Our Terms and Conditions

1. General

1. 1.1 GolfOnline.co.uk (“GolfOnline”, “we”, “our”, “us”) is operated by Fairway of Course Ltd, a company registered in England and Wales (company number 04229016), registered office Woodfield House, 506 to 508 Honeypot Lane, Stanmore, Middlesex, HA7 1JS. Our contact details are in section 24.
2. 1.2 These terms, together with our Shipping and Returns Information pages, apply to every order you place with us. If anything on those pages conflicts with these terms, these terms apply. How we use your personal data is explained in our Privacy and Security policy.
3. 1.3 We may update these terms from time to time, for example to reflect changes in the law or in how we work. The version that applies to an order is the one shown on this page when you placed it. Changes do not affect orders already placed.
4. 1.4 You must be 18 or over to create an account, place an order or enter into a contract with us.
5. 1.5 If you buy on behalf of a business, club or society, you confirm you have authority to bind it to these terms, and section 22 also applies.
6. 1.6 Nothing in these terms affects your statutory rights as a consumer. For information about your rights, contact Citizens Advice.

2. Your account

1. 2.1 You can shop as a guest or create an account. Each person may hold one account. The information you give us must be accurate, complete and kept up to date.
2. 2.2 You are responsible for keeping your password secure and for activity on your account. Use a password you do not use elsewhere, and tell us straight away if you think someone else has used your account.
3. 2.3 Accounts are personal and may not be sold, shared or transferred. Account credit, gift voucher balances and loyalty points cannot be moved between accounts unless we agree.
4. 2.4 You can close your account at any time by contacting us. See our Privacy and Security policy for what happens to your data.

3. Account suspension, closure and automatic removal

To protect our customers and keep our records accurate and current, we may suspend, close or automatically remove accounts in the situations below. Where these terms say we may act without notice, we do not have to tell you first. Removal is permanent and cannot be reversed.

1. 3.1 Inactive accounts. We may close and remove, without notice, any account with no activity for 12 months or more. Activity means signing in, placing an order online, by phone or in store using your account, using loyalty points, a voucher or account credit, or contacting us about an order. Signing in at least once every 12 months keeps your account open.
2. 3.2 Fraud and misuse. We may suspend an account immediately, and then close it, if we reasonably suspect fraud or misuse. This includes using stolen payment details, false identities, unauthorised chargebacks, fraudulent claims of non-delivery, damage or fault, or misuse of promotions, codes, vouchers, points or our returns policy. We may cancel pending orders on that account. Where giving notice could help the fraud or harm an investigation, we will not give it.
3. 3.3 Where we suspect fraud, we may share relevant information with the police, payment providers, couriers and fraud prevention services, as explained in our Privacy and Security policy.
4. 3.4 Bots and fake accounts. Accounts created or operated by automated software, or with false, made-up or disposable details, may be removed without notice, along with any orders, points or sign-ups linked to them.
5. 3.5 Unconfirmed registrations. Registrations and newsletter sign-ups that are not confirmed within 30 days may be removed without notice.
6. 3.6 Duplicate accounts. If you hold more than one account, we may merge them or remove the duplicates. We will keep your orders, credit and points together where we can.
7. 3.7 Abuse and serious breaches. We may close any account used for abusive, threatening or discriminatory behaviour towards our staff or customers, or used in serious or repeated breach of these terms.
8. 3.8 Excessive returns. If an account shows an unusually high rate of returns or delivery claims, we may restrict delivery options, require signature or collection services, apply higher delivery charges (always shown before you pay, so you can choose not to proceed) or close the account.
9. 3.9 Balances and open orders. We will not remove an account under clause 3.1 while it holds an unspent gift voucher or account credit balance, or has an open order, return, refund, warranty claim or dispute. Loyalty points are forfeited when an account is closed or removed (section 17). Where we close an account under clauses 3.2 to 3.7, any balance is handled in line with the law and the outcome of any investigation.
10. 3.10 Existing contracts. Closing or removing an account does not affect your rights on goods already delivered. Once account data is removed, you will need your proof of purchase (order confirmation email, receipt or payment reference) for any return or warranty claim.
11. 3.11 If you believe we have closed your account in error, contact us and a member of our team will review the decision.

4. Products, prices and information

1. 4.1 We describe products as accurately as we can. Colours on screen depend on your device and may differ slightly from the product. Weights, dimensions, capacities and specifications are approximate and are usually supplied by the manufacturer.
2. 4.2 Manufacturers sometimes update products. We may supply a product of equal or better specification. If you are not happy with it, you can return it under section 8.
3. 4.3 Size charts and fit guides are supplied by manufacturers and are a guide only. Please try clothing and footwear indoors on a clean surface.
4. 4.4 All products and promotions are subject to availability. We may withdraw a product from sale at any time.
5. 4.5 Prices are in pounds sterling and include UK VAT unless stated. Delivery charges are shown at checkout before you pay. Prices may change, and the price that applies is the one shown when you place your order.
6. 4.6 Pricing errors. Despite our care, a product may occasionally be shown at the wrong price. If the correct price is higher, we will contact you before dispatch so you can choose to proceed at the correct price or cancel for a full refund. If a price is obviously wrong and you could reasonably have known it was a mistake, we do not have to supply the product at that price.
7. 4.7 Products are supplied for personal and domestic use. If you buy for business use, section 22 applies.
8. 4.8 If you choose to view prices in a currency other than pounds sterling, those prices are a guide only. Unless stated otherwise at checkout, you will be charged in pounds sterling, and your bank or card provider may apply its own conversion fees.
9. 4.9 Using products safely and legally. Always follow the manufacturer’s instructions, especially for electric trolleys and lithium batteries, laser rangefinders and GPS devices. Whether a distance-measuring device may be used in competition depends on the rules of golf and of your club or competition. Some products, such as lithium batteries, may have delivery restrictions.

