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Returns, Refunds and Exchanges

Thanks for shopping at aakss.org.uk and supporting the vital work of Air Ambulance Kent Surrey Sussex (KSS). 

We hope that you are happy with your purchase, however, if you are not entirely satisfied, we're here to help. Should you wish to return, request a refund or exchange your items, please see the relevant section below for further details:

 

Payment

We currently only accept payment in British Pound Sterling (£GBP).

 

Delivery Information

A postage and packing fee is charged to cover the costs of us sending you your Christmas cards. This is so more money can go towards our life-saving service.

 

The postage and packing fee is currently £3.00, regardless of parcel size. Please note that large orders may be separated into multiple parcels. This will not affect your delivery charge.

 

We will aim to dispatch your Christmas cards within 14 days of receiving your order. Please be aware that Christmas is a busy period and deliveries are also taking longer than usual in some postcode areas due to the current Covid-19 situation. We do ask for you to be mindful of delivery times when purchasing your Christmas cards.

 

Proof of Purchase

Purchase made via KSS website:

After purchasing your Christmas cards through our website, you will be sent a confirmation email with details of your purchase. Please ensure that you keep this safe.

We do ask for you to check your confirmation email carefully upon receipt, to ensure any errors in your order can be corrected before your Christmas cards are dispatched. Please call 01634 471900 or email hello@aakss.org.uk if you need to correct an order.

 

Faulty Items

We hope that you are satisfied with the quality of your item/s. Should you wish to return or exchange a faulty item please contact our Supporter Care Team via hello@aakss.org.uk or by giving us a call on 01634 471900.  

Our team may ask for a photograph of the damage so that we can assess where the damage may have occurred and improve our process in the future. Once you have taken a photograph, we ask that you please recycle the damaged cards rather than return them. We will then arrange for a replacement pack to be sent to you at no extra cost (subject to availability).

Please note, refund requests for faulty orders must be submitted within 30 days of receiving your order and will only be accepted if they are submitted by the person who purchased the item. Exchange requests must be submitted within six months and will also require submission by the person who purchased the item. 

 

Incorrect Item Received 

We apologise if you have received the wrong item. Please contact our Supporter Care Team via hello@aakss.org.uk or by giving us a call on 01634 471900.  Our team will ask you to return the incorrect order to us at no cost to you and we will refund or replace as you prefer. 

Please note, refund requests for incorrect items must be submitted within 30 days of receiving your order and will only be accepted if they are submitted by the person who purchased the item. Exchange requests must be submitted within six months and will also require submission by the person who purchased the item. 

 

If you Change your Mind

If you change your mind about your order then please contact our Supporter Care Team via hello@aakss.org.uk or by giving us a call on 01634 471900. Our team will ask you to return your order to us at your own expense within 14 days to the following address: 

Kent, Surrey & Sussex Air Ambulance Trust

Air Ambulance Building 

Rochester City Airport 

Maidstone Road

Chatham

ME5 9SD

Please ensure that your return is securely packaged and that you include either a copy of your order confirmation email or a note detailing your name and delivery address. Once we receive your item, we will inspect it and notify you on the status of your refund.

All returns must be in their original unused condition. We reserve the right to refuse a refund based on the condition of the item. If your return is approved, we will either initiate a refund to you via the original method of payment or send you an exchange (subject to availability). If you request a refund, you will receive the credit within a certain amount of days, depending on your card issuer's policies. Please note, that shipping costs are non-refundable so you will only receive a refund for the cost of the item. 

 

Substitutes 

Please note that if we do not have the available stock to fulfil your order then we will replace it with the nearest possible match