Returns & refunds

The short version

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

How to raise a claim

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. Write your order reference on the outside of the parcel before returning anything, 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.
• 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 days to process a refund or dispatch a remake, counted from when the returned goods reach us.
• 3–5 business daysfor a refund to appear, and it goes back to the card that paid — we cannot send it anywhere else.

Returning the goods, and who pays

A confirmed error 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 mockup you approve is the standard the goods are judged against.
• An error that was in the mockup you approved. A misspelling, a wrong year or a crooked crest that appears in the approved artwork is produced faithfully. Read the mockup as if it were the finished goods, because it is.
• Size choice. Garments are made to the size breakdown you confirm before cutting. Getting the curve wrong is not a defect, which is why we ask you to confirm it rather than assuming.
• 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 mockup stage. Cancel at no cost, and we refund you in full.
• Once production has started. Changes may still be possible, priced by what they actually cost. 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 mockup and said yes.