30 DAY MONEY BACK GUARANTEE

Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. Sealed items must still be sealed. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at info@ostnerworks.com.

If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@ostnerworks.com.

Damages and issues

Please inspect your order when it arrives and contact us straight away if the item is defective, damaged, or if you receive the wrong item, so we can look into it and make it right.

Exceptions and non-returnable items

Some items cannot be returned once the seal is broken, for safety and hygiene reasons:

• Emergency food and water rations, and anything else consumable
• Water filters, purification tablets, and filter cartridges
• Respirators, face masks, and other personal protective equipment
• First aid kits and medical supplies
• Hazardous materials, flammable liquids, fuel canisters, aerosols, and gases

These are still fully returnable while sealed and unopened, and we will always replace anything that arrives defective or damaged.

Custom or personalised orders and gift cards cannot be returned. We also cannot accept returns on sale items.

Please get in touch if you have a question about your specific item.

Exchanges

The fastest way to get what you want is to return the item you have. Once the return is accepted, place a separate order for the new item.

European Union 14 day cooling off period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without giving one. As above, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Refunds

We will let you know once we have received and inspected your return, and tell you whether the refund was approved. If approved, you will be refunded automatically on your original payment method within 10 business days. It can take a little longer for your bank or card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at info@ostnerworks.com.