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Returns from Web Site Purchases

Please read below information before you continue with your return request.

To make a return request you must first login and select the item you purchased.

If you made a purchase without creating an account click here to start the returns process.

If you purchased the item from a retailer please click here to view the retailer returns help page.

Goods can only be processed for exchange or credit if the goods are returned with a completed Returns form, which will be sent as an email to you.

Reasons for returns:

Unwanted goods or wrong item ordered

  • Unwanted or incorrectly ordered goods must be returned to Gilbert Rugby within 14 days (unless other returns period offered at purchase) of receipt in as received packaged condition to be valid for full refund or exchange.
  • Return postage costs are not refundable.
  • “Please note we can only accommodate exchange requests for the same product, but in different sizes or colour schemes. If you would like a different item type, you will need to re-order and request a refund. This also applies if requesting a change to a senior size from a junior size.”

Wrong item received

If we have delivered the incorrect or damaged goods then collection can be arranged, please mark the collection box in the form and put the required collection date.

  • Please allow 2 working days between submitting the form and the collection date.
  • Collections can only take place Monday to Friday.
  • Unfortunately we cannot specify a time on the day.
  • The Goods must be handed to the courier (e.g. they cannot be left in a porch or behind a bin).
  • The returns address below must be visible on the package.
  • “Please note we can only accommodate exchange requests for the same product, but in different sizes or colour schemes. If you would like a different item type, you will need to re-order and request a refund. This also applies if requesting a change to a senior size from a junior size.”

If collection is not possible, you can return goods yourself with the returns form. We will credit reasonable postage costs for incorrectly delivered items. This does not include express / premium courier / postage services(e.g Royal Mail Special Delivery)

Faulty goods

  • Reasonable postage costs that are incurred (not including premium services such as special delivery or express courier services) will be refunded on verification of product fault by Gilbert Rugby.
  • 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. Fault must be verified by us prior to any refund or replacement product being offered. Products damaged by excessive use, mis - use, incorrect product care or suffering the normal generic material fatigue associated with regular sporting active use would not be valid for action under warranty.
  • Some specialist items designed for short term high performance use may have significantly reduced periods available for consideration of fault claims.
  • “Please note we can only accommodate exchange requests for the same product, but in different sizes or colour schemes. If you would like a different item type, you will need to re-order and request a refund. This also applies if requesting a change to a senior size from a junior size.”

International Returns

  • 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 cover return shipping costs.
  • For general returns (change of mind / need a different size) within the EU the cost of return will be the senders, however the original delivery charge*, **, *** will be refunded.
  • 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 ***
* We will only refund the delivery charge if the complete order is returned/faulty, otherwise we will make a pro-rata delivery refund.
** Where applicable, we will cover the cost of reasonable return postage using standard services (we will not cover premium services with added costs for features such as express/timed delivery).
*** 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 return, the sender would need to raise any claims with their chosen shipping service provider.

Please see Terms & Conditions for full details.



The good(s) need to be returned to the following address:

Gilbert Rugby Returns,
Gilbert Rugby
Station Road,
Robertsbridge,
East Sussex,
TN32 5DH