Order Help & Cancellation Policy

For new purchases made under this policy, Search & Rescue does not offer ordinary returns or exchanges for change of mind, fit, size preference, or color preference. The MVP does not include a self-service returns feature or a routine return-courier service. This restriction does not apply to an item that is wrong, damaged, defective, misdescribed, or not delivered, and does not limit cancellation rights, legally required remedies, or lawful payment disputes.

This policy applies only to new orders after it is published, disclosed before purchase, and any required notice or acceptance is completed. It does not remove rights promised for earlier purchases, including an existing return entitlement, or reduce nonwaivable consumer rights. Contact support@searchrescueapp.com about an earlier order or an order problem.

For a wrong, damaged, defective, misdescribed, or missing item, a cancellation request, or an incorrect charge, email support@searchrescueapp.com with your order reference and a description of the problem. S&R handles these cases through support; you do not need an in-app returns feature or to collect payment from the boutique or courier yourself. Do not send merchandise to our administrative address or arrange a courier without instructions from support.

Please include the affected item and, where useful, photos of the problem. Do not email full card details, passwords, or unnecessary sensitive information. Reporting a delivery problem within 48 hours helps preserve evidence, but it is not a cutoff that removes an otherwise valid claim.

Selecting a size or color and later preferring a different one is different from receiving an item that does not match your order. Wrong, damaged, defective, misdescribed, and missing items are handled through support, not rejected merely because ordinary returns are unavailable.

If the boutique cannot supply the complete order, it must select Item unavailable before marking Ready and before a boutique transfer or courier delivery has been created. This cancels fulfillment of the whole order and starts a full refund of the original amount paid, including the item price and its S&R markup, service and delivery fees, applicable tax, and any tip. The MVP does not offer partial-order editing, partial fulfillment, or substitution; the shopper may place a new order after the unavailable order is cancelled. Refund completion is confirmed only after the payment provider reports success; a pending or failed refund is not represented as completed.

The MVP has no shopper self-service cancellation control. Contact support promptly with your order reference to request cancellation. A request does not by itself stop fulfillment; support confirms the outcome based on the order stage and whether fulfillment can safely be stopped. The detailed cancellation, unavailable-item, failed-delivery, and late-delivery rules remain in sections 6 through 9 of the Customer Terms.

Before courier assignment, a completed cancellation releases or refunds all order charges. After assignment, if pickup is successfully stopped, only the original disclosed delivery fee remains payable. After pickup, an ordinary change-of-mind cancellation is not guaranteed; support will assess whether delivery can safely be stopped or redirected. Any agreed additional transport must be disclosed and authorized before it is charged.

Those customer-cancellation charges do not apply when S&R, the boutique, or the delivery provider cancels for reasons not caused by you, or when the order cannot be fulfilled. When the whole order cannot be fulfilled, all amounts paid for it are released or refunded. Required remedies and the delivery-fee commitment in the Customer Terms remain available.

Other cancellation requests, partial refunds needed to resolve an order problem, late-delivery-fee refunds, and refunds after Ready are handled individually by S&R support. The MVP does not provide shopper self-service cancellation, automatic late-delivery-fee refunds, or automatic post-Ready transfer reversals. Support confirms the order stage, whether fulfillment can safely be stopped, the applicable remedy, and the payment-provider result. These workflow limitations do not remove the refund commitments in the applicable customer policy, rights promised for earlier purchases, or remedies required by law.

S&R initiates an approved merchandise refund within three business days after approval, or sooner where required by law. Refunds are processed through the original payment processor to the original payment method. If that method cannot receive the refund, S&R coordinates an authorized alternative through the processor with notice to you. Bank posting times are separate. Business days are Monday through Friday, excluding U.S. federal holidays.

A full refund of an affected item includes the amount actually paid after discounts, including its S&R markup, plus refundable applicable tax. The treatment of delivery fees, service fees, and tips follows the cancellation or order-problem rules. When an entire order fails through no fault of yours, the amounts paid for that failed order are refunded, including its affected fees and any undelivered-order tip.

An authorization hold may be released rather than appear as a separate refund. Approved or required refunds do not depend on first collecting reimbursement from the boutique or courier. Closing your app account does not remove an accrued refund or other protected right. Your lawful payment-dispute rights remain available.

If an order problem requires sending merchandise back, support will provide the appropriate instructions. This limited corrective handling is not an ordinary returns feature. You will not be charged reasonable corrective transportation needed for a verified wrong, damaged, or defective item for which you are not responsible.

Search N Rescue Inc. | Search & Rescue Customer Support 115 Everdell Ave, Hillsdale, NJ 07642 Email: support@searchrescueapp.com

Administrative/legal mail only. Do not send merchandise to this address or arrange a courier without instructions from support.