60 Day Returns Policy *

How to return an item

If you are not completely satisfied with your purchase, you can return it for a refund within 60 days* of the first delivery attempt recorded by the courier, regardless of any later redelivery or collection. For items bought in our Stanmore store, the period runs from the date of purchase.

1. Request your return through My Account within the return period, following our Returns Procedure.
2. Wait for our approval email with your unique RMA reference. We will tell you where to send the item; occasionally this may be direct to the manufacturer.
3. Pack the item securely, write your RMA reference on the parcel and send it using a tracked service. Keep your proof of postage.

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.

Returning an online order to our Stanmore store

You can bring an online or phone order back to our Stanmore store instead of posting it, which saves you the return postage. The process is the same as a postal return:

• request your return through My Account first, and bring your RMA reference and order number with you;
• the item is checked in at the store and inspected by our returns team, on the same terms and timescales as a postal return;
• refunds are not given at the counter. Once inspection is complete, your refund is made electronically to your original payment method, never in cash or to a different card presented in store.

From time to time, for example at Christmas, we may offer a longer return period. Any extended period and its conditions will be shown on this page.

Condition of returns

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 included. Used items must come back in the condition they were supplied in, as described and photographed on the product page*. Please look after items while they are with you, and pack them securely.

Golf clubs and equipment: golf clubs, trolleys, bags, shoes, apparel and accessories are all inspected carefully when they arrive. For golf clubs in particular, please make sure the heads, shafts, grips and original packaging are fully protected.

If an item comes back with signs of use, damage or handling beyond what is needed to inspect it, we may make a fair deduction from your refund to reflect the loss in value. This includes, but is not limited to, scratches, strike marks, dents, scuffs, chipped paint, damaged shafts, marked grips, soiled components, missing accessories and damaged packaging.

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, or your return is rejected, you can collect the item from our Stanmore store or pay the cost of sending it back, which we will tell you in advance. If you do neither, we will follow the uncollected goods process in clause 23.8 of our Terms, after which the item may be sold, donated to charity, recycled or disposed of.

Sizing, fit and trying items

Size charts, fitting guides and measurements are supplied by the manufacturers. We show them as accurately as we can, but fit and comfort vary with personal anatomy and brand sizing.

Please try shoes, clothing and accessories indoors on a clean, soft surface, and check clubs without hitting balls. If you are unsure about size or fit, do not use the item outdoors or remove the tags. 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. If you believe there is a genuine fault, see Faulty goods.

For help with sizing or fit before use, email sales@golfonline.co.uk.

Return costs and collections

• Prepaid returns labels: We can provide a returns label for UK mainland addresses, with the quoted cost deducted from your refund. For locations outside standard UK mainland delivery areas, including the Scottish Highlands and Islands, Northern Ireland, the Channel Islands and international destinations, please contact us for a personalised quote. Alternatively, you may arrange your own tracked return.
• Return to our store: Prefer to return your order in person? Online purchases can also be returned directly to our Stanmore store. Please see our in-store returns information above for details.
• Collection service: Unable to arrange a return yourself? We may be able to organise a collection from your address for an additional fee, subject to the item's size, weight and collection location. Please email sales@golfonline.co.uk for a quote.
• Proof of postage and tracking: We recommend using a tracked delivery service and obtaining appropriate insurance for higher-value items. Please retain your proof of postage and tracking details until your return has been processed. Returns remain your responsibility until received by us, subject to your statutory rights.
• Returning faulty items: Different return postage arrangements apply to faulty or incorrectly supplied goods. Please refer to our Faulty Goods Policy for further information.

Exchanges

If you ordered the wrong size or would prefer a different colour, return the original item for a refund within the return period* and place a new order for the replacement. We cannot reserve or hold stock while a return is in transit, so we recommend placing your new order promptly.

Used, ex-display and clearance items are one-offs, so a like-for-like exchange is not possible (see the addendum).

Items that cannot be returned

For hygiene, safety or legal reasons, the following cannot be returned unless they are faulty:

• custom-built or custom-fitted clubs made to your specification;
• customised, personalised, engraved or logo items;
• 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.

Where you have a legal right to cancel (see below), these exclusions apply only as far as the law allows.

Used, ex-display, second-hand and clearance products are not excluded. They can be returned within 30 days on the terms in the addendum.

Returning promotional items

If you return an item that came with a free gift, or that 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.

Refunds

Please allow 3 to 5 working days from when we receive your parcel for inspection and processing. We will email you once it is complete, and we always refund within 14 days of receiving the item.

• Refunds go to your original payment method only, including for items returned to our store. We never refund in cash or to a different card. Items paid for with a gift voucher, account credit or loyalty points are refunded to that voucher, credit or points balance.
• Refunds reflect the price you actually paid, after any discounts.
• The original delivery charge is not refunded, except where your legal right to cancel requires it (see below).