5. Order process

1. 5.1 When you place an order, you are offering to buy the products on these terms. We will email you to acknowledge your order. That email confirms we have received it; it does not mean we have accepted it.
2. 5.2 When the contract is formed, and our right to decline or cancel. We accept your order, and a contract is formed, when we dispatch the goods (or when they are ready for collection). Until then, we may decline or cancel all or part of your order for any reason. Typical reasons include:
   • suspected fraud, failed security or payment checks, or details we cannot verify;
   • the item is out of stock, discontinued, delayed by the manufacturer or otherwise cannot be supplied;
   • a pricing, description or system error;
   • we cannot deliver to the address given, or the destination is restricted for that product;
   • previous delivery problems, disputed or unverified delivery claims, chargebacks or unusually high returns on your account or address;
   • abusive behaviour towards our staff, or a previous breach of these terms;
   • orders that appear to be for resale or exceed a quantity limit (clause 5.8);
   • legal, regulatory or brand restrictions, or events outside our control.
   These are examples, not a complete list. If we decline or cancel, we will tell you and refund any payment taken for the cancelled items in full to your original payment method; we will not be liable to you for anything further. Once your order has been dispatched, we can only cancel it as set out elsewhere in these terms.
3. 5.3 We may contact you to check details before dispatch, such as your payment, address or identity. If we cannot verify them within a reasonable time, we may cancel the order and release any payment authorisation.
4. 5.4 If an item becomes unavailable after you order, we will tell you promptly and either offer an alternative or refund you in full for that item.
5. 5.5 If we decline or cancel an order, any payment taken for it is refunded in full to your original payment method.
6. 5.6 Your order details are shown in your account while it is open. Please keep your order confirmation emails, as you may need them as proof of purchase.
7. 5.7 Adding an item to your basket or wishlist does not reserve it. Stock is only allocated when your order is placed and payment is authorised.
8. 5.8 Quantity limits and resale. We may limit the quantity of any product per customer, household or address, particularly for new launches, limited editions and promotions. Our products are sold to end users, and many brands do not allow us to supply goods for resale. We may decline or cancel orders that appear to be for resale or that exceed a quantity limit, unless we have agreed trade terms with you (section 22).
9. 5.9 Pre-orders and back-orders. For products not yet released or temporarily out of stock, any dispatch date shown is an estimate based on information from the manufacturer and may change. We will keep you informed of significant delays, and you can cancel at any time before dispatch for a full refund. Payment is normally taken when the item is ready to ship.
10. 5.10 Store collection. If you choose to collect from our Stanmore store, please wait for our email confirming your order is ready and bring your order number and photo ID. The cardholder may need to be present. If an order is not collected within 14 days of being ready, we may cancel it and refund you, less any reasonable costs we incur.
11. 5.11 We cannot accept orders where supplying the goods would break UK sanctions, export controls or other laws, or a brand’s distribution restrictions for a destination.

6. Payment

1. 6.1 We accept the payment methods shown at checkout, which may include debit and credit cards, PayPal, Apple Pay, Google Pay, gift vouchers, account credit and loyalty points.
2. 6.2 Payments are processed by secure, PCI DSS certified payment providers. We do not see or store your full card number.
3. 6.3 When you order, your payment may show as “pending”. We take payment when your goods are ready to ship. If payment fails, we may send you a new payment link; unpaid orders may be cancelled after reasonable notice.
4. 6.4 All orders are subject to security and fraud checks, which may be automated. An order may be held for a manual check, or declined. See our Privacy and Security policy for your rights.
5. 6.5 If you raise a chargeback or payment dispute, we will provide evidence to your card issuer or payment provider. Chargebacks raised without good reason may lead to account action under section 3.
6. 6.6 If you pay using a buy now, pay later or credit service, that service is provided by its own provider under its own terms, and any complaint about the credit itself should go to that provider.

