Our Returns Policy
As part of
'Going That Extra Yard', we want you to be totally satisfied with every purchase you make with GolfOnline. However if for any reason, you are not completely happy with your purchase, simply follow our
online returns procedure and return the goods within 14 days of our first delivery attempt. There are two main types of returns our customers require most often, to which terms and conditions apply:
1. Returning for Exchange or Refund within our Cooling-off Period (14 days)
For this you must:
- Ensure the product is unused and in it's original packaging, so we can return it back to our stock as new within our cooling-off period (14 days).
2. Returning a faulty product within the warranty period
- Please check that your product is within the warranty period (in most cases 12 months from date of purchase, unless stated otherwise).
- Please consider if the fault or defect has been generated through normal use as we cannot accept return of products damaged as a result of misuse.
For more information on our returns terms, please see details below, or call our customer services team during UK office hours on 0208 951 6080, and we'll be happy to help you.
Our Return Terms
We are happy for you to return a product to us if you decide that you do not wish to keep it. We ask that you ship it back to us within 14 days of the first attempted delivery date by our courier. We ask you to take reasonable care when the item is in your possession and return the item in it's original, new condition, so that we may restock it and give another customer a chance to own the item new.
As such, please do not break any seals, or allow for marks and/or damage to the original packaging, and please secure package your goods when you return them so they do not get exposed to any damage in transit. We do not currently offer free shipping back to us as returns are rare, and so we use that saved cost to ensure your item is competitively priced at time of purchase.
Goods Excluded
As we stock thousands of products, it is impossible to list non-returnable items individually. However, as a general rule, we do not offer refunds on:
- CD's and books
- items that have had logos or customization added as part of the purchase
- base layers, under layers, underwear and socks
- returning individual items originally shipping in multi-packs
- items which have been soiled or are deemed unhygienic
If you feel unsure about if a product you wish to return falls into this category, please contact us and we will be happy to help.
Goods being sent for refund
For security purposes, if you are seeking an actual refund on a product, we must refund it using the method it you paid with. For clarity, if you paid for your item with a credit or debit card, PayPal, gift vouchers, cheque or cash (via GolfInStore), you will be refunded in the same method.
Returning free items, gifts with purchases or discounted goods
As part of the many great offers we run every day, our customers often get a chance to receive discounts on products when combining them, or get a free gift with their purchase. Occasionally, when these products form part of a return, we ask you accept the following conditions.
- Returning an item that came with a free gift
For example, if you purchased a jacket that came with free trousers, both items must be returned to us unused for us to process the return. You will not receive a refund or exchange if you withhold, or have used, the free item. Occasionally at discretion, we may issue a part refund if are prepared to discount the value of the free item from the refund. For clarity, if you wish to return a £100 jacket that came with £40 trousers free, and you wish to keep the trousers, we may be able to refund you £60, if the offer terms are not dictated by the manufacturer or any other conditions.
- Returning an item that was part of a discounted multi-buy offer.
For example, if you purchased a jacket for £100, and you were able to buy trousers which normally retail for £40 or half price at £20. This is a multi-buy (combination) deal, and the discount offered originally factors in the sale of two items combined. Therefore, if returning the jacket alone, the discount achieved at time of sale (£20) will be voided and an adjustment of £20 will be made to your refund, so you will receive £80 for the jacket and effectively have paid the full £40 retail price of the trousers.
If any of these terms sound complicated, we would be happy to clarify them at any time, just contact us during normal office hours.
Goods being sent for exchange
Did you order a size 8 shoe, but need a size 9? Or wish to exchange one colour shirt for another? Well you can. Just call our customer service team, ship it back to us within 14 days, and we'll send out the updated item you require.
Quick tip: If you order more items when you call to arrange your exchange, we can send your new item out with the larger order, saving you on shipping time. We will of course, refund the product you no longer want.
Goods being returns from outside the EU
If you are returning orders to us from outside the EU, please note that a customs charge will apply when the good re-enter the UK, unless you clearly state that the items are being shipped back to us for a refund or return.
Warranty Terms
Most items come with a 12 month warranty as standard. In some cases, manufacturers extend that warranty. As a retailer, we will honour a manufacturers terms in accordance with our role, such as receiving the goods where necessary. Please look for details on individual items to see which products these terms apply to.
All products are 'Return to Base', meaning they must be shipped back to us, (except Powakaddies and some products where stated). We do not currently offer free shipping back to us, but our customer service team are happy to advise on affordable shipping methods back to us, just give us a call on +44 208 951 6080.
Return of Faulty Goods
Goods faulty on arrival
Goods discovered to be faulty at time of arrival to you, or developing a fault in the first 30 days are subject to a refund, and in most cases, GolfOnline will arrange shipping back to our headquarters for inspection. After verifying the fault, the goods 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 free return shipping to you.
Goods developing a fault in the first 12 months (Manufacturer's Warranty Claim)
In addition to the 14 days grace period for normal returns, and the 30 day return period for faults, we also honour manufacturers warranties which are typically 12 months. If you wish to return a product that has developed a fault in the first 12 months, please fill out a Return Merchandise Authorisation (RMA) form by following our Returns Procedures. Please follow the instructions in the Returns Procedures section and do not ship us your item without your RMA number and any further instructions stemming from the Returns Procedure process.
Once you complete this procedure, we will pass your item on to the appropriate manufacturer who will then inspect the product in accordance to their warranty terms. The manufacturer will repair or replace the faulty part, or may even exchange the entire product if the product is found to have developed a fault beyond economical repair. A free return delivery is normally to send the item back to you if the fault has been verified by the manufacturer. If the product cannot be repaired or replaced, we may offer you vouchers to the value of the product with your consent.
In some rare cases when there is shortage of replacement parts, or if further fault investigation is required, there may be a longer manufacturer delay in completing the return. In such cases, we will keep you regularly informed whilst we await a decision from the manufacturer.
In the event where the goods are found non-faulty or if the product does not have a manufacturing-fault (through a fault investigation process), the warranty claim will be voided and goods will be sent back in its current condition. In most cases we may request a minimal shipping charge to cover for the return cost back to you.
Our Returns Procedure
As we stock 1000's of products, all with varying specifications and warranties, we ask that you obtain a Return Merchandise Authorization (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 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: Select Exchange items (if any), and Check and Confirm your Request
If you are requesting to exchange a product, you will now be able to select either an alternate model for e.g. a different size or colour by clicking the 'PICK MODEL' button, or you may select a new product by clicking the 'PICK PRODUCT' button.
If the change in size, colour, or specification has a different price to the one ordered, then the total difference will be either credited to, or requested from, you.
Please check all the details before finally submiting a new return request.
Now, submit your requst and await confirmation. You will see that your RMA number has been issued. Please keep this number safe for your reference. If you have any problems during submission, please contact us.
Step 5: 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.