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Returns

 

Please contact us on +44 (0)121 3843006 or email us at sales@sutton-sports.co.uk if you would like any assistance on returns procedures.

This return policy refers to products purchased on this website only. If you have purchased an item in our store, or from a third-party marketplace (Amazon/ebay), our return policy may differ so please contact us for further information or refer to the marketplace you purchased the item from for more information.

We try to ensure that all our online customers enjoy a positive shopping experience with us and this includes making our returns procedure as efficient as possible:

 

Key Returns Information

 

Our returns address is:

Web Returns
Sutton Sports
Unit 6, Birmingham Trade Park
Kingsbury Road
Birmingham
B24 9PS
United Kingdom

 

When sending items back to us, it is advised to select a suitable courier service with tracking information and insurance where applicable, to ensure they arrive in good condition. We assume no responsibility for any damage that may occur in transit to our returns address or for the loss of a returned item. All returns are logged on the same day of receipt and refunds/exchanges are processed within a few working days.

 

Requesting a returns label

For both returns and exchanges it is YOUR responsibility to cover return postage, however we can supply a returns label at a reduced rate if you contact customer service:

Tel: +44 (0)121 3843006

Email:   sales@sutton-sports.co.uk

We accept full responsibility for the return costs in the following special circumstances:

Special Circumstances

 

  1. An item has been received that is faulty or damaged.
  2. An item in your order isn’t as described due to an error on the product page.
  3. You have received a completely different item to that purchased in your order details.

 

In these circumstances, we will cover all return costs and refund your order in full including delivery costs (unless the order was combined with other items which are not returned).

You must make us aware within 14 days of delivery, if an item is damaged or lost in transit, or is incorrectly described, otherwise a refund will not be authorised (for more on refunds see below). This period does not apply to faulty goods which are deemed to be manufacturer faults (see manufacturer faults section below).

Please contact us on +44 (0)121 3843006 or email us at sales@sutton-sports.co.uk if you would like any further assistance on returns procedures.

 

Refund Policy

  • You have a 14-day no-obligation cancellation period from the date of receiving your order to notify us that you wish to return an item for a refund.
  • After approval, you have 14 days to return your item(s) to our returns address (see above) for a refund.
  • Items sent back after 14 days from the approval date will be returned to you and denied a refund, unless the return reason comes under one of the three special circumstances mentioned above.
  • Please ensure you include paperwork before sending an item back to us (ideally the original order invoice or a copy of your email confirmation) to speed up the return process. Failure to do so will result in a delayed refund for your goods.
  • We require faulty items to be sent back to us for inspection before we can grant a full refund, unless stated otherwise in correspondence.
  • We also accept returns to our store and the same time-frame applies for refunds from online purchases.

Please return all items in their original packaging in an unused condition. Returned items which are deemed to be unsuitable for resale will not be eligible for a full refund (excluding faulty items - see section below).

 

Specific examples:

  • Clothing: Must be returned in its original product packaging with all tags still attached in an unused condition. Refunds for clothing will not be authorised if an item has been washed, marked or had the label removed.
  • Footwear: Must be returned in an unworn condition, without marks or wear to the sole in its original box, including any accessories that were supplied in the box (i.e. spare laces, spare studs, shoe bags).
  • Rackets: must be returned with any supplied head cover, unused and with the manufacturer's cellophane still intact on the handle and card attached to the strings (where applicable respectively). Any rackets that have been played with or show signs of use or damage will not be eligible for a full refund. We are unable to give a refund on rackets which have been restrung or customised to your specification.

With all returns we will inspect the condition of the item and if we deem that the item is no longer in a condition fit for resale, we reserve the right to refuse a full refund. In this instance, a partial refund may be offered or the item will be returned to you.

  • Personalised products: Any products which have been customised or personalised cannot be returned unless there is an inherent manufacturer fault (see section below about manufacturer faults).
  • Ex-Demo Rackets: We do not accept returns on Ex-Demo rackets in any circumstance, unless the item is damaged in transit on its way to you.

 

Please return all items in their original packaging in an unused condition (where applicable). For items which are returned without their original packaging, or in a used condition, we reserve the right to refuse the return/exchange or offer a discounted refund of 50% of the product(s) value (excluding delivery costs).

 

Exchange Policy

It is advised to contact us in advance and reserve stock to avoid disappointment prior to arranging an exchange.

  • If you would like to exchange an item, please notify us within 14 days of receiving your item and return it to our returns address within 14 days of approval.
  • Please ensure you include paperwork before sending an item back to us (ideally the original order invoice or a copy of your email confirmation) to speed up the return process. Failure to do so will result in a delayed exchange of your goods.
  • Exchanges will be processed within a few working days (delays may occur around public & bank holidays) of us receiving your goods back and you should be notified when the replacement has been sent.
  • If the requested replacement is out stock, we will contact you to offer alternative options or failing that, process a refund for price of the goods that cannot be exchanged (excluding postage charges).
  • If you would prefer to pop in store that is no problem, we will happily accept an exchange for an item purchased online in the same time-frame.
  • If we do not have a replacement item for an in-store exchange, we will either contact our warehouse to raise an order, or process a refund/in-store voucher for the value the item(s) (excluding delivery charges).
  • It is your responsibility to cover return postage costs however there is no charge to exchange item unless you require an express postage option for the replacement.

 

Please return all items in their original packaging in an unused condition (where applicable). For items which are returned without their original packaging, or in a used condition, we reserve the right to refuse the return/exchange or offer a discounted refund of 50% of the product(s) value (excluding delivery costs).

 

Faulty Goods & Manufacturer Defects

If a product is believed to have a manufacturer fault or has been damaged in transit, please contact us via email or telephone and we will get in contact with the supplier to get an answer.

We will not credit return postage costs until a full manufacturer inspection has granted the item as faulty. We understand this may cause some delay

We will honour our refund and exchange policies (stated above) if your correspondence falls within the 14-day cancellation period or the 28-day exchange period and we will take up the manufacturer fault on your behalf if this is the case.

 

 

Please contact us on +44 (0)121 3843006 or email us at sales@sutton-sports.co.uk if you would like any further assistance on returns procedures.

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