GUARANTEE, RETURNS & FAULTY GOODS

Updated 5 January 2021.

We are committed to ensuring you get the right product for your needs.
If you have any questions about returns, exchanges or faulty goods, please contact the rugbystore Customer Service Team:

• telephone: 0800 298 4352 (Freephone from within the UK), or
• telephone: +44 (0)1721 726920 from anywhere else in the world
• email us using this Contact Form

Guarantee

If you are not completely satisfied with any of your purchases from rugbystore.co.uk, you may return them to us within 21 days of receipt for either refund or exchange.

All items must be returned 'as sold': in resalable condition, unworn, in original packaging with all swing tickets attached. If a returned item fails to meet one of these requirements, we cannot accept the item back.

Items that have been printed, embroidered or personalised cannot be returned for refund or exchange.

Extended Returns Period for Christmas 2020

We have extended our returns period for any item bought as a gift for Christmas 2020. Any gifts item bought from rugbystore between Monday 26 October and Wednesday 23 December 2020 can be returned up to Friday 26^th February 2021

Returns Procedure

Returning items to rugbystore is easy:

1. Fill in the Returns Form that was sent to you with your order. If you no longer have the form, you can  download it here (opens in a new tab)
2. Repackage the item(s) securely, making sure you include all swing tickets plus the Returns Form
3. Write the following address on the package:
   
   Returns Department
   rugbystore.co.uk
   Unit 8 Cavalry Park
   Peebles
   EH45 9BU
   United Kingdom

We strongly recommend using a recorded delivery service when returning items; rugbystore cannot be held responsible for packages that are lost in transit.

We regret that no return postage charge can be refunded for returned items unless the item is faulty or sent to you in error.

** Important note regarding returns and promotional items **

A promotional item is any item that is supplied free with the purchase of another product(s) or is sold at a reduced price based on the purchase of another product(s).

When returning products that qualified for a promotional item on your original purchase, you must include the promotional item with your return. If promotion items are not included rugbystore will deduct the balance of the promotional item(s) from your return/exchange where applicable.

If the promotional item was a free Gift voucher: If the voucher has already been used, the value used will be deducted from the refund/exchange. If the voucher has not yet been used, it will be cancelled.

Personalised Products

Items that have been printed, embroidered or personalised cannot be returned for refund or exchange.

Returning Item(s) for Exchange

If you are returning an item for exchange, we've tried to make the process as simple as possible:

1. Fill in the Returns Form that was sent to you with your order. If you no longer have the form, you can  download it here (opens in a new tab). Make sure you enter the all details of the new item you would like in exchange
2. Repackage the item(s) securely, making sure you include all swing tickets plus the Returns Form
3. Write the following address on the package:
   
   Returns Department
   rugbystore.co.uk
   Unit 8 Cavalry Park
   Peebles
   EH45 9BU
   United Kingdom

When requesting an exchange, an additional postage charge is required to send out the exchange items to some destinations. There is NO additional charge for UK, Northern Ireland and BFPO. There is an additional charge of £5.00 for European Union and the Rest of the World.

Items that have been printed, embroidered or personalised cannot be returned for refund or exchange.

** Important note regarding returns and promotional items **

A promotional item is any item that is supplied free with the purchase of another product(s) or is sold at a reduced price based on the purchase of another product(s).

When returning products that qualified for a promotional item on your original purchase, you must include the promotional item with your return. If promotion items are not included rugbystore will deduct the balance of the promotional item(s) from your return/exchange where applicable.

If the promotional item was a free Gift voucher: If the voucher has already been used, the value used will be deducted from the refund/exchange. If the voucher has not yet been used, it will be cancelled.

Faulty Goods

We try to ensure that all goods supplied by rugbystore.co.uk are of the highest quality. However, if you do receive an item that is faulty, we can either exchange it for a replacement or give you a full refund.

1. If you still have the Returns Form that was originally sent with your order; fill out the form detailing if you would like a replacement or a refund
2. If you no longer have the form, you can  download it here (opens in a new tab).
3. Repackage the item(s) securely, making sure you include the Returns Form
4. Write the following address on the package:
   
   Returns Department
   rugbystore.co.uk
   Unit 8 Cavalry Park
   Peebles
   EH45 9BU
   United Kingdom

When you are returning faulty goods, please make sure they are clean and free from dirt and mud.
We know they are faulty and so won't be getting worn again, but we need to handle them and send them back to the manufacturer - it's a much nicer job if the items are clean!
We reserve the right to not process anything we deem to be too dirty - we'll just send it back to you.

After we have examined the returned goods, if the item(s) are deemed to be faulty, you will receive a refund for the return postage charge.

** Important note regarding returns and promotional items **

A promotional item is any item that is supplied free with the purchase of another product(s) or is sold at a reduced price based on the purchase of another product(s).

When returning products that qualified for a promotional item on your original purchase, you must include the promotional item with your return. If promotion items are not included rugbystore will deduct the balance of the promotional item(s) from your return/exchange where applicable.

If the promotional item was a free Gift voucher: If the voucher has already been used, the value used will be deducted from the refund/exchange. If the voucher has not yet been used, it will be cancelled.

Faulty Goods Being Returned from Within the UK

If you are returning faulty goods from within the United Kingdom we are able to offer a Prepaid Returns label^†.

Please contact a member of our Customer Services Team using the contact details below. Don’t worry if you don’t have access to a printer, instructions on how to access the label will be sent to you.

• telephone: 0800 298 4352
• email us using this Contact Form or by emailing sales@rugbystore.co.uk

^† Size and weight limits apply to parcels returned using our Prepaid service.

• Weight limit = 20kg
• Dimensions limit = 61cm (length) x 45cm (wide) x 46cm (depth)

If your parcel is bigger or heavier than this, please contact our Customer Service Team to discuss the best way to return your parcel.

** Important note regarding returns and promotional items **

A promotional item is any item that is supplied free with the purchase of another product(s) or is sold at a reduced price based on the purchase of another product(s).

When returning products that qualified for a promotional item on your original purchase, you must include the promotional item with your return. If promotion items are not included rugbystore will deduct the balance of the promotional item(s) from your return/exchange where applicable.

If the promotional item was a free Gift voucher: If the voucher has already been used, the value used will be deducted from the refund/exchange. If the voucher has not yet been used, it will be cancelled.

Need more Help?

If you need more help with this website, you can:

• telephone: 0800 298 4352 (Freephone from within the UK), or
• telephone: +44 (0)1721 726920 from anywhere else in the world
• email us using this Contact Form