7. Delivery

1. 7.1 Delivery options, charges and estimated times are shown on our Shipping Information page and at checkout. Delivery times are estimates. We dispatch as quickly as we can, but events such as bad weather, courier delays or industrial action can affect delivery.
2. 7.2 If we do not deliver within the time agreed, or within 30 days if no time was agreed, you can give us a reasonable further period to deliver, and cancel for a full refund if we still do not.
3. 7.3 When the goods become your responsibility. Goods are our responsibility until they are delivered to you, or to someone or somewhere you have nominated, such as a named neighbour, a safe place you chose or agreed to, or a collection point you selected. From then on they are your responsibility. Ownership passes to you once we have received full payment.
4. 7.4 Safe place and courier decisions. If no one is in, the courier may leave your parcel in a safe place at the delivery address or with a neighbour. Delivery instructions you give at checkout are passed to the courier, but we cannot guarantee they will be followed.
5. 7.5 Proof of delivery. Couriers may record timestamped photographs, GPS location data or a signature as proof of delivery. If you tell us a parcel has not arrived, we will investigate with the courier using this evidence. Where it shows the parcel was delivered to you or to a person or place you nominated, delivery is complete and any later loss is treated as theft after delivery, which you should report to the police. We will provide the courier evidence where it helps.
6. 7.6 Please tell us about a missing, late or damaged delivery as soon as possible, ideally within 7 days of the expected delivery date. Couriers have short claim windows, so late reports can make it harder for us to investigate. This does not affect your legal rights.
7. 7.7 Please check parcels when they arrive. If the packaging is visibly damaged or looks tampered with, refuse the delivery or sign for it as “damaged”, and tell us.
8. 7.8 To change a delivery address after dispatch, contact us. Changes arranged directly with the courier are outside our control and may cause delays, extra charges or failed delivery.
9. 7.9 If a parcel is refused, cannot be delivered because the address was wrong or incomplete, or is not collected, and it returns to us, we will refund you less the reasonable costs of delivery and return. If you still want the goods, we may charge for redelivery.
10. 7.10 We may send products in the manufacturer’s branded packaging. If you need plain outer packaging, ask when you order; we will try to help but cannot guarantee it.
11. 7.11 High-value or high-risk orders may need a signature, identity check, collection from store or another delivery method. Where repeated delivery disputes or access problems arise, we may limit future deliveries to signed-for services, collection points or store collection.

8. Cancellations and returns

Step-by-step instructions are on our Returns Information page, which forms part of these terms. Our returns policy below is in addition to your legal right to cancel (clause 8.14) and your rights for faulty goods (section 9).

Our returns policy

1. 8.1 Return periods. You can return an unwanted item for a refund within:
   • 60 days for new items; or
   • 30 days for used, pre-owned, second-hand, ex-display and clearance items.
   The period runs from the first delivery attempt recorded by the courier, regardless of any later redelivery or collection, or from the date of purchase for items bought in our store. From time to time we may offer a longer period, for example for Christmas gifts; any extended period and its conditions will be shown on our Returns Information page.
2. 8.2 Request a return first. You must request your return through My Account within the return period and wait for approval and a unique RMA reference before sending anything. We will tell you where to send the item, which may occasionally be direct to the manufacturer. Items sent without an RMA reference may be delayed or refused. Items bought in our store should be returned to the store unless we agree otherwise. You may also bring an online or phone order to our Stanmore store with your RMA reference; it will be inspected on the same terms and timescales as a postal return, and no refund or exchange is given at the counter.
3. 8.3 Condition. New items must be returned unused and in new, resaleable condition, in their original packaging with seals unbroken and all tags, labels, headcovers, tools and accessories. Used, pre-owned, ex-display and clearance items must be returned in the condition they were supplied in, as described and photographed on the product page. You must take reasonable care of items while they are with you and pack them securely; for golf clubs, protect the heads, shafts and grips.
4. 8.4 Try before you use. Please try shoes, clothing and accessories indoors on a clean, soft surface, and check clubs without hitting balls. Once an item has been worn, used or shows signs of use, it cannot be returned under this policy. For example, shoes worn for a round of golf and returned because they are uncomfortable cannot be refunded. Sizing guides are supplied by manufacturers, so if you are unsure about size or fit, contact us before use.
5. 8.5 Return costs. We do not offer free returns. You pay the cost of returning unwanted items. If you use a returns label provided by us, £7.00 will be deducted from your refund for addresses in UK mainland. For other areas, including the Scottish Highlands and islands, Northern Ireland, the Channel Islands and outside the UK, we can provide a quote, or you can arrange your own tracked return. Faulty items are covered by section 9. If you cannot return an item yourself, we may arrange a collection for a fee based on its size, weight and your location.
6. 8.6 Proof of postage. Use a tracked and, for valuable items, insured service, and keep your proof of postage and tracking. Items are your responsibility until they reach us. We cannot refund items lost or damaged in return transit unless you can provide valid proof of posting and tracking, and damage caused by inadequate packaging may reduce your refund.
7. 8.7 Exchanges. To change a size or colour, return the original item for a refund and place a new order. We cannot reserve or hold stock while a return is in transit.
8. 8.8 Items that cannot be returned unless faulty. For hygiene, safety or legal reasons, the following cannot be returned:
   • custom-built or custom-fitted clubs made to your specification (for example a chosen shaft, length, lie, loft or grip);
   • customised, personalised, engraved or logo items (section 11);
   • base layers, underwear and socks, and any item supplied sealed for hygiene reasons, once unsealed or worn;
   • soiled or unhygienic items;
   • single items taken from a multi-pack;
   • CDs, DVDs, books and software once any seal is broken;
   • digital products and downloadable content (such as coaching plans) once access or download has started;
   • gift vouchers once redeemed;
   • any other item we tell you is non-returnable before you buy it.
   Where you have a legal right to cancel under clause 8.14, these exclusions apply only as far as the law allows. Used, ex-display and clearance items are not excluded; they can be returned within 30 days.
9. 8.9 Promotions. If you return an item that came with a free gift or was part of a multi-buy or bundle offer, the free or discounted items must also be returned unused and in their original packaging. If they are not, we will deduct their value from your refund, or adjust the refund to the price you would have paid without the offer.
10. 8.10 Inspection and deductions. We inspect every return. If an item has signs of use, damage or handling beyond what is needed to inspect it (for example strike marks, scratches, dents, scuffs, chipped paint, damaged shafts, marked grips, soiled components, missing accessories or damaged packaging), we may make a fair deduction from your refund to reflect the loss in value. Where an item is materially damaged, incomplete or no longer resaleable, we may reject the return. We will tell you about any deduction or rejection after inspection. If you do not accept a deduction, we will return the item to you at your cost, or you can collect it, and clause 23.8 applies if you do neither.
11. 8.11 Returns from outside the UK must be clearly marked “Returned goods, for refund/exchange” to avoid import charges. Any duties or fees caused by an incorrect declaration will be deducted from your refund. See also section 14.
12. 8.12 Used, ex-display and clearance items are one-offs. We usually hold a single unit, so we cannot offer a like-for-like exchange. If one is returned or found to be faulty, we will offer a refund rather than a replacement, unless we hold an identical item at the time.

