To return a product, please first read through the following terms and conditions and then follow our returns online procedure.

Festive Returns


At GolfOnline we like to make sure that you have had the best shopping experience possible from start to finish.


During the festive period, we want you to shop with complete confidence and peace of mind, so we are offering all our customers an EXTENDED RETURNS policy until the end of JANUARY 2022. That means that any items purchased between Sept 16th 2021 and December 24th 2021 can be returned to us until January 31st 2022 for a full refund*. 


As we will be on holiday during Christmas and New Year, all Returns Queries will be dealt with after 5th Jan 2022.

If you need further information on any of the above please do not hesitate to contact our customer service team. We are always here to help! CONTACT US

Please read our full Returns Policy here.

Please note: The Returns policy stated here is part of our Terms and Conditions . 

For more information on returns and consumer rights please refer to the Consumer Rights Act 2015 on the gov.uk website. 

Our Returns Policy

At GolfOnline we want to make sure that you have the best shopping experience possible from start to finish. If for any reason you are not completely happy with your purchase, follow our simple online returns procedure. We offer a 30 day cooling off period from the date of first delivery attempt. This applies to all non-customised items purchased from 25th June 2020.

Our Return Terms Summary

Not satisfied with your purchase? We’re happy to offer you a refund within our 30-days cooling-off period. 

  • You have 30 days to ship any unwanted NEW items back to us after the first attempted delivery date by our courier.
  • Please take reasonable care of the item(s) while in your possession.
  • We kindly request that all item(s) be returned in their original and new condition so that we can restock and resell them.
  • If possible please do not break any seals or allow for any marks and/or damage to the original packaging.
  • Securely package your goods when returning them so there is no damage in transit.
  • Please note: We are sorry to say that we do not offer a free returns service. The reason for this is down to the significant rise in delivery and return costs. Therefore you must return all unwanted items back to us via our online returns procedure at your costs. 

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Goods you Wish to Exchange

Did you buy the wrong size or want your item in a different colour? At GolfOnline we want you to be completely satisfied with every purchase. Just follow the quick process below to get your desired item shipped to you without delay.

To be sure you get exactly what you want, we ask that you send the original item back to us as a return for a refund (within our 30-days cooling-off period). Then please reorder the item you require. This straightforward approach will help you to avoid any out-of-stock issues as well as delays in shipping.

Be Aware: We do not HOLD or BOOK any item that has been requested as an exchange whilst your return is in transit. We therefore strongly recommend that you place the order and buy the item you wish to exchange for in order to avoid any dissatisfaction.


Goods Excluded from Returns

As a general rule, we do not offer refunds on the following items:

  • CDs and books
  • Items that have had logos or customisation added as part of the purchase
  • Base layers, under layers, underwear and socks
  • Individual items originally shipped in multi-packs
  • Any items which have been soiled or are deemed unhygienic
  • Secondhand products
  • Ex-display products
  • Digital Products (i.e coaching plans, etc) 

Conditions of Returns

We kindly request that the returned item(s) be in the original packaging with all tags still attached and in perfect condition. We really hope you like everything you buy from us but if something doesn’t suit you, we’d love to sell it to someone else in the same condition you received it.

If possible, returned item(s) should be packaged securely before sending to avoid any damage in transit. All returns to GolfOnline will need a unique RMA reference number (you will be given this on approval of your returns request).

We will notify you regarding the method of your return as there are limitations for all couriers. 


We do not offer free returns on any items

Due to the significant rise in return costs we are unable to offer a free return service. Instead we have reduced our shipping costs, plus we are offering FREE SHIPPING on a lower minimum spend. This way we can continue to offer the best service, turnaround and product range in the industry.

Collections

In certain cases when you are unable to return an item we can try and arrange a collection at a charge depending on size, volume and location. For more information about this service please contact us.


Goods being Returned from Outside UK

Orders returned to us from outside the EU will have a customs charge applied when the goods re-enter the UK, unless you clearly state that the items are being shipped back to us for a refund or return.


Returns on Faulty Goods


Items purchased via our physical store must be returned back to the same store (unless agreed otherwise).

