Refund policy
Returns, Exchanges & Refunds
At Queensferry Sports, we want you to be happy with your purchase. If you have any questions about an item you’ve received, please contact us before returning it. We’ll always do our best to find a fair solution in line with this policy and your statutory rights.
Standard Stock Items
Standard retail products may be returned within 28 days of receipt, provided that:
- the item is unused, unworn and in its original condition;
- all original tags and packaging are intact where applicable;
- proof of purchase is provided.
Unless the item is faulty, incorrect or supplied in error, the cost of returning the goods is the responsibility of the customer.
Returns should be sent to:
Queensferry Sports
18 Station Road
Queensferry
Deeside
Flintshire
CH5 1SX
To arrange a return, please contact office@queensferrysports.com.
Schoolwear & Clubwear
Many of our products are supplied specifically for schools, clubs and organisations.
Where garments form part of our regular stocked range, we will endeavour to offer exchanges, subject to stock availability and the item being returned in new and unworn condition within our returns period.
As some schoolwear and clubwear is ordered specifically for individual schools, clubs or customers, not all items are eligible for return or refund.
Where an item has been specially ordered or cannot reasonably be resold, we may refuse a return or exchange unless the item is faulty or incorrectly supplied.
Custom Products
For the purposes of this policy, Custom Products include, but are not limited to:
- garments with printed names, initials or squad numbers;
- embroidered garments;
- products displaying club or school badges;
- garments with sponsor logos or other bespoke printing;
- bespoke teamwear;
- products manufactured or ordered specifically for a customer, club or school;
- products not forming part of our normal retail stock.
Unless faulty or incorrectly supplied, Custom Products cannot be returned, exchanged or cancelled once production has begun or goods have been specially ordered on your behalf.
If production has not yet started, or the goods have not yet been ordered from our supplier, please contact us as soon as possible. Where possible, we will always try to accommodate changes, although this cannot be guaranteed.
Sizing
Customers are responsible for selecting the correct size when placing an order.
Size guides are provided as guidance only and sizing may vary between manufacturers and product ranges.
Where possible, we recommend trying garments on before ordering, particularly where products will become Custom Products through embroidery, printing or special ordering.
Exchanges
Where an exchange is available under this policy, the returned item must meet the return conditions outlined above.
Exchanges are subject to stock availability.
If the requested replacement is unavailable, we will discuss the available options with you.
Faulty, Damaged or Incorrect Items
Please