While we will always strive to deliver a fantastic product range and excellent customer service we do recognise there will be occasions where customers will need to return an item. Below is important information that you should consider before making your purchase.
How Do I Return An Item I have Purchased?
All goods returned to us must be sent back to us in their original packaging and tags. Please ensure that the goods and package sent back to us are safe and secure as the goods are your responsibility before they reach our warehouse. All goods will be inspected once they arrive at our warehouse. For all goods sent back to us ensure that you enclose a note with your order number and contact information so we can identify who it is from.
We do not offer a free returns service. If you are looking to return goods to us for an exchange or a refund, please send them back to us using a courier of your choice. We recommend that you send them back using recorded delivery as we are not responsible for any items lost or delayed on their way back to us. Please note that we cannot accept a COD or any package marked ‘bill recipient’.
For goods that have been sent to you in error or goods that have been deemed by us to be faulty, we will refund any reasonable return carriage costs (up to £6) and we can send out the replacement to you free of charge. For goods that are returned to us for an exchange, you will be charged an additional shipping charge before we can despatch the replacement to you.
Unit 28 & 29 Carcroft Enterprise Park
This section applies to all returns regardless of the reason for the return, however, see below sections relating to specific returns.
Can I Return An Item That Has Been Personalised?
Once an item has been personalised (or the process of personalisation has started) it cannot be exchanged or returned. Please ensure that when you are putting through an order with personalisation, all details and sizes are correct. If you notice that there is an error on your order, please notify the customer service team as soon as possible. We will attempt to rectify the error but we cannot give any guarantees that it will be possible.
On receipt of any personalised goods, please check the personalisation is all correct. We can only accept returns on personalised items that have been personalised incorrectly by us or if there is a fault with the goods.
Can I Return An Item That I No Longer Want?
If an item is not suitable for your needs, you are welcome to return it back to us within 14 days of receiving it. Please send all goods back to us in their original packaging with their tags and in an unused condition. Once we have received the goods, we can offer a replacement or a refund. Please note that to send out a replacement item for goods that you no longer require, we would have to take an additional shipping cost before we can despatch the replacement. We will also be unable to refund any return shipping costs for goods that are no longer required.
Can I Return An Item That Is Faulty?
If you believe that an item you have received is faulty, you are welcome to send it back to us. Once we have received it we will arrange for it to be tested. If it is deemed to be faulty, we can either replace or refund the item plus any reasonable return carriage costs (up to £6). Please ensure that the goods sent back to us are secure as we are not responsible for any damages that happen during transit back to us. Before you send the goods back to us, please notify us via email or phone of what you believe the fault to be as it may be possible for us to identify the issue and walk you through how to fix it without having to send the goods back.
Please note that even if you believe the item to be faulty you must still return it in the original condition and packaging as though it was brand new.
How do I Return a Large Item Such As Goalposts or Storage Trolleys?
If you need to return a large item please call us on 01302 723024 or email us at firstname.lastname@example.org in order so we can advise you how to proceed. If you are unsure of what constitutes as a large item please contact us and we will be happy to assist you. Where possible (and only on large items) we can provide you with a quotation to collect the item and deliver it back to us. You are welcome to accept or decline this quote. Offering this service is entirely at our discretion and there may be instances where we cannot offer a collection service.