- service@personalisedshinpads.com
- Monday - Sunday: 24/7 Order Fulfilment
REFUND & RETURNS POLICY
Returns Policy for Personalised Shin Pads LTD
At Personalised Shin Pads LTD, we are dedicated to providing high-quality personalised shin pads tailored to your specifications. This Returns Policy outlines the conditions under which returns are accepted, in compliance with UK consumer law. Please read this policy carefully before purchasing.
1. Returns for Defective or Damaged Items
-
Under the Consumer Rights Act 2015, you may return personalised shin pads that are faulty, damaged, or not as described at the time of delivery.
-
If your shin pads are defective or damaged upon receipt, please contact us at service@personalisedshinpads.co.uk within 30 days of receiving your order to report the issue. Please provide your order number and details of the fault or damage, and we may request photos or other evidence to assess the claim.
-
If the item is confirmed to be faulty or damaged, you are entitled to a repair, replacement, or full refund (including standard delivery costs), at your discretion, subject to the following:
-
-
We will arrange for the return of the item at no cost to you, as required by UK law.
-
If a repair or replacement is not feasible or would be disproportionately costly, we will offer a full or partial refund, accounting for any use you’ve had of the item.
-
-
Within 6 months of purchase, you may still be entitled to a repair or replacement for faulty items, but after 30 days, you may need to demonstrate the fault was present at delivery. After 6 months, the burden of proof lies with you to show the fault was inherent.
-
Returns will not be accepted if the damage results from misuse, wear and tear, or attempts to repair the item yourself.
2. Personalised Items – No Right to Cancel for Change of Mind
-
Important Notice: Under the Consumer Contracts Regulations 2013, consumers generally have a 14-day cooling-off period to cancel online or distance purchases and return goods for a full refund, even if they change their mind. However, our personalised shin pads are exempt from this right because they are custom-made to your specifications. This means you cannot return personalised shin pads for a refund if you simply change your mind, unless they are faulty, damaged, or not as described (e.g., if the personalisation does not match your provided specifications due to our error).
-
Please ensure all personalisation details (e.g., names, designs) are accurate when placing your order, as we cannot accept returns for errors in customer-provided specifications unless the item does not match the agreed design or is faulty. We strongly recommend double-checking your order details before submission to avoid issues.
3. Sale Items
-
We reserve the right to refuse refunds on items purchased during a sale or promotional event, except where the item is faulty, damaged, or not as described. In such cases, the standard remedies (repair, replacement, or refund) under the Consumer Rights Act 2015 apply.
4. Late Deliveries
-
While we strive to deliver your order within the estimated timeframe, we are not responsible for delays caused by third-party couriers or unforeseen circumstances. Late delivery does not entitle you to a refund unless the item is faulty, damaged, or not as described upon receipt.
-
If your order has not arrived within 30 days (or the agreed delivery timeframe, if longer), please contact us at service@personalisedshinpads.co.uk, and we will investigate. You may be entitled to a replacement or refund if the item is lost or undelivered.
5. How to Return an Item
-
To initiate a return, contact us at service@personalisedshinpads.co.uk within 30 days of receiving your order, clearly stating the reason for the return and providing your order number.
-
Do not return items without prior authorisation, as unauthorised returns may not be processed.
-
If approved, we will provide instructions for returning the item. For faulty or damaged items, we will cover reasonable return costs. Items must be returned in their original condition, with all packaging, unless the fault or damage prevents this.
-
Refunds, where applicable, will be processed within 14 days of receiving the returned item, using the original payment method.
6. Your Statutory Rights
-
This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. You are entitled to goods that are of satisfactory quality, fit for purpose, and as described.
-
For further information on your consumer rights, contact Citizens Advice or visit www.gov.uk/consumer-protection-rights.
7. Contact Us
-
For all return-related queries, please contact us at service@personalisedshinpads.co.uk.
-
We aim to respond to inquiries within 48 hours and resolve issues promptly.
8. Policy Updates
-
We may update this Returns Policy to reflect changes in UK law or our business practices. The latest version is available on our website at https://personalisedshinpads.com/refund_returns/.