Goods faulty on arrival or within first 185 days of delivery:

  • An item found to be faulty on arrival to you or within the first 180 days of delivery please contact us immediately to arrange a replacement.
  • If your item is found to be faulty within the first 30 days of delivery then you will have an option for a FULL refund. After the first 30 days of delivery we will endeavour to repair/replace as per the guidelines set under the Consumer Rights Act 2015
  • In most cases GolfOnline will arrange a FREE return back to our head office for inspection and fault claim with the manufacturer. 
  • After verifying the fault, the item may be refunded, exchanged or will follow any unique procedures applicable to the item.
  • If an item is returned and discovered not to be faulty, you may no longer be eligible for a refund or a free return shipping. A reasonable delivery cost will have to be agreed, else you can collect from us.

Goods developing a fault between 185 to 365 days of delivery:

To avoid any doubt all fault claims for products after the first 185 days of delivery must be returned back to us at your own cost. If you require any assistance in returning items then please contact us.

GolfOnline will honour all faulty-item claims under and/or subject to Manufacturers' Standard Warranty Terms. This means that each item will fall under a separate warranty policy set out, determined and managed entirely by the manufacturer of the product - and not GolfOnline. Our responsibility is to assist with the best and quickest resolution for the consumer. In nearly all cases we will endeavour to repair/replace as per the guidelines set under the Consumer Rights Act 2015. If a like for like replacement is unavailable then the manufacturer may exchange it with a newer or similar model at no extra-cost to you. However if you are not happy with the replacement then in some cases and within reason we will allow you to exchange with an alternative product of equivalent retail cost (or you may wish to pay a difference on more expensive items). In all such cases when a replacement has been delivered - this replacement/repaired item will now carry only a 3 month warranty period or a balance of the original item's warranty period (whichever is greater). This means that you will not be able to make infinite number of claims against faults - as you will not receive a NEW 12 month warranty on the replacement or repaired item(s). All purchases are covered for a maximum of 12 months warranty (unless stated otherwise).

Faulty Items after 185 Days of delivery will require the item to be sent back to us at your cost.  This item will then be sent to the manufacturer for inspection, where they will determine if a repair or a replacement should be sent back to you at our cost.

Warranty terms and conditions for each product are normally stated on the manufacturer’s website, or on the product description and/or supplied with the product. Each product warranty states how long and what is covered, together with any other relevant information and terms of use, and how claims are treated. The normal period of warranty is 12 months for most products, unless specifically stated on the product page. The warranty is effective from the date of delivery or a maximum of 30 days from date of dispatch (whichever less).

Please note CUSTOM or PERSONALISED items that have developed a fault will not fall under the Standard Items Warranty Claims. Please contact us in such cases as special warranties have been set out and described under our general Terms and Conditions section as well as during the purchase process of such Custom/Personalised Items.

As all manufacturers have different conditions, protocols and procedures when dealing with Fault-claims, we have outlined our faulty-returns procedure below as a general guideline for the quickest and best resolution:

  • Please consider if the fault or defect has been generated through normal use as we are unable to accept a return of products damaged or faulty as a result of improper use.
  • To return a product that has developed a fault within the warranty period (i.e. normally 12 months or unless stated otherwise), please complete our Online Returns Procedures stated above for the quickest resolution. If you are unable to complete our online returns process please contact us.
  • Once you complete the Online Returns Procedure process or have given us all necessary information required for the fault investigation, we shall advise the next steps for the quickest turnaround.
  • In most cases the manufacturer will require the product back for the fault inspection, and determine the outcome in accordance with their warranty terms.
  • Manufacturers will repair or replace the faulty part, or may even exchange the item (at similar value) if it is found to be beyond economical repair.
  • If the fault is verified by the manufacturer a free return delivery will be arranged back to you.
  • If there is a manufacturer delay in completing the return, due to shortage of parts or further investigation needed, we will keep you regularly informed on the claim progress, and the warranty of that item will be automatically extended in the relative time.
  • Goods found to be non-faulty or not having a manufacturing-fault will have the warranty claim voided and the goods sent back in their current condition. Here, we may request a minimal shipping charge to cover the return cost back to you.

Please note: In the event when a product cannot be repaired or replaced, the manufacturer (in accordance to the manufacturers terms that are in-line with the consumer rights) - you will have a choice to opt-in for a replacement item offered by the manufacturer (of a similar value) - or we may offer you STORE CREDIT for value of the item. Unfortunately, this is determined by the manufacturer and its warranty terms. Only under certain special circumstances will we be able to offer a refund against faulty items when a resolution may not be reasonable or available.