Refunds

1. 8.13 We aim to inspect returns and process refunds within 3 to 5 working days of receiving them, and always within 14 days. We will email you when it is done. Refunds:
   • go to your original payment method only, electronically, including for items returned to our store. We never refund in cash or to a different card. Items paid for with a voucher, account credit or points are refunded to that voucher, credit or points balance;
   • reflect the price you actually paid after any discounts;
   • do not include the original delivery charge, except where clause 8.14 requires it.
   Minor packaging marks or light dust that do not affect use are not faults, and such returns are treated under this returns policy.

Your legal right to cancel

1. 8.14 Under the Consumer Contracts Regulations 2013, if you buy online, by phone or by mail order, you can cancel within 14 days of the day you receive the goods, without giving a reason, by telling us clearly (for example through My Account or by email). You must then return the goods within 14 days of telling us. If you cancel your whole order within this period, we will also refund the cost of standard delivery (not any extra for a faster service). You pay the cost of returning the goods, and we may reduce your refund to reflect any loss in value caused by handling them more than was necessary to inspect them. This right does not apply to goods made to your specification or personalised, sealed hygiene items once unsealed, sealed audio, video or software once unsealed, or digital content once download has started with your agreement. Our 60-day and 30-day returns policy gives you longer than this legal minimum. Items bought in our store are covered by our returns policy but not by this legal right to cancel.
2. 8.15 Accounts with unusually high return rates may be reviewed and are subject to clause 3.8. This does not affect your legal rights.
3. 8.16 Gifts. If you received an item as a gift, the person who bought it can return it in the usual way. If you return it yourself with the order number, we will refund the original payment method or, with the buyer’s agreement, issue account credit. Gift recipients’ returns follow the same periods and conditions as all other returns.

9. Faulty goods and warranties

We stand behind what we sell. This section explains your legal rights if something is faulty, the warranty we give, what we need from you to deal with a claim quickly, and what is not treated as a fault. Nothing in it reduces your rights under the Consumer Rights Act 2015.

What counts as a fault

1. 9.1 Goods must be as described, fit for purpose and of satisfactory quality. Satisfactory quality is judged by what a reasonable person would expect, taking into account the description, the price, whether the goods are new or pre-owned (including the grade, wear scores and photographs shown at the time of sale), and how long that type of product can reasonably be expected to last with normal use.
2. 9.2 The following are not faults:
   • normal wear and tear, including parts that wear with use, such as grips, face and groove wear, soft spikes, outsoles, wheels, tyres and the gradual loss of battery capacity over time;
   • accidental damage, misuse or use for a purpose the product is not designed for;
   • damage caused by not following the manufacturer’s instructions for use, care, storage or charging (for example leaving batteries uncharged for long periods or storing products in extreme heat, cold or damp);
   • damage caused by any modification, repair or fitting work not carried out or approved by us or the manufacturer (for example reshafting, regripping, adjusting loft or lie, or replacing batteries);
   • cosmetic marks, scratches or paint chips that appear through normal use;
   • anything pointed out to you before you bought the item, including the grading and photographs of a used, ex-display or clearance item.

Your legal rights

1. 9.3 Within 30 days of delivery, you can reject faulty goods for a full refund.
2. 9.4 After 30 days, you can ask us to repair or replace the goods. We may choose the other option if the one you ask for is impossible or would cost us disproportionately more. We are entitled to one attempt at repair or replacement. If that is not possible, is not completed within a reasonable time or without significant inconvenience to you, or does not fix the fault, you can choose a price reduction or reject the goods for a refund.
3. 9.5 Within 6 months of delivery, a fault is presumed to have been present when you received the goods, unless we can show otherwise. After 6 months, you will need to show that the fault was present at delivery, for example with photos, video or an independent report, and any refund may be reduced to reflect the use you have had from the goods.
4. 9.6 You can make a claim up to 6 years after delivery (5 years after you discover the fault in Scotland). This is a time limit for claims, not a promise that a product will last 6 years: how long a product should last depends on what it is, how often it is used and how it is looked after.

