GUARANTEE, RETURNS & FAULTY GOODS

Updated 23 November 2023.

Extended Returns Period for Christmas 2023

To give you peace of mind when shopping for Christmas gifts, we have extended our returns period for any item bought as a gift for Christmas 2023. Any gift items bought from Rugbystore between Monday 6 November 2023 and Friday 22 December 2023 can be returned up until Friday 26 January 2024.

 

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 28 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.

 

Which products can’t be returned?

In some circumstances we may not be able to exchange or refund an item. The following products are not eligible for exchange or refund (unless they are faulty or not as described):

  • Products you received over 28 days ago
  • Products that have been worn or used (unless faulty)
  • Products without their original packaging
  • Products without their swing tickets and original labels still attached
  • Products or packaging in poor condition
  • Products that have been printed, embroidered or personalised for you
  • Products that cannot be returned for hygiene reasons:
    • Underwear (briefs etc)
    • Mouthguards
  • Gift Vouchers

Please note that if you return products which are outside our returns policy or if you don’t have proof of purchase, we won’t be able to process a refund, so please keep your order confirmation. If you need to check whether your purchase is eligible for a refund or exchange before sending it back to us, please email orders@rugbystore.co.uk with your order reference and query.

 

Returns Procedure

 

1. Returning Unwanted Items

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. For returning faulty items, please see below.

We regret that no return postage charge can be refunded for the return of unwanted items.

 

Notes on Returning Personalised Products

Items that have been printed, embroidered or personalised cannot be exchanged or returned for refund unless they are faulty. Please see below for how to return or exchange faulty items.

 

** 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.

 

2. 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 all the 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

An additional postage charge may be 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.

 

3. Returning 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. 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 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
 

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.

 

Notes for Returning Faulty Items

  • 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.

  • 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.
  • We reserve the right to withhold exchanging or refunding faulty items until they have been examined by a member of the Rugbystore team or the Manufacturer.
 

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
 
 

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