Unused items can be returned to us free of charge within 30 days.

• Return your shipment free of charge to a PostNLor DHL point

For your return shipment, please use a return label by registering your return in your account. You will find the correct return address on the return label.

Please retain your proof of postage until your return has been processed by us.

It is currently not possible to use the DHL lockers or DHL self-scans. If you are looking for a DHL point near you, you can use the 'Refine search' option to exclude it from the search results.

Submit a return request

Click on this linkand then submit a return request.

1. Log in to you account:

1. Enter your email address in the Email field, and then click Continue.
2. Open in you email account the email thatyou received from us and copy the six-digit verification code contained in the email.
3. Return to the webshop and then enter a six-digit verification code.

2. Click on the order for whichyou want to submit the return.
3. Ifyou If your order consists of multiple items, please select the items thatyou want to return.
4. Select a return reason and add a note for us.
5. Click on Request return.

If you return request is approved and must be sent, receiveyou an email with shipping instructions and a return label. After the product is returned, you will receiveyouyou money back.

The cost of returning the parcel is at your own expense.

We are sorry if your item arrived damaged or faulty! Please let us know by contacting us.

Please make sure you have your order number, description and photos of the damage with you. Only with this requested information will we be able to solve the problem for you as soon as possible.

Direct exchange of an item is unfortunately not possible. To receive the desired article, you can place a new order and return the other one to us free of charge.

I have returned my order. When will I receive my money back?

You have returned an item and are waiting for a refund.

Log in to see the status of your most recent return(s).

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Processing a return can take up to 10 days. Even if the tracking link indicates that your return has already been received by us, we may need this time to process your return.

Once your return has been processed, the purchase amount will be refunded to the payment details known to us as soon as possible. If you paid for your order by bank transfer or iDEAL, you can expect your refund in your bank account within 5 working days*. For payments with PayPal and credit card** this can take up to a maximum of 14 days*.

* Normal processing time, barring exceptions.

**If you have paid by credit card, the refund can be found on the next monthly statement or on the day of debit.

When you drop off a return shipment at a PostNL or DHL* parcel point, you will receive a Track & Trace code that allows you to track your shipment from the parcel point to our return centre.

Log in to see the status of your most recent return(s).

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Processing a return can take up to 10 days. Even if the tracking link indicates that your return has already been received by us, we may need this time to process your return.

Once we have received and processed your return, you will receive a return confirmation e-mail.

If you have not received an e-mail from us two weeks after returning your order, please contact our customer service team. We will be happy to help you.

*It is currently not possible to use DHL lockers. If you are looking for a DHL point near you, you can use the ‘Refine search’ option to exclude it from the search results.

We are sorry to hear this and hope you received the items intact and complete.

If the damage is only to the package, you can use a different box for any return.

All items whose invoice has been paid within the payment period can be returned to us for 30 days. This is possible if the items are in original condition. The article must therefore be unused and undamaged.

If you wish to return the item, make sure you do not dirty the item and return it to us in its original condition and factory packaging.

If you no longer have an SOS Central box in your possession, you can also use another box, provided the return label is clearly visible.

Are you returning emergency ration items?

Only emergency rations that are unopened, unused and still in their original packaging can be refunded for hygiene reasons. Please ensure that any accompanying packaging, instructions and accessories are also returned.

Have you already opened it and it's still not for you? Then consider gifting it to a family member or one of your friends and help us reduce unnecessary waste.

By Dutch law, we are obliged to include the following text on our page. Although the text may be somewhat confusing, we want to assure you that this text does not affect our return policy: you still have 30 days to return your order. Our 30-day right of withdrawal with additional requirements does not further affect the statutory right of withdrawal. Additional requirements do apply for invoking this additional regulation. You can read these here.

Right of withdrawal

You have the right to withdraw from the contract within a period of 30 days without giving reasons.

The withdrawal period expires 30 days from the day on which you or a third party designated by you, other than the carrier, takes physical possession of the good.

To exercise the right of withdrawal, you must inform us of your wish to withdraw from the contract by an unequivocal statement (e.g. in writing, by post, fax or e-mail). You may use the model withdrawal form for this purpose but are not obliged to do so.

To meet the withdrawal deadline, it is sufficient to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from the contract, all payments made by you up to that point, including delivery costs (with the exception of any additional costs resulting from your choice of a mode of delivery other than the least expensive standard delivery offered by us) shall be refunded by us without delay and in any event not later than 14 days after we have been informed of your decision to withdraw from the contract. If you return only part of your order, the cost of delivery will not be refunded. We will refund you using the same means of payment with which you made the original transaction, unless you have expressly agreed otherwise; in any case, you will not be charged for such refunds. We may wait to refund you until we have received the goods back, or you have proved that you have returned the goods, whichever comes first.

You shall return or hand over the goods to us without undue delay and in any event not later than 14 days from the day on which you communicate the decision to withdraw from the contract to us. You are on time if you return the goods before the 14-day period has expired.

For the correct return address, please refer to the return address on the provided return label enclosed with your order. You will bear the direct cost of returning the goods.

You will only be liable for the depreciation of the goods resulting from the use of the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods.

SOS Central offers a guarantee of at least 2 years on all items. If a purchased item does not live up to your reasonable expectations, please contact us. We will then see what we can do for you.

Defects not covered by the guarantee:

• Normal wear and tear.
  
• Defects caused by incorrect or intensive use.
  
• Defects caused by external influences, e.g. friction, sharp objects or chemicals.
  

If you have a complaint about our service or one of our products, please contact us via one of our contact channels. You can expect a substantive response from us within 14 days of receiving your complaint.

If you are not satisfied with the handling of your complaint, you can also submit it to the Thuiswinkel Disputes Committee, Postbus 90600, 2509 LP in The Hague. You can also submit your complaint to the Disputes Committee via the European ODR Platform(http://ec.europa.eu/consumers/odr/).