Our warranty

1. 9.7 New products carry a 12-month warranty from the date of purchase, on a return-to-base basis. Many manufacturers also offer their own warranty or extended cover; it is your responsibility to register your product with the manufacturer where required and to follow their process for any extended warranty. We do not sell extended warranties.
2. 9.8 Used, pre-owned, second-hand, ex-display and clearance products carry a 6-month warranty provided by GolfOnline, running from the date of dispatch (not the date of delivery or the original owner’s purchase). A manufacturer’s warranty does not transfer to a second-hand product and cannot be registered on one. This warranty covers genuine failure, such as a cracked or delaminating head, a failed or snapped shaft or a loose or detached hosel. It does not cover normal wear, grip wear, cosmetic marks, scratches, paint chips, or anything disclosed in the item’s grading and photographs.
3. 9.9 A product exchanged or replaced under warranty, or bought with an e-voucher issued as part of a return, is covered for the remaining balance of the original warranty period, not a new one.
4. 9.10 Our warranty is in addition to your legal rights in clauses 9.3 to 9.6, which continue to apply after it ends. If a manufacturer refuses a warranty claim or stops trading, we will help where we can, and your legal rights against us are not affected; but we are not responsible for a manufacturer’s own warranty terms or decisions beyond those rights.
5. 9.11 Warranty service for electric trolleys is available in the UK only. If you are outside the UK, return the trolley to us for assessment; we will quote any shipping cost back to you before sending it.

What we need from you

1. 9.12 Contact us, or request a return through My Account, before sending anything back, with your order number or proof of purchase, a description of the fault, and photos or video where possible. Many problems can be solved without a return. Items bought in our store should be returned to the store unless we agree otherwise.
2. 9.13 Tell us within a reasonable time of noticing a fault, and immediately if an item arrives faulty, and stop using the product if continuing could make the problem worse. We are not responsible for further damage caused by continuing to use a product after a fault became apparent.
3. 9.14 Return the goods with all parts and accessories (including headcovers, adjustment tools, batteries, chargers and manuals), packed well enough to protect them, using a tracked service and keeping proof of postage. Please remove any personal items.
4. 9.15 Allow us a reasonable time to inspect the goods. We may ask the manufacturer to assess them, but the decision on your claim remains ours. If you have asked for a repair or replacement, please give us a reasonable time to complete it before asking for a different remedy.

Return postage for faults and what we will do

1. 9.16 Return postage. For new items reported faulty within 185 days of delivery, and used, ex-display and clearance items reported faulty within 30 days, we cover the return postage once your claim is approved. After those periods, returns are on a return-to-base basis: you arrange and pay for the return to us using a tracked service, and if we confirm the product has a fault we are legally responsible for, we will refund your reasonable postage along with your remedy. Clause 9.23 applies to proof of destruction claims.
2. 9.17 Once we have confirmed a fault, we will repair, replace or refund as set out above. Refunds are made within 14 days of us agreeing you are entitled to one, to your original payment method.
3. 9.18 If no fault is found, or the damage is not covered (see 9.2), we will explain why and return the goods to you. We may charge the reasonable cost of sending them back, which we will tell you before we send them, or you can collect them from our Stanmore store. Where possible, we will also offer a paid repair. Return postage you paid to send the item to us is not refunded. If you do not pay the return cost or collect the goods, clause 23.8 applies.
4. 9.19 Goods that arrive damaged, or the wrong item, should be reported as soon as possible, ideally within 7 days, keeping the packaging and taking photos. This helps us claim from the courier or supplier quickly. It does not affect your legal rights.
5. 9.20 A used or one-off item found to be faulty will be refunded rather than replaced, unless we hold an identical item (clause 8.12).

Proof of destruction claims (footwear, bags and other branded soft goods)

1. 9.21 Many brands, particularly for golf shoes, golf bags, gloves and clothing, handle fault claims using photographs and proof of destruction instead of a physical return. This is the brands’ own claims process and is usually the fastest way to resolve your claim. The process differs by brand and product type, and brands can change it at any time. For example, a brand may require a different cut, additional photos, its own claim form, or a physical return to us or direct to the brand instead. When you contact us, we will tell you which process applies to your product. Where proof of destruction applies, we will usually ask you to:
   • send clear photos or video showing the fault, the product label and the size or serial label;
   • once we confirm in writing that your claim is accepted, make the product unusable as instructed, for example by cutting through the tongue of each shoe or through the branded side panel of a bag, and send a photo showing this.
   Once we receive the photo, we will arrange your replacement, repair, credit or refund. Do not cut or damage a product until we have confirmed in writing that your claim is accepted. A product damaged before then may not be eligible.
2. 9.22 Products made unusable under this process are not returned to you, and once destroyed they cannot be reinstated. Please dispose of the cut product responsibly.
3. 9.23 If you would prefer not to make the product unusable yourself, you can send it to us and we will inspect it and complete the brand’s process for you. In that case you arrange and pay for the return delivery to us, using a tracked service, whenever the claim is made. If we confirm the product is faulty and covered by your legal rights, we will refund your reasonable return delivery cost along with your remedy. If no fault is found or the damage is not covered, the delivery cost is not refunded and clause 9.18 applies.
4. 9.24 Claims handled by sending the product to us usually take longer, as the product must reach us and may need to be assessed by the brand.

