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Faulty/Incorrect Items

We comply fully with the Consumer Rights Act 2015. You are entitled to items that must be of satisfactory quality, fit for purpose and as described.*

If you receive a faulty item, or your item develops a fault then we may be able to replace it, repair it or refund you.**  If we have sent you the wrong item, then it is automatically classed as faulty in this regard.

The steps below list the information you need to start the process for your faulty item:

1. Let us know!

Email us about your issue - we are here to help and we want you to be satisfied with your product!

Faulty Items:

You may not need to return the item!  Accurately describe the issue and the events leading up to it (if you used lube, dressing aids etc.).  We may request that you provide photos of the issues, so if you can provide these in advance you may not need to return your item!

Incorrect Items:

It is more than likely that we will ask you to return the incorrect item (we will pay for return shipping, please see step 3).

2. If you need to return your item:

If we need you to return the item, then we will send you a returns note with our address for posting the item.  Adding your order number and date of posting to this note is essential - if you lack the capacity to print this note, then please include this information inside the parcel.

Faulty item(s) do not have to be returned with any of their original packaging (tags, polythene packaging, protective wrapping or boxes).

Intimate items such as toys and underwear need to be cleaned and placed in a plastic bag before they are returned to us for hygiene reasons. If you believe that this may damage the product further, let us know before returning the item.

Please package your item safely and securely for the return journey - please take special care if your item is fragile or delicate.

3. Sending the item back to us:

We are responsible for return postage back to the Recon Store.

We will refund your return shipping upon provision of a photo/scan of the postal receipt, or if the amount is clearly marked on the packet.

Please note that we are obliged to refund reasonable costs when you return the item(s) to us.  Your return postage method should match as much as possible the service used to ship the item to you - i.e. if we shipped an order to you using a non-timed, non-guaranteed postal service, and you ship back to us using a insured, next day courier service, then we are not obliged to refund the full amount.

If posting the parcel to us please take reasonable care as we cannot take responsibility for items lost in the post. We strongly recommend using an tracked postal service for this - monitor the progress of your package if tracking is available.  Keep your receipt and/or proof of postage until you are certain the item has arrived back with us.

For customers outside of the EU, you *must* mark the customs forms as "Returned Goods" - if this is not completed, we may be charged import fees for your goods and we may omit these charges from your refund.  If you are unsure of how to do this, please ask your shipping agent for assistance.

If you are unable to return the item to us easily, then we can attempt to have the item collected.  If you chose this option, you have a duty to make the item available to us for collection during standard courier collection hours.

4. Processing of replacement/refund/repair

When your either your pictures are received or your returned goods have received, we will confirm receipt and process your applicable refund, replacement or repair.

Refunds will be for the full amount of the product and any applicable original postage fees (i.e. if you have one faulty item from a multiple item order, then this will take into account the shipping cost of the other products.)

Replacements may take one to two working days to process (sometimes longer in busier periods) - if an item is unavailable we will make every attempt to let you know of any delays .

Repairs may take one to two working weeks (sometimes longer in busier periods), depending on the product.  We will make every endeavour to keep you up to date with timings regarding the repair and when we dispatch it to you.


*Explanation of these terms:

  • Satisfactory Quality - Goods shouldn't be damaged or faulty when you receive them. You should consider what a reasonable person would find satisfactory for the goods in question - for example, basic boots won’t be held to the same standard as branded, premium boots. 
  • Fit for purpose - the goods should be fit for the purpose they are supplied for (i.e. a lubricant should lubricate), as well as specific purposes you have made known to the us before you agreed to buy the goods.
  • As described - the goods supplied must match any description on the site (i.e. a pair of boots is described as coming with laces, they must come with laces), or pictures shown to you at the time of purchase.

The right to a full refund for your goods (if faulty) is limited to 30 days from the date you buy your product. After 30 days you will not be legally entitled to a full refund if your item develops a fault.

If you discover a fault within the first six months after buying the product, it is presumed to have been there since the time of purchase, unless we can prove otherwise.  We have one opportunity to repair or replace any goods which are of unsatisfactory quality, unfit for purpose or not as described.  We can choose whichever would be cheapest or easier to do.  If our attempt at a repair or replacement is unsuccessful, you can then claim a refund or a price reduction if you wish to keep the product.

After six months, if a fault develops the burden is on you to prove that the product was faulty at the time of delivery.  This may require some form of expert report, opinion or evidence of similar problems across the product range.

You're entitled to a full or partial refund instead of a repair or replacement if any of the following are true:

  • the cost of the repair or replacement to us is disproportionate to the value of the goods or digital content
  • a repair or replacement is impossible
  • a repair or replacement would cause you significant inconvenience
  • the repair would take an unreasonably long amount of time

If a repair or replacement is not possible, or our attempt at repair fails, or the first replacement also turns out to be faulty, you have a further right to receive a refund of up to 100% of the price you paid or to reject the goods for a full refund.

If you don't want a refund and still want your product repaired or replaced, you have the right to request us to make further attempts at a repair or replacement.

**For all countries in the EU.

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