Please note: This Returns Policy forms part of our Terms and Conditions.
For detailed information on returns and consumer rights, kindly refer to the Consumer Rights Act 2015 on the gov.uk website.
60 Day Returns Policy
At GolfOnline, we aim to deliver a seamless shopping experience. If you're not entirely satisfied with your purchase, please adhere to our online returns procedure. We provide a 60-day cooling-off period from the date of the first delivery attempt. This is applicable to all non-customised items purchased from 25th June 2020 onwards.
Return Terms Summary
If you're not satisfied with your purchase, we're here to help. You can request a refund within our 60-day cooling-off period.
- You have 60 days from the first attempted delivery date by our courier to send back any new, unwanted items.
- Please ensure the item(s) remain in good condition while in your possession.
- Items should be returned in their original and new condition for restocking.
- Retain original packaging, and avoid breaking any seals or causing any damage to it.
- Ensure items are securely packaged for return to prevent damage during transit.
- Note: Unfortunately, we do not provide a free returns service due to the escalating costs of deliveries and returns. As such, any returns must be made at your own expense following our online returns procedure.
Return Postage Costs
If you're returning an item because it wasn't suitable, you'll need to bear the postage costs associated with the return. However, if an item is faulty or damaged within the first 60 days, we'll cover the return shipping costs. Further details on this are provided below.
Goods you Wish to Exchange
If you ordered the wrong size or would prefer a different colour, we're here to assist. To ensure you receive your preferred item promptly:
Kindly return the original item for a refund within the 60-day period and reorder the desired item. This helps in circumventing stock issues and shipping delays.
It's essential to understand that we do not reserve or hold items for exchanges during the return transit. We recommend promptly placing an order for the desired item to ensure its availability.
Goods Excluded from Returns
The following items are typically exempt from being returned:
- CDs and books
- Customised items or those with added logos
- Base layers, undergarments, and socks
- Single items from multi-packs
- Soiled or unhygienic items
- Second-hand or ex-display products
- Digital Products (e.g., coaching plans)
Conditions of Returns
We request that items be returned in their original packaging, with tags intact, and in pristine condition. Properly package the returned items to prevent any damage during shipping. Every return must have a unique RMA reference number, provided upon the approval of your return request. We'll provide further instructions on the return method since there are specific guidelines for different couriers.
Note on Free Returns
Given the significant increase in return costs, we cannot offer free returns. However, we've reduced our shipping costs and now provide FREE SHIPPING at a lowered minimum spend. Our aim is to maintain the best service, speedy processing, and an expansive product range in the industry.
If you're unable to return an item, we can potentially arrange a collection, subject to charges based on the item's size, volume, and your location. For more information, please contact us at email@example.com.
Goods Returned from Outside the UK
When orders returned from outside the EU re-enter the UK, they may incur customs charges unless clearly marked as returns for refund or exchange.
Returns on Faulty Goods
Items bought from our physical store should be returned to the same store unless otherwise agreed. If an item is faulty on arrival or within the first 185 days, please contact us immediately. We have detailed procedures in place for items found faulty, which are in accordance with the Consumer Rights Act 2015. Please see the Warranty Terms below for information about repairs, replacements and credits.
Processing a Refund
Refunds will be processed via the original payment method. Shipping costs and payment surcharges (e.g., PayPal and Amex) are non-refundable. The refund amount is automatically adjusted based on the value of the returned items, after accounting for any discounts or surcharges.
Returning Items Included in Promotions
If you're returning an item that came with a complimentary gift or as part of a multi-buy discount, specific conditions apply. Please read our detailed procedures for such returns.
At GolfOnline, we are committed to ensuring that you receive products of the highest quality. Our warranty terms are designed to offer you peace of mind and clarity on our processes.
Return to Base Policy
All products sold by GolfOnline come with a 'Return to Base' warranty. This means that after the initial period of 185 days following the delivery of your purchase, should you need to return a product under warranty, the return shipping will be at your expense. We recommend using a tracked and insured shipping method for your protection.
Detailed Warranty Information
The specific warranty terms and conditions for each product can vary and are provided by the manufacturer. These details are available on the manufacturer’s website, within the product description on our site, or included with the product at the time of delivery. We encourage you to review these details to fully understand the coverage for your purchase.
Warranty on Exchanged or Voucher Purchased Products
In cases where products are exchanged, swapped, or purchased using an E-voucher (applicable only to vouchers issued as a result of a return), please be aware that these items will carry a warranty for the balance of the original 12-month period. This period is calculated from the date of the first purchase, not from the date of the replacement or voucher purchase. This ensures consistency and fairness in our warranty policy, allowing you to shop with confidence.
Extended Warranty Coverage
While GolfOnline does not offer extended warranties beyond the standard 12-month period, it's important to note that some products come with longer warranties provided directly by the manufacturer. To take full advantage of these extended warranties, we strongly advise that you register your product with the manufacturer shortly after purchase. This registration is crucial as it not only activates your extended warranty but also ensures that your warranty claims are valid in accordance with the manufacturer's terms.
Manufacturer Registration and Claims
Registering your product is typically a simple process, often completed online through the manufacturer’s website. This step is vital for any claims on products with warranties exceeding the standard 12 months. It is your responsibility to adhere to the manufacturer's return policies and terms when making any extended warranty claims.
Our Commitment to Support
In instances where communication issues arise with the manufacturer, the GolfOnline team is here to offer assistance and guidance. However, please understand that we are not liable for denied claims or in scenarios where a manufacturer ceases operations. Our role in such situations is to provide support and help facilitate dialogue, but the final resolution of warranty claims rests with the manufacturer.
Should you have any queries or require further clarification, please don't hesitate to contact our team at firstname.lastname@example.org.
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 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
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
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'
506-508 Honeypot Lane