managers discretion.

Returning an item

Please fill out the form below so that we can process your return as quickly and efficiently as possible, once we have issued a return number please send via courier or recorded delivery to the returns address below, unless we request you send it to an alternate address when we issue the return number.

Returns Address

Black Raven Armoury Ltd
Unit KG/O
KG House
Northampton
NN5 7QS

We do not take callers or visitors to the office or workshop currently, these are private addresses