Returns & Repairs

General Information

It is not possible for us to assess goods via letter, email or phone communication. We will only be able to appraise a warranty claim for repair, replacement or credit after first hand examination of the item(s) concerned.

Please refer to the points below on how to return items for examination. The information details who to return the goods to, the information that should be included with the goods and the approximate timescale for action.

Your Retailer

This should always be your first port of call. The staff you deal with may have some personal familiarity with the situation or yourself and essentially it is with the retailer that your contract of sale stands.

They may be able to offer you some in store advice or return the item to us for examination on your behalf. Please note that retailers are totally independent from us and as such we are not able to interfere with their returns procedures.

Directly to us

If you are unable to return the item through your retailer you can return it to us directly. You will need to return the item with proof of purchase and details of why you are unable to make the return through your retailer. If returning directly to us please use the address detailed below.

If our examination reveals a material or manufacturing fault, we will only be able to offer like for like replacement, we do not offer cash refunds for products or return postage.

Simply print out our Returns Form, complete it and send it to us with the item. Please ensure all fields marked * are completed.

Alternatively you can send the item with a covering letter detailing:

  • Your contact details and return delivery address
  • The reason for return
  • The age of the item
  • The approximate frequency of use
  • Any other information that may aid us when examining the item

You will also need to detail where the item has been purchased from with proof (e.g. receipt, credit card statement, bank statement) and explanation of why it is not possible return the item to your retailer.

Returns Address

Post all correspondence to:

GILBERT Rugby
Station Road
Robertsbridge
East Sussex
TN32 5DH

Time Scale

This can vary depending on the type of item returned and the action we need to take, although you will normally receive contact from us explaining our examination and findings or a replacement/repaired item within 5-10 days of delivery to us.

We do not confirm receipt as part of our booking in process. This is so we can focus our efforts on speeding the matter to conclusion to minimise inconvenience. However, you are welcome to contact us to confirm delivery of the returned item. It may be worth considering using a tracked postage service so you can confirm the details with your courier.

Contact Us

If there is anything you are unsure about please do not hesitate to contact us.