All items that are claimed under warranty will from that point only carry the remaining period of warranty (i.e. from the date of original purchase). To avoid any doubt, any warranty claimed item (those exchanged, swapped, and/or purchased via Store Credit as an outcome of a warranty claim) - will only carry a warranty period of the remainder of its original items warranty period. 

For example: if an item with a 12 month warranty has been claimed and replacement was offered, then this replacement will only carry over the balance of 9 months Warranty, and NOT a whole new 12 months of warranty.

Please contact us if you feel anything is unclear, or if you require more information.


Processing a Refund

Refunds can only be processed back on to the original payment method (unless agreed prior). For example Debit and Credit card purchases will be refunded back onto the same card, cash purchases made at our store will be refunded in cash).

Please note: We do not offer refunds on shipping costs and payment surcharges (e.g. PayPal and Amex). Refunds are automatically calculated for the value of the goods being returned less any discounts, freebies and surcharges.


Returning an Item that Came with a Free Gift

Items must be returned together in order to receive a refund (e.g. If you purchase a jacket that comes with free trousers, both items must be returned unused, for us to process the return).

You may not receive a refund or exchange if you withhold, or have used, the free item. We may issue a part refund if we are prepared to discount the value of the free item from the rest of the return (e.g. If you wish to return a £100 jacket that came with £40 trousers free but want to keep the trousers, we may be able to refund you £60, but only if the offer terms are not dictated by the manufacturer or any other conditions).


Returning an Item that is Part of a Discounted Multi-Buy Offer

Returns on multi-buy deals that offer discounts on one item when you buy another will be adjusted accordingly.

For example, if you purchase a jacket for £100 and then receive trousers that normally retail at £40 at a 50% discount, we will void the discount if you are only returning the jacket. Meaning a £20 adjustment will be added to your refund to bring the trousers back to full price.


Warranty Terms

All products are 'Return to Base', meaning they must be returned back at your own cost to us after the initial 185 days since delivery. We will ask you to return this product back to us or provide a UK address as required by the manufacturer to handle the claim. 

Our contract will automatically end after 12 months (or 365 days) from the date of the first delivery attempt. However in some cases, manufacturers extend the standard 12-month warranty which is directly offered by the manufacturer and also contracted with the manufacturer from this point. As a retailer, we will honour a manufacturer's terms in accordance with our role. Please look for details on individual items to see which products these terms apply to.

In all cases extended warranties and all purchases after the initial 12 months have lapsed can only be handled by the respective manufacturer. We are no longer required to take any responsibility for such claims or get involved after the initial 12 month period, as our contract will have expired. However, as part of our service, we will continue to assist you with communication with the manufacturer, or exchange contact details to enable the manufacturers to handle your fault claims directly with yourself. All claims are agreed or rejected at the manufacturers' discretion, and we are unable to reverse their decision. We will no longer be able to get involved in any warranty disputes or claim responsibility after the initial 12 month warranty is over. 

Please note: In all cases after the first 185 days of delivery, you will no longer have a right to ask for a refund unless we have made an agreement with you. All fault claims will be handled in accordance with The Consumer Rights Act 2015

Our Returns Procedure

As we stock 1000s of products, all with varying specifications and warranties, we ask that you obtain a Return Merchandise Authorisation (RMA) number. This will help you track the status of your return AND will advise you of where to send the product. In some cases, you may be required to ship the item back to the manufacturer (directly), to reduce the number of days you are without your item.

Step 1: Log in to your account

Log in to your account by clicking here. At the top of the screen, select 'My Account'. From My Account click on Online Returns to create a new request, or simply click the button below for a direct link.

START YOUR RETURN
Step 2: Select an Order / Product to Return

On the next screen, you must select the order which contains the product you wish to return. You may wish to search or filter an order or a product using our quick search and drop-down filters. Next select an order.

Step 3: Complete the Returns Form

On the next page, you will see all items from the selected order. Please fill in all the required details for each product you wish to return, and click Next.

Step 4: Return Approved and send goods back to us

Once our Returns department has reviewed and processed your request, they will mark each item as either approved or declined. An email will be sent to you regarding your returns status and comments.

If you receive an email stating one or more items have been approved, then you may send the items back to us to the address stated.

We recommend that you use a recorded form of delivery, with the following label format:

'Your RMA reference number'
Returns Dept.
Golfonline.co.uk
Woodfield House
506-508 Honeypot Lane
Harrow
HA7 1JS
U.K.

PS: If you need a hand sourcing a company to ship the product back to us, please call us on 44 (0) 208 951 6080