10. Custom fitting

1. 10.1 Custom fittings take place at our Stanmore fitting studio by appointment. Any fitting fee or deposit, and whether it can be redeemed against a purchase, is shown when you book.
2. 10.2 If you cannot attend, please let us know at least 24 hours before your appointment so we can offer the slot to someone else. If you cancel with less notice or do not attend, we may keep any fee or deposit as shown at booking, and we may ask for a deposit for future bookings.
3. 10.3 Only current models from participating brands can be custom fitted, and limited edition products cannot. Not every model is available to try in every loft or in left hand. Our fitters will recommend a specification, but the final choice is yours.
4. 10.4 Please arrive on time, wear suitable footwear and follow our staff’s safety instructions. Fittings involve hitting golf balls, and we are not responsible for injury caused by failing to follow these instructions, except where caused by our negligence.
5. 10.5 Clubs ordered after a fitting are built to your specification, so section 11 applies. Fitting records are kept only as explained in our Privacy and Security policy.

11. Custom-built, personalised and logo items

1. 11.1 Custom-built clubs, and personalised or logo products such as logo golf balls, are made to your instructions. Once production has started, the order cannot be cancelled or returned unless the item is faulty or not made to the specification you approved.
2. 11.2 Please check your specification, artwork, spelling, colours and quantities carefully. Where we send a proof, the approved proof is final. Small variations in colour, position and finish are normal with printing and engraving and are not faults.
3. 11.3 By supplying a logo, name or artwork, you confirm you have the right to use it and that it does not infringe anyone else’s rights. You agree to cover any loss we suffer if it does. We may refuse artwork that is offensive, unlawful or not permitted by the manufacturer.
4. 11.4 Build and production times are estimates and depend on the manufacturer. We will keep you informed of significant delays.

12. Trade-ins

1. 12.1 Trade-in quotes are based on the details you provide and are valid for the period shown on the quote. The final value is confirmed only after we, or our trade-in partner, have inspected the item.
2. 12.2 If the item is not as you described (for example a different model, shaft or condition, or a counterfeit), we will offer a revised value. You can accept it or ask for the item back. Where an item was not as described, we may charge reasonable return postage, which we will tell you before sending it.
3. 12.3 Trade-in value is paid as GolfOnline account credit, not cash, unless we agree otherwise. Account credit follows section 16.
4. 12.4 By trading in an item, you confirm that you own it, that you are entitled to sell it, and that it is not stolen, counterfeit or subject to finance. Ownership passes to us when you accept the final value. We may ask for proof of identity or purchase.
5. 12.5 We may refuse any trade-in. If we reasonably believe an item is stolen or counterfeit, we may keep it and report it to the police or the brand, and we will not return it or pay for it.
6. 12.6 If you decline a revised value, or we refuse a trade-in, you can collect the item or pay the cost of returning it. If you do neither, clause 23.8 applies.

13. Used, pre-owned, ex-display and clearance products

1. 13.1 This section applies to every item sold as used, pre-owned, second-hand, ex-display or clearance stock, including our pre-owned clubs. Everything else in these terms applies to these items in the same way as to new items, except where this section or sections 8 and 9 say otherwise.
2. 13.2 Condition is the basis of sale. Each pre-owned item is inspected and graded by us before listing. The grade, the component wear scores and the photographs on the product page form part of the description. Wear consistent with that description is not a fault and is not grounds for a return as faulty or a warranty claim. If an item arrives in a materially worse condition than described, contact us straight away and we will put it right.
3. 13.3 Returns: 30 days from the first delivery attempt, in the condition the item was supplied (clauses 8.1 and 8.3).
4. 13.4 Warranty: 6 months from the date of dispatch, provided by GolfOnline, not by the manufacturer (clause 9.8). These items are one-offs, so a faulty item is refunded rather than replaced unless we hold an identical item (clause 8.12).
5. 13.5 Some pre-owned products are available online only and may be dispatched by our partner. Delivery times are shown on the product page.
6. 13.6 Your legal rights under the Consumer Rights Act 2015 apply to these items and are not affected by anything in this section.

14. International orders

1. 14.1 UK VAT is not charged on deliveries outside the UK. Prices show net values once a destination outside the UK is selected. At checkout you may see two options:
   • DAP (Delivered At Place): you pay local VAT, duties and clearance fees to the courier or tax authority before delivery.
   • DDP (Delivered Duty Paid): the price includes estimated duties, import VAT and clearance costs, prepaid through our courier.
2. 14.2 Customs charges vary by country and product. If the courier’s rating changes the cost after packing (for example a weight or commodity code change), we will contact you to confirm or cancel before dispatch.
3. 14.3 If you refuse delivery or do not pay local duties or taxes, the parcel will return to us and unrecoverable courier and import costs will be deducted from your refund.
4. 14.4 Returns from outside the UK of unwanted items are at your cost. Refunds cover the item’s net value; duties, taxes and clearance fees paid to the destination authority are not refundable by us. This does not affect your rights for faulty goods.
5. 14.5 Some products cannot be sent to some countries because of brand, courier or legal restrictions. A summary of international delivery is on our Shipping page.