Your legal right to cancel

For online, phone and mail orders, the Consumer Contracts Regulations 2013 give you the right to cancel within 14 days of receiving your goods, and then 14 days to send them back. If you cancel your whole order within that 14-day period, we will also refund the cost of standard delivery (not any extra you paid for a faster service). You pay the cost of returning the goods, and we may reduce your refund for any loss in value caused by handling them more than was necessary to inspect them.

Our 60-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. Full details are in section 8 of our Terms.

Faulty goods

If an item arrives faulty or develops a fault, please contact us straight away, or request a return through My Account, with your order number, a description of the fault, and photos or video. Many problems can be solved without a return. All faulty items are handled in line with the Consumer Rights Act 2015.

Your legal rights in brief

• Within 30 days of delivery, you can reject a faulty item for a full refund.
• After 30 days, we will repair or replace it. If that does not work, you can have a refund or a price reduction.
• After 6 months, you may need to show the fault was present when you received the item, and a refund may be reduced to reflect the use you have had.

Normal wear and tear, accidental damage, misuse, not following care or charging instructions, and modifications not approved by us or the manufacturer are not faults. Full details are in section 9 of our Terms.

Return postage for faulty items

• New items reported faulty within 185 days of delivery*: we cover the return postage once your claim is approved.
• After that, returns are on a return-to-base basis: you arrange and pay for the return using a tracked and insured service. If we confirm a fault we are legally responsible for, we will refund your reasonable postage along with your remedy.
• If no fault is found, or the damage is not covered, the postage you paid is not refunded. We will return the item at your cost, which we will tell you in advance, or you can collect it from our store.

Shoes, bags and other branded soft goods

Many brands handle fault claims on golf shoes, bags, gloves and clothing using photographs and proof of destruction instead of a physical return. The process differs by brand and product type, and we will tell you which applies when you contact us. Where it applies, once we confirm your claim is accepted we will ask you to make the product unusable, for example by cutting through the tongue of each shoe or the branded side panel of a bag, and send us a photo. This is usually the fastest way to resolve a claim.

Items bought from our store should be returned to the store unless we agree otherwise.

Warranty terms

New products carry a 12-month warranty from the date of purchase*. Used, ex-display, second-hand and clearance products carry 6 months from the date of dispatch, as set out in the addendum. Our warranty is in addition to your legal rights, which continue after it ends.

Return to base

Our warranty is provided on a return-to-base basis. After the first 185 days from delivery*, you send warranty returns to us at your own cost, using a tracked and insured service. If we confirm a fault we are legally responsible for, we refund your reasonable postage.

Manufacturer warranties and registration

Warranty cover varies by product and manufacturer. Details are on the manufacturer’s website, in our product description or supplied with the product. Many manufacturers offer extended cover on new products: please register your product with the manufacturer after purchase, as it is your responsibility to follow their process for any extended warranty. Manufacturer cover and registration do not apply to used or second-hand goods*.

Exchanged or replaced products

Products exchanged or replaced under warranty, or bought with an e-voucher issued as part of a return, are covered for the remaining balance of the original warranty period from the first purchase date, not a new one*.

Extended warranties

We do not sell extended warranties beyond our standard warranty period*.

Our support

If you have difficulty with a manufacturer, our team will help. If a manufacturer refuses a warranty claim or stops trading, your legal rights against us are not affected, but we are not responsible for the manufacturer’s own warranty terms or decisions beyond those rights.

Important returns information

• Return window: 60 days* from the first delivery attempt recorded by the courier, regardless of any later redelivery or collection.
• Warranty window: 12 months from the date of purchase for new goods*; 6 months from the date of dispatch for used, ex-display, second-hand and clearance goods.
• Condition of goods: items must remain in saleable condition with all original tags, accessories and packaging, which means unused for new goods and as described and photographed for used goods. Damage caused by use, handling, inadequate repackaging or return transit may lead to a fair deduction or the return being rejected.
• Proof of return: keep a valid tracking receipt for every return. We cannot refund parcels lost in transit without verifiable proof of posting and tracking.
• Safe-place deliveries: if your order was delivered to a safe place you nominated, or to a neighbour you nominated, any theft or loss after delivery should be reported to the police and your payment provider as theft after delivery. We will provide courier evidence where it helps.
• Returns from outside the UK must be clearly marked “Returned goods, for refund/exchange” to avoid import charges. Duties or fees caused by an incorrect declaration will be deducted from your refund.
• Gifts: the buyer can return a gift in the usual way. Gift recipients can return an item with the order number; we will refund the original payment method or, with the buyer’s agreement, issue account credit.
• Inspection and processing: please allow 3 to 5 working days from receipt. You will receive an email once complete.
• Uncollected items: items we cannot accept, or where no fault is found, are held for you to collect or have returned at your cost. Items left unclaimed are dealt with under clause 23.8 of our Terms.
• Abuse of policy: accounts with unusually high return rates may be reviewed. Future orders may require signature-only delivery or carry adjusted delivery charges, always shown at checkout before you pay.

These guidelines help us process your return quickly and fairly. They do not affect your statutory rights. If anything on this page conflicts with our Terms and Conditions, the Terms apply.