Refund Policy

Last updated: 13 November 2026

At Semma4 Limited, we want our customers to be happy with their purchases. We aim to provide accurate product descriptions and clear information about the condition of our military surplus, second-hand and new products.

This policy explains how returns, exchanges, refunds and cancellations are handled.

1. Second-Hand and Used Goods

Due to the nature of our business, many of our products are genuine military surplus, pre-owned, used, vintage or previously issued items.

Change of mind – in-store purchases

For second-hand and used goods purchased directly from our shop, we operate an exchange-only policy for change-of-mind returns.

This means:

Second-hand goods cannot be returned for a refund simply because you have changed your mind.
Exchanges may be offered at our discretion.
Items must be returned in their original condition, with any original accessories supplied.
Proof of purchase must be provided.
Exchanges are subject to stock availability.

This policy applies to change-of-mind returns only and does not affect your statutory rights if an item is faulty, not as described or otherwise fails to meet the requirements of the Consumer Rights Act 2015.

Online purchases of second-hand goods

For second-hand goods purchased online or through other qualifying distance-selling arrangements, statutory cancellation rights still apply.

Customers generally have 14 days from receiving their goods to notify us that they wish to cancel their purchase, followed by a further 14 days to return the goods.

The fact that an item is second-hand, used or military surplus does not automatically remove these cancellation rights.

2. New and Unused Goods

For new and unused goods purchased directly from our shop, we may offer an exchange for change-of-mind returns at our discretion.

For qualifying online purchases, customers have the statutory right to cancel within 14 days of receiving their goods.

To be eligible for a voluntary exchange, goods should:

Be unused and in their original condition.
Be returned with original packaging where applicable.
Include all supplied accessories and components.
Be accompanied by proof of purchase.

This voluntary exchange policy does not affect your statutory rights.

3. Faulty, Damaged or Incorrect Goods

If you receive an item that is faulty, damaged, incorrectly supplied or not as described, please contact us as soon as possible.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

Depending on the circumstances, you may be entitled to:

A full refund.
A repair.
A replacement.
A price reduction.

30-day short-term right to reject

Where goods do not meet the requirements of the Consumer Rights Act 2015, you generally have 30 days from receiving them to reject the goods and request a full refund.

After this period, other statutory remedies may apply.

The condition of second-hand and surplus goods will be assessed in relation to their age, price, description and any specific defects disclosed before purchase.

We cannot refuse a valid claim simply because an item was sold as second-hand.

4. Online Order Cancellations

Under the Consumer Contracts Regulations 2013, customers purchasing goods online generally have 14 days from the day after receiving their order to notify us that they wish to cancel.

Once cancellation has been notified, customers have a further 14 days to return the goods.

Where a valid cancellation is made:

A refund will be issued using the original payment method.
Refunds will include the standard delivery charge originally paid, where legally required.
Any additional delivery costs for an upgraded delivery service may not be refundable.
Refunds will be processed within the applicable statutory timeframe.

Customers are responsible for the direct cost of returning goods when exercising their change-of-mind cancellation rights, provided this was made clear before purchase.

Goods should be returned in a condition that allows us to inspect them. We reserve the right to make a deduction where the value of goods has been reduced through handling beyond what would reasonably be necessary to inspect them.

5. Embroidered and Personalised Goods

Items that have been embroidered, personalised or manufactured to a customer's specific requirements are generally exempt from the statutory 14-day change-of-mind cancellation right.

This includes items personalised with:

Names.
Ranks.
Individual identification.
Custom embroidery.
Specific customer-requested designs.

Customers are responsible for checking all spelling, sizes, colours and personalisation details before approving an order.

Where an item has been incorrectly personalised or the work is faulty, your statutory rights remain unaffected.

6. Returns Procedure

Before returning any goods, we recommend contacting Semma4 so that we can advise you on the correct returns procedure.

Please include:

Your name.
Your order number or proof of purchase.
The item you wish to return.
The reason for the return.
Photographs where the item is damaged or faulty.

Please do not send items back without contacting us first, particularly where a product is damaged or faulty.

Returns should be securely packaged to prevent damage during transit.

7. Refund Processing

Where a refund is due, it will normally be processed using the original payment method.

Refund processing times may vary depending on the payment provider or bank.

For statutory refunds, we will comply with the applicable legal timeframes.

We cannot refund delivery charges for change-of-mind returns beyond the standard delivery charge requirements that apply to qualifying online cancellations.

8. Items We Cannot Accept for Change-of-Mind Returns

Unless statutory cancellation rights apply, or the goods are faulty, damaged or not as described, we cannot accept change-of-mind returns for:

Personalised or embroidered goods.
Custom-made items.
Items that have been altered at the customer's request.
Items damaged or modified after purchase.
Items returned in a condition materially different from that in which they were supplied.

Second-hand and used goods purchased in-store are exchange-only for change-of-mind returns.

9. In-Store Purchases

Customers purchasing goods directly from our premises are encouraged to inspect items carefully before completing their purchase.

As many of our products are military surplus, second-hand or vintage, customers should review the item's condition, description and photographs where applicable.

There is no automatic statutory right to a refund simply because a customer changes their mind about an item purchased in-store.

Our exchange policy for second-hand goods is outlined in Section 1.

Nothing in this section affects your statutory rights regarding faulty or incorrectly described goods.

10. School, CCF and Organisational Orders

Returns and exchanges relating to school, CCF, cadet and organisational orders will be considered in accordance with the original purchasing arrangements.

Where sizing sessions or group orders have taken place, customers should ensure that sizes and quantities are correct before confirming their order.

Items that have been embroidered or personalised may not be eligible for change-of-mind returns.

Any faulty, incorrectly supplied or incorrectly completed items will be dealt with in accordance with applicable consumer law and any agreed contractual arrangements.

11. Contact Us

If you have any questions about returns, refunds or exchanges, please contact us before sending goods back.

Semma4 Limited

Website: www.semma4.co.uk

Telephone: 01622 686515

Email: info@semma4.co.uk

Trading address: Semma4, The Homestead, Kingswood, Maidstone, ME173NU

We will always endeavour to deal with returns and customer enquiries fairly and promptly.