RETURNS & EXCHANGES

Returns

If for any reason you are unhappy with your purchase, return it to us, along with your receipt within 14 days of receipt in an unworn, unused condition and original packaging for a full refund for the price you paid for the item or exchange.

Returns of personalised shirts will only be accepted if the personalisation is incorrect due to our mistake or if the product is faulty. Unsuitable sizes that have been personalised cannot be returned.

Once a name or number has been printed on a shirt we will not offer a refund or an exchange unless the shirt is faulty. The same applies if a player leaves the club or changes his squad number during his time at the club.

Unfortunately, we are unable to refund or exchange on any personalised products. We also do not accept returns of any gift cards.

How to return or exchange an item(s)

By post:

  1. Wrap the item(s) securely in a suitable envelope or packet.
  2. Please include a covering note with your order details. This will ensure your returned item is handled efficiently as possible.
  3. *Post the item by recorded delivery to the following address:

Returns Department
Ospreys Rugby
Unit D, Lutyens Industrial Centre
2 Bilton Industrial Estate
Bilton Road
Basingstoke
RG24 8LJ

*For your protection, we recommend that you use a recorded delivery service when returning the item(s) as we cannot be held responsible for goods not received. We do not accept responsibility for charges incurred when returning items unless proven faulty.

If you wish, you can return any items direct to the store during opening hours, if possible, please try to avoid match days. Please be aware that although you have handed the items over in store, we still must process the order via our online portal to the original payment card and no refund can be given any other way in store. Items can be exchanged in store, for a same value item or a credit note will be given for the remaining value

We do not charge any additional costs to resend your goods back to you if you decide to exchange for another item, exchanges will be sent via Standard Courier.

Please allow 7 working days for the processing of returns.  

Received the wrong item?

In the unlikely event we send you the wrong product, please contact us at [email protected] in the first instance. Please send the product back to the address above by recorded delivery and enclose a completed returns slip and proof of postage. We will refund the cost of return postage back to the card which was used to purchase the item. As soon as we receive the returned item(s) we will dispatch the correct product and issue you with the postage refund.

International Returns

When returning item(s) from outside the UK we will issue a refund for those item(s) once received and processed by our returns team. If you wish to re-order alternative sizes or products, please do so by placing a new order online.

When returning an item for an exchange or refund we are unable to reimburse the return postage charge.

 

Faulty/Defective Goods

If the product has been used for its intended purpose and the manufacturers recommended cleaning instructions have been followed, any fault will generally appear within the first three months after purchase. For this reason, you may return any faulty item up to three months after the date of purchase. Products will be professionally inspected and where necessary passed onto the manufacturer before a judgement is made.

If the damage to the product is deemed accidental or natural wear and tear then the item will be returned to the customer. If the inspection reveals any fault of the manufacturer then you will be offered an exchange or full refund. If a product is deemed faulty, we will also reimburse you with reasonable postage costs should a receipt be included.

In certain circumstances, providing the product does not show excessive wear or neglect, a product may still be deemed defective three months after purchase. In this instance you may return the product for a thorough inspection. Such items may take longer to inspect as communication with the manufacturer may be required. Unfortunately, after this period of time, any products that are sent back to us for an inspection are done so at the customers own risk. We can not guarantee to be able to offer any refund or replacement on products returned to us after this period of time.

We evaluate each returned faulty product professionally and as quickly as possible with an aim to keep every customer satisfied with the highest level of customer service possible. Please note, all faulty items must be clean, dry and free from dirt and mud and we reserve the right to refuse to inspect any item if they are deemed to be too dirty or wet.

For more information on our returns policy please read our Terms and Conditions.