Returns & refunds

The short version

That distinction is the whole policy. Everything below is detail about how each kind of claim is made and settled.

Two kinds of claim

• Something is wrong with the goods— a misprint, a defect, damage, a short count, or anything that does not match the design you approved. We remake or refund what is affected. This is the claim described in most of this page.
• The order arrived late— after your event date, for a reason within our control. The on-time guarantee refunds the order in full, and you keep the goods.

A guarantee refund covers the whole order, so if a late order is also faulty there is no second claim to make: the refund already includes it.

How the on-time guarantee refund works

1. Email orders@golfeventgear.com with your order reference within 30 days of your event date.
2. We check the delivery record against your event date and the guarantee’s conditions: design approved within three business days, a correct address with someone to receive it, and no change to the order after approval.
3. Once confirmed, we refund the full amount you paid to the original payment method. Nothing needs to come back to us.

What the guarantee does and does not cover is set out in full on the Delivery page.

How to raise a claim about the goods

1. Email orders@golfeventgear.comwith your order reference and photographs showing the problem — the goods, the decoration, and the packaging they arrived in.
2. We reply within one business day, and usually the same day.
3. Once we have confirmed the error with the maker, we agree with you on a remake or a refund. A remake is produced to your original order, correcting only what was wrong: we do not change the product, the artwork or the imprint colour at that stage.
4. If anything is to be returned, write your order reference on the outside of the parcel, or it may not be matched to your claim.

Windows and timings

• 30 days from delivery to raise a claim about the goods themselves, in writing, with photographs.
• 30 days from your event date to claim under the on-time guarantee.
• 15 days from the delivery dateto raise anything that is the carrier’s doing — loss, damage in transit, or a parcel marked delivered that never arrived. See Delivery.
• 7–10 business daysto process a refund or dispatch a remake, counted from when returned goods reach us — or, where nothing needs to come back, from when we confirm the claim.
• 3–5 business daysfor a refund to appear, and it goes back to the original payment method — we cannot send it anywhere else.

Returning the goods, and who pays

A guarantee refund needs nothing returned. A confirmed error with the goods is settled against the goods coming back: return the affected quantity — the whole order where the whole order is affected — by ground carrier.

Return carriage is at your expense.We would rather say so plainly than bury it: international return freight on custom merchandise is expensive, and it is the one cost we cannot fold into an all-in price. Where the error is ours and the goods are unusable, talk to us before you ship anything — photographs are often enough, and destroying the goods locally is frequently the sensible answer.

What is not a defect

Some things look like faults and are not. Knowing which in advance saves everyone a fortnight.

• A colour that differs from your screen. Monitors are backlit and uncalibrated; ink on cotton is neither. We match to Pantone coated references, and the design you approve is the standard the goods are judged against.
• An error that was in the design you approved. A misspelling, a wrong year or a crooked crest that appears in the approved artwork is produced faithfully. Read the design as if it were the finished goods, because it is.
• Size choice.Polos are made to the size breakdown on the order when you approve the design — all L, unless you set one. Getting the curve wrong is not a defect, which is why we ask you to set it rather than assuming.
• The supplier minimum. Where an item is made in runs larger than your event needs, the proposal showed the raised quantity before you ordered. The extra pieces are part of the order, not an overcharge.
• Ordinary variation between pieces in hand-finished items, within the tolerance of the process.

Cancelling an order

What it costs to stop depends entirely on where the order has got to.

• Before production — while we are still at the design stage. Cancel at no cost, and we refund you in full. A pay-later order you have not yet confirmed and paid can simply be cancelled; there is nothing to refund.
• Once production has started. Changes may still be possible, priced by what they actually cost, though a change after approval can move the delivery date and ends the on-time guarantee for that order. A cancellation at this stage carries a 30% restocking charge, because blanks have been bought and machine time booked.
• Once the goods have shipped. The order can no longer be cancelled or changed.

The first of those three is generous on purpose. Nothing goes to the machines until you have seen the design and said yes.