Warranty Information

Warranty Period

We proudly stand behind the quality of our products and offer a basic 12-month warranty period from the date of purchase. However, it's important to note that some goods may be covered by the manufacturers' warranty, and in such cases, you are kindly requested to comply with the manufacturers' directions.

Please be aware that suppliers' warranty periods may vary and may differ from the stated 12 months. We encourage you to check the specific warranty terms associated with each product.

Supplier's Discretion

It's crucial to highlight that the warranty, including resolution options, is at the supplier's discretion. This means that decisions regarding warranty claims are made by the supplier, taking into account the nature of the issue and the circumstances surrounding it.

Warranty Exclusions

The warranty does not cover:

  • Normal Wear and Tear: The expected deterioration that occurs with regular use over time, including but not limited to scuffing, fading, or minor cosmetic wear.

  • Misuse or Abuse:

    • Boots: Any use of boots in extreme conditions, improper cleaning, exposure to harsh chemicals, or use in activities beyond their intended purpose.
    • Clothing and Accessories: Any alterations, modifications, or uses inconsistent with the product's design, such as cutting, stitching, or excessive stretching.
  • Extended Use:

    • Boots: Products that have exceeded their expected lifespan based on normal usage.
    • Clothing and Accessories: Items that have been used extensively beyond their typical lifespan.
  • Neglect:

    • Boots: Lack of proper cleaning, conditioning, or storage leading to deterioration (for example, putting boots near radiators)
    • Clothing and Accessories: Failure to follow care instructions provided with the product.
  • Improper Maintenance:

    • Boots: Failure to maintain proper waterproofing or conditioning as recommended by the manufacturer.
    • Accessories: Neglecting proper care for items such as torches, belts, handcuffs, and pouches etc
  • Accidental Damage: Damages resulting from accidents, impacts, or external forces not attributed to manufacturing defects.

  • Failure to Follow Instructions: Any damages resulting from not following the provided care and use instructions, including those of manufacturers for specific items.

  • Environmental Factors: Damage caused by exposure to extreme weather conditions, natural disasters, or any environmental factors beyond the control of the manufacturer.

Resolution of Warranty Claims

In the event of a warranty claim, the resolution may include one of the following options:

  • Refund: Receive a refund for the purchase amount.
  • Replacement: Obtain a replacement product
  • Store Credit: Receive credit to be used towards future purchases.

Please follow the instructions outlined in our Returns and Warranty Claims Process to initiate a warranty claim. We aim to address and resolve warranty claims promptly and fairly.

If you have received a replacement for a warranty claim then please note your warranty period does not reset and will still be 12 months from the original purchase date.

For goods covered by the manufacturers' warranty, we recommend referring to the accompanying documentation for specific instructions and contact details.

If you have any questions or need further assistance regarding our warranty policy, please contact our customer support team at info@patrolstore.com

Returns and Warranty Claims Process

  1. Take clear and focussed images of the defect (if applicable: product label, sole unit, entire product)
  2. Send these images in to info@patrolstore.com and include your order number. If your order number is not available then please confirm your full name and address in the email.
  3. Our customer service team will review these images and get back to you on the warranty claim process. 
  4. We will always need to contact our suppliers with warranty claims and these can take up to 10-14 days to be resolved. In exception to cases when the item is requested to be returned to the supplier, these estimations can take longer
  5. Items may be requested to be returned to us or the supplier and we are not held liable or responsible to replace the product prior to the suppliers outcome.
  6. Actions for the warranty claim will be informed/actioned from the suppliers outcome and this may result in rejection in some cases.

Postal Rates:

Order Value Standard Delivery
(Royal Mail 'Tracked 48'. 2 to 3 working days)
Express Delivery
(Royal Mail 'Tracked 24'. 1 to 2 working days)
Priority Delivery
(DPD - next working day courier). Orders placed by 3pm
Under £15 £3.49 £5.99 £8.99
Over £15 £6.99 £7.99 £8.99
  • Priority Delivery will require a signature on delivery.
  • Please note all orders need to be placed before 3pm online (or 2.30pm if placed by phone), Monday-Friday in order to benefit from same day dispatch. (Excludes Bank Holidays and stated closed days).
  • Postage rates apply to online orders with total weights under 10kg.
  • Next working day courier to UK overseas addresses, Northern Ireland and the highlands of Scotland do not count as mainland UK and will be charged at £19.99 (Royal Mail options are the same as for the UK).
  • Orders to BFPO addresses will be sent Standard Royal Mail 48. Although BFPO orders will be shipped the same day, please allow additional delivery time to arrive at the final destination address.
  • Orders to the Republic of Ireland will be charged at £19.99 and are sent Royal Mail International delivery

Other Postage T&Cs

1. Refusal to accept delivery of an order will result in a £15 deduction from the refund against the cost of goods.

2. If you need your order re-consigned to a new address, (excluding a neighbours) after dispatch a £10 surcharge may be applied to cover the courier fees.

3. If you are unable to receive a delivery and the goods are returned to us, a second postage equal to the original will be required to re-dispatch the goods, or if a refund is requested, a £15 deduction will be applied.

4. Please ensure that you enter a complete and accurate delivery address as PatrolStore.com cannot be held responsible for items which go missing or are delayed due to inaccurate or incomplete delivery address information.

5. 'Standard Delivery' and 'Express Delivery' are not signed-for services and are not considered lost until 15 working days have passed from the date of dispatch. Once 15 working days have expired we will provide a replacement via a courier or special delivery service. We regret that we cannot refund such items that are lost, or send replacements before the 15 working day period. Please choose 'Priority' delivery if you require items urgently.

6. Postcodes for Highlands and Islands of Scotland, N Ireland, Isle of Man & Isles of Scilly, Channel Islands and Isle of Wight are: FK17-99, G83, KW1-14, IV, HS, KA27-28, PA20-49, PA60-78, PH15-26, PH30-44, PH49-50, ZE, AB51

7. Guarantee: If your order does not arrive within the specified time frame for your delivery address, we will refund the full cost of your postage and packing to you.

8. Please call to discuss deliveries weighing more than 10Kg : 0800 999 4411

No information available.

At PatrolStore.com, we always strive to give you the best prices we can, so if you find any of the items listed on PatrolStore cheaper on any other UK based retail website* we will match that price and give you free delivery.**

To submit a price promise you can either email us a link to the relevant webpage at enquiries@patrolstore.com including your name and a contact telephone number, or you can give us a call on 0800 999 4411 and speak to one of our customer services team.

*Offer applies to retailers shipping new goods, currently in stock, from within the UK Mainland only, excluding auction sites, second hand goods, private ads and classified listings. Amazon is also excluded.

**Free standard delivery to UK Mainland addresses only, excluding Highlands of Scotland, British Isles and Northern Ireland.

PatrolStore.com reserves the right to withdraw the Price Promise at any time.