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5. Returns, Cancellations and Substitutions
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5.1
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We offer a 14 day money back guarantee, please refer to Guarantees and Returns Policy. Some products are excluded from the 14 Day Money Back Guarantee. These would normally include personalised products and more information in the Distance Selling Regulations Section. In addition, all Golfonline products are guaranteed against manufacturing defects for a minimum of 12 months. Your statutory rights are unaffected.
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5.2
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Sometimes the product specifications from the manufacturer may change, in which case we will do our best to offer you a substitute of the same or better quality at the same price. If you are not happy with the replacement you can return it in accordance with our 14 day money back guarantee. Where applicable, you may cancel your order in accordance with your rights under the Distance Selling Regulations (see the Guarantees and Returns Policy page for further details). Please note any courier charges will be retained where the fault has not been or resulted from Golfonline.
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5.3
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All sizes and measurements are approximate. We strive to describe dimensions as accurately as possible, but fit variances can occur from person to person.
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5.4
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Please note that faulty or defective items highlighted to us after the 14 Day Money Back Guarantee time will not be eligible for a refund. Golfonline will replace or exchange all faulty products in accordance with the manufacturers warranty. If the identical size or model is no longer available then we will exchange for an equivalent make/model or offer you credit vouchers which can be used to purchase products from our website. See section 5.7 for information on how guarantees work on returned products.
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5.5
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If you receive goods that you feel are not as stated, do not satisfy your requirements, or are not up to your standards (for example, superficial marks on packaging or product, dust etc) we are happy to offer a refund on the value of the goods. To claim this you must advise us of this within 14 days of delivery, and ensure we receive your goods back in the original condition they arrived in. Please note that all delivery costs already incurred will be retained before passing refund. Please note that we offer a discounted shipping rate structure to offer you great value, and in order to continue doing so, we are unable to pass you a full refund, as the actual shipping cost will be retained before passing refund.
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5.6
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Although every effort is made in checking all goods before dispatch, on some very rare occasions we may mistakenly ship an incorrect product, or one with a fault we did not catch due to the level of packaging that comes with new products. If this has happened to you, we apologise in advance and request your co-operation in helping us resolve this.
Once an incorrect or faulty delivery has been received it is your responsibility to complete the online returns procedure (after which further instructions will be emailed back) or to advise us of this within 7 working days after delivery. Once a return-request has been accepted, you are requested to send goods back to us (via your local post-office or courier or whichever more cost-effective). The return-shipping cost incurred to you will be settled in the form of a refund or credit vouchers only for the value of the shipping amount that you paid at time of ordering (as similarly operated when returned in-store). If the cost of sending goods back to us is reasonably high, then we request that you to contact us so that we may offer our resources in getting the product back to us in a cost effective manor. In some circumstances we may arrange a collection from your address, once a collection charge has been accepted by yourself (available only within mainland U.K.). We will do our level best to compensate you for your costs in form of goods or gift vouchers, however we regret to advise you that we are unable to compensate you fully where the cost of return is not viable.
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5.7
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Although we stock the best quality products, sometimes faults may be discovered after purchase. Golfonline offer a guarantee against manufacturer faults for a maximum of 1 year from the date of first delivery. Faulty products are required to be sent back for fault examination. If a genuine manufacturer fault is established, we will send the replacement that may be either repaired or exchanged. If an identical replacement is not available, we will offer an alternative product of similar value. However if for any reason you are not happy to take the replacement, we will offer you Evoucher that may be used to purchase goods from our website. To avoid doubt, all products exchanged, swapped, or purchased with Evoucher (only applies to vouchers issued from a return), will be guaranteed for only the balance of the initial 12 month period.
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5.8
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All electric trolleys purchased from our website are covered by warranty only within the United Kingdom. Therefore if these products experience any defects or problems during operation whilst outside the United Kingdom, they will have to be sent back to us at your own cost where we will assess the problem and arrange for it to be fixed or replaced within the warranty period. A reshipping cost will be required for items to be shipped back out to you, which will be agreed prior dispatch.
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5.9
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Most manufacturers will void the product warranty if it has been altered in any way. For example if the shaft of the club has been altered, or if the product has been altered without our consent. Due to the high technical nature of golf clubs, most manufacturers will only cover you against manufacturer defects if they have been customised by the manufacturer or through Golfonline. In our experience, we have found that use of unauthorised fitting centres or inexperienced club-fitters could result in a poor quality product, and therefore more likely to attain a defect.
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