15. Coupons and promotional codes

1. 15.1 Promotional codes apply to GolfOnline purchases only, unless stated. Only one code can be used per order, and codes cannot be combined with other promotions or used to buy gift vouchers.
2. 15.2 Codes must be entered at checkout before payment, and cannot be added afterwards. Discounts apply to qualifying products before delivery charges.
3. 15.3 Each promotion has a validity period and may exclude brands, products or categories, as stated in its terms.
4. 15.4 Codes have no cash value and are non-transferable. Codes issued to a named person, group or club (for example staff, member or society codes) must not be shared or published. We may cancel orders that use codes obtained or used in breach of their terms.
5. 15.5 We may change, suspend or withdraw a promotion where necessary, for example to correct an error, prevent misuse or comply with brand agreements. This will not affect orders already accepted.
6. 15.6 Our Price Promise has its own terms, shown on that page. We may decline a price match where the other offer is not like-for-like, is from an unauthorised seller, is a pricing error, or is not available to buy at the time.
7. 15.7 Free gifts and bundle offers are subject to availability. If a free gift runs out, we may substitute an item of similar or greater value, or tell you before dispatch so you can choose whether to proceed. A free gift has no cash value and cannot be exchanged. If you return the qualifying item, clause 8.9 applies.
8. 15.8 Membership schemes, such as GolfOnline Members and Birdie Members, have their own terms shown on their pages, which apply alongside these. We may change scheme benefits by giving reasonable notice.

16. Gift vouchers and account credit

1. 16.1 Gift vouchers are issued in pounds sterling and can be used online or in store. They cannot be used to buy other vouchers.
2. 16.2 Vouchers may be sent by email or by post. Postage applies when a voucher is bought on its own.
3. 16.3 Vouchers cannot be exchanged for cash. If you spend less than the voucher value, the balance stays on the same code for future use.
4. 16.4 Gift vouchers are valid for 12 months from the date of issue. Once a voucher is loaded to your account as credit, or you receive account credit (for example from a trade-in or refund), the balance is valid for 36 months from the date it was added.
5. 16.5 Goods bought with a voucher or account credit are refunded to that voucher or account credit, not as cash.
6. 16.6 Please treat vouchers like cash. We cannot replace a voucher that is lost, stolen or used by someone else. Loading e-vouchers to your account promptly keeps them secure.
7. 16.7 We may refuse or cancel vouchers or credit obtained fraudulently.

17. Loyalty Points Programme (by invitation)

1. 17.1 The Loyalty Points Programme is by invitation only. Eligibility is at our discretion and membership is non-transferable.
2. 17.2 Points are earned on approved purchases and on verified product reviews. Points from purchases become available after the return period has passed.
3. 17.3 Points are not awarded on some products or orders where margins are significantly reduced, including Black Friday and seasonal promotions, price-matched items and products discounted under brand or supplier agreements. Points may also be suspended for selected brands, categories or sitewide campaigns. These exclusions apply automatically.
4. 17.4 Points shown on product pages are indicative only and calculated on the full retail price. The confirmed allocation, if any, is shown at checkout before you pay and is the amount you will receive.
5. 17.5 Points are calculated on the net value of goods after taxes and discounts. Referral bonuses do not apply if the qualifying order falls below £100 after returns or adjustments.
6. 17.6 Points can be redeemed at checkout towards future purchases and are deducted from your balance when used. If you return goods bought with points, the points are returned to your balance. If you return goods that earned points, those points are removed.
7. 17.7 Points expire 365 days after your last earning activity and are then removed automatically. Points are also forfeited if your account is closed or removed.
8. 17.8 Points have no cash value and cannot be exchanged, sold or transferred between accounts.
9. 17.9 We may suspend, adjust or cancel points if we detect misuse or fraud, or if points were awarded in error.
10. 17.10 We may change or end the programme by giving reasonable notice. If we end it, we will give you a reasonable period to use your points.

18. Product reviews

1. 18.1 Reviews must be your own honest opinion of a product you have bought and used, and must relate only to that product.
2. 18.2 Where we award loyalty points for a review, points are given whether the review is positive or negative. We never ask for, or reward, positive reviews only.
3. 18.3 Do not include personal details, links, offensive or unlawful content, or content about other retailers or prices. We may decline to publish, or remove, reviews that break these rules or that we reasonably believe are fake, and we may remove points awarded for them.
4. 18.4 By submitting a review, you give us permission to publish, display and share it (including on our website, in emails and on social media) with the name you choose to show. We do not edit reviews to change their meaning.

19. Competition rules

1. 19.1 Competitions are run by GolfOnline or our brand partners. No purchase is necessary unless stated, and one entry per person is allowed. Each competition may have its own rules, which apply alongside these.
2. 19.2 Entrants must be 18 or over. Our staff and their immediate families may not enter.
3. 19.3 Entering a competition does not sign you up to our marketing emails unless you choose to opt in when you enter. We use your details to run the competition as explained in our Privacy and Security policy.
4. 19.4 Winners are chosen at random from valid entries and notified by email. If a winner does not respond within 7 working days, we may choose another winner. Prizes are non-transferable and cannot be exchanged for cash. We may substitute a prize of equal or greater value if the original becomes unavailable.
5. 19.5 Winners outside the UK are responsible for any delivery costs, import duties or local taxes on prizes sent abroad.
6. 19.6 We may disqualify entries that are automated, fraudulent or in breach of the rules. We may change or withdraw a competition if circumstances beyond our control require it.

20. Using our website

1. 20.1 Our website is intended for customers in the UK. If you use it from elsewhere, you are responsible for complying with your local laws.
2. 20.2 You must not misuse our website. In particular, you must not:
   • use bots, scrapers or other automated tools to access the site, collect prices or content, create accounts, place orders or enter competitions without our written permission;
   • attempt to gain unauthorised access to the site, our systems or other customers’ accounts, or interfere with how the site works;
   • introduce viruses or other harmful code;
   • use the site for any fraudulent or unlawful purpose.
   We may block access and take action under section 3 if you do.
3. 20.3 All website design, text, graphics, photography, video and software are owned by or licensed to Fairway of Course Ltd. You may view and print pages for personal use only. You must not copy, reproduce or republish our content for commercial purposes without our written permission.
4. 20.4 Brand names, trademarks and logos on our website belong to their respective owners.
5. 20.5 We aim to keep the website available and accurate, but we cannot guarantee it will always be available or free from errors, and we may suspend it for maintenance.
6. 20.6 Links to other websites are provided for convenience. We are not responsible for their content or privacy practices.

21. Our responsibility to you

1. 21.1 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your rights under the Consumer Rights Act 2015, or for anything else that cannot be limited or excluded by law.
2. 21.2 If we break these terms or are negligent, we are responsible for loss or damage you suffer that is a foreseeable result. Loss is foreseeable if it was obvious it would happen, or if both of us knew it might happen when the contract was made.
3. 21.3 We supply products for domestic and private use only. If you are a consumer, we are not responsible for any loss of profit, loss of business, business interruption or loss of business opportunity.
4. 21.4 We are not responsible for loss caused by your failure to follow instructions, or by using a product for a purpose it was not designed for.
5. 21.5 We take reasonable steps to protect your data, as explained in our Privacy and Security policy.

22. Business customers

1. 22.1 This section applies if you buy for a business, club, society or other organisation, or for resale, rather than as a consumer. Consumer rights in clauses 7.2, 8.14 and 9.3 to 9.6 do not apply to business customers.
2. 22.2 To the fullest extent permitted by law, all terms implied by statute or common law are excluded, except those implied by section 12 of the Sale of Goods Act 1979.
3. 22.3 We are not liable to business customers for any loss of profit, revenue, business, goodwill or data, or for any indirect or consequential loss.
4. 22.4 Our total liability to a business customer in connection with any order is limited to the price paid for the products concerned.
5. 22.5 Clause 21.1 applies to business customers, except the reference to the Consumer Rights Act 2015.

23. Other important terms

1. 23.1 Events outside our control. We are not responsible for delays or failure to perform caused by events outside our reasonable control, such as extreme weather, fire, flood, pandemic, strikes, courier or supplier failure, or failure of public networks. We will tell you as soon as possible and take reasonable steps to limit the effect. If the delay is significant, you can cancel and receive a refund for goods not supplied.
2. 23.2 We may transfer our rights and obligations under these terms to another organisation, and we may use subcontractors such as couriers and fulfilment partners. Your rights will not be reduced as a result. You may not transfer your rights without our written consent.
3. 23.3 If a court finds any part of these terms invalid or unenforceable, the rest will continue to apply.
4. 23.4 If we do not enforce a right straight away, we can still enforce it later. A waiver is only valid if confirmed in writing.
5. 23.5 No one other than you and us has any right to enforce these terms.
6. 23.6 These terms, with the pages referred to in them, are the whole agreement between us for your order, and replace any earlier versions.
7. 23.7 These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.
8. 23.8 Goods we are holding for you. This clause applies to any of your goods we hold that you need to collect or pay to have sent back, including returns we cannot accept or deductions you do not accept (8.10), products where no fault is found or the damage is not covered (9.18 and 9.23), and declined or refused trade-ins (12.6).
   • We will first email you explaining why we are holding the goods, the options available, any amount due (such as the return delivery cost) and how to collect or pay.
   • If you do not collect the goods or pay within 30 days, we will send you a final written notice by recorded post to your last known address, stating that we intend to sell or dispose of the goods and the date after which we will do so. That date will be at least 3 months after the final notice.
   • If you still do not collect the goods or pay by that date, the goods will be treated as uncollected and we may sell them, donate them to charity, recycle them or otherwise dispose of them, as the law allows. You will no longer have any claim to the goods.
   • If we sell them, we will keep the amount due to us and our reasonable costs of storage and sale, and hold any balance for you to claim.
   It is your responsibility to keep your contact details up to date so our notices reach you.
9. 23.9 Communications. We will usually contact you by email, using the address on your order or account. When these terms require something to be “in writing”, email counts. You can contact us using the details in section 24.
10. 23.10 These terms and all contracts with us are in English.

24. Complaints

1. 24.1 If you are unhappy with any part of our service, please contact our Customer Service team by email at sales@golfonline.co.uk or through our Contact Us page. We aim to respond within 7 working days and to resolve issues as quickly as possible.
2. 24.2 If we cannot resolve your complaint, you can get free, impartial advice from the Citizens Advice consumer helpline (0808 223 1133 in England and Wales). In our final response, we will tell you whether we are willing to use an alternative dispute resolution provider.
3. 24.3 Complaints about how we handle your personal data are dealt with as set out in our Privacy and Security policy.
4. 24.4 Nothing in this section affects your statutory rights.

Fairway of Course Ltd, trading as GolfOnline
Woodfield House, 506 to 508 Honeypot Lane, Stanmore, Middlesex, HA7 1JS
Tel: 020 8951 6080