Refund policy

Orders cancelled prior to shipment incur a processing fee of 3% of the order total.

Once an order is shipped, we offer a 30-Day Return Window for the Durable Hardware portion of your Safety Reserve purchase.

Because certain items are perishable, hygiene-related, or licensed materials, we use a partial return process.

What Can Be Returned

To receive a refund, you must return the complete Durable Hardware set, including:

·       Tenba Backpack

·       Nitecore Power Bank

·       Nitecore Flashlight

·       C.Crane Radio

·       Bluetooth Tracker

·       All cables and included manufacturer documentation

These items must be returned together.

What Cannot Be Returned

The following items are non-returnable once shipped and must be kept or disposed of locally:

·       Perishable items: All food rations and fruit bars

·       Hygiene & medical supplies: Grayl Geopress Purifier, First Aid Kit, N95 masks, and Potassium Iodide

·       Licensed materials: The Urban Resilience Guide (licensed for personal use; please do not redistribute)

How Your Refund Is Calculated

Once we receive and inspect your returned Durable Hardware, we will refund the amount you paid at checkout (excluding taxes), minus $670.

The $670 deduction reflects:

·       The retail value of the non-returnable items you keep, and

·       Non-refundable shipping, logistics, and payment processing costs.

How to Start a Return

To initiate a return, please email concierge@jpsutton.com.

If your return is approved, we will send you a return shipping box and prepaid label. Items sent back without first requesting a return will not be accepted.

Refund Timing

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at concierge@jpsutton.com.