Shipping policy

SHIPPING & RETURN POLICY
Effective Date: February 2026

At ReadySet, we understand that when it comes to emergency preparedness, reliability extends beyond our products to every aspect of your experience with us. This policy outlines our commitment to transparent, dependable shipping and hassle-free returns across the European Union.

1. SHIPPING POLICY

1.1 Service Areas

We currently ship only to European Union countries, and the UK. 

All orders ship from our warehouse in Alkmaar, Netherlands. We do not currently ship to addresses outside the EU or to PO boxes.

1.2 Shipping Carriers & Tracking

We partner with trusted carriers to ensure secure delivery:

Primary carriers: PostNL (Netherlands and Belgium), DHL (Germany, Austria, France), and select local carriers based on your delivery location.

Tracking: You will receive a shipping confirmation email with tracking information within 24 hours of dispatch. Track your order through our website or directly via the carrier's tracking portal.

1.3 Delivery Timeframes

Standard delivery timeframes from date of dispatch:

Destination          | Estimated Delivery Time
---------------------|-------------------------
Netherlands          | 3-5 business days
Belgium              | 3-5 business days
Germany              | 3-5 business days
France               | 3-5 business days
Austria              | 3-5 business days
Other EU countries | 4-7 business days
UK                 | 5-9 business days

Please note: Delivery times are estimates and may be affected by customs processing, holidays, or unforeseen carrier delays. We will notify you immediately if any significant delays occur.

1.4 Shipping Costs

FREE SHIPPING on all EU orders €199 or more (excl. UK)

For orders under €99 or UK orders: Standard shipping rates apply based on your location and the weight of your order. Shipping costs are calculated at checkout before you complete your purchase.

All prices include VAT where applicable.

1.5 Order Processing

Orders are typically processed and dispatched within 1-2 business days of order confirmation. You will receive an email notification once your order has shipped. During peak periods (e.g., severe weather events, promotional campaigns), processing may take up to 3 business days.

1.6 Delivery Requirements

Emergency preparedness kits require signature upon delivery to ensure security. Please ensure:
• Someone 18+ is available to sign for the package
• The delivery address is accurate and complete
• You monitor tracking updates for delivery attempts

If delivery cannot be completed after two attempts, the package will be held at the local carrier facility for 7 days before being returned to us. Re-delivery fees may apply.

1.7 Damaged or Lost Shipments

Damaged packages: If your package arrives visibly damaged, please refuse delivery or note the damage with the carrier before accepting. Contact us immediately at info@getreadyset.eu with photos, and we will arrange a replacement at no cost to you.

Lost packages: If tracking shows your order as delivered but you have not received it, contact us within 48 hours. We will investigate with the carrier and resolve the issue promptly.

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2. RETURN POLICY

Your satisfaction and safety are our top priorities. Our return policy complies with EU Consumer Rights Directive 2011/83/EU and applicable national consumer protection laws.

2.1 Return Window

You have 14 calendar days from the date you receive your order to return it for any reason.

The 14-day period begins the day after you (or a third party you designate) physically receives the goods. To meet the deadline, you must notify us of your decision to return before the 14-day period expires.

2.2 How to Initiate a Return

To start a return:
• Contact our customer service team at info@readyset.eu with your order number and reason for return
• We will provide return authorization and instructions within 2 business days
• Pack the items securely in original packaging (if possible)
• Ship the return to the address provided in your return authorization

Return Address:
We will provide you the address via email. 
Any return sent to an address other than the one provided via email cannot be respected.  

2.3 Return Shipping Costs

Standard returns: Customers are responsible for return shipping costs unless the item is defective or we shipped the wrong product.

Defective or incorrect items: We will provide a prepaid return label and cover all shipping costs. You will receive a full refund including original shipping fees.

We recommend using tracked shipping to ensure your return reaches us safely. ReadySet is not responsible for returns lost in transit without tracking.

2.4 Condition Requirements for Returns

To be eligible for a refund, returned items must:
• Be unused and in resalable condition
• Include all original packaging, manuals, and accessories
• Not show signs of use beyond inspection (minor handling for inspection is acceptable)
• Have seals intact where applicable (see Non-Returnable Items below)

2.5 Non-Returnable Items

For health and safety reasons, the following items cannot be returned once opened or seals are broken:
• Emergency food supplies and water packs
• Whistles 
• Any items with broken hygiene seals

These items can still be returned if they remain sealed and unopened. If you receive a defective product in these categories, please contact us immediately for a replacement or full refund.

2.6 Restocking Fee

A 7% restocking fee applies to all standard returns to cover inspection, repackaging, and administrative costs. This fee will be deducted from your refund amount.

No restocking fee applies if:
• The item is defective or damaged
• We shipped the wrong product
• The item does not match its description on our website

2.7 Exchanges

We offer exchanges only for defective or damaged items. If you wish to exchange a product for a different size or type, please return the original item for a refund and place a new order on our website.

2.8 Refund Processing

Once we receive your return:
• We will inspect the items within 2 business days
• You will receive email confirmation of receipt and inspection results
• Approved refunds are processed within 7 business days
• Refunds are issued to your original payment method

Please note: While we process refunds within 7 business days, it may take an additional 3-5 business days for the funds to appear in your account, depending on your financial institution.

2.9 Defective or Damaged Products

If you receive a defective or damaged product, please contact us immediately at info@getreadyset.eu with:
• Your order number
• Photos of the defect or damage
• Description of the issue

We will provide a prepaid return label and offer your choice of a full refund or replacement, with no restocking fee.

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3. YOUR CONSUMER RIGHTS

Under EU Consumer Rights Directive 2011/83/EU, you have the right to:
• Withdraw from your purchase within 14 days without giving a reason
• Receive a full refund (minus restocking fee where applicable) for items returned in resalable condition
• Receive clear information about your right to cancel

These rights are in addition to your statutory rights under applicable national consumer protection laws, which are not affected by this policy.

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4. CONTACT INFORMATION

For questions about shipping, returns, or this policy:

Customer Service Email: info@getreadyset.eu
Returns Email: info@getreadyset.eu
Response Time: Within 24 hours on business days

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5. POLICY UPDATES

We may update this Shipping and Return Policy from time to time to reflect changes in our practices or legal requirements. The most current version will always be available on our website. Material changes will be communicated to customers via email.

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This policy complies with EU Consumer Rights Directive 2011/83/EU and 
applicable national laws. For the complete legal framework, please refer 
to our Terms and Conditions.
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