UK customers get FREE returns. Simply go to our self-service returns centre to create a return and print a pre-paid UPS shipping label. Then just take your return package to any UPS drop off point.
Unwanted or incorrectly ordered goods can be returned to Gilbert Rugby via our self-service returns centre up to 30 days from receipt of your order. Products returned in received packaged condition will be valid for full refund, to the relevant account or card used on the initial transaction. Where a gift card has been used for part or full transaction refunds will always be issued back to the gift card first, in part or full.
If you elect to use a courier other than our pre-paid option, return postage costs are not refundable.
We offer a 6-month guarantee on most products (excluding goods designed for short-term maximised performance, such as premium match balls for example), within a fair wear and tear policy. The fault must be verified by us prior to any refund. to the payment source used on the original transaction.
Products damaged by excessive use, misuse, incorrect product care or suffering the normal generic material fatigue associated with regular sporting active use would not be valid for action under warranty.
Products that have been ordered with customisation or personalisation are not eligible for return unless the item is faulty or not supplied as ordered.
Some specialist items designed for short-term high-performance use may have significantly reduced periods available for consideration of fault claims.
If making a return from outside the UK please note we are currently unable to offer exchange/replacement, it is a refund only policy once the return is verified. If an alternative item is required then a new order would need to be raised.
For any fault or damaged goods claims please contact us – returns@grays-int.co.uk - if goods are returned without contact we will not be able to refund your return shipping costs.
For general returns outside of the EU, the cost of return will be the senders, and we will be unable to refund the original delivery charge unless the product is faulty or not supplied as ordered***
*** We are not responsible for any loss or damage of goods that occurs during return shipping. Should any cases of loss or damage arise during a return, the sender would need to raise any claims with their chosen shipping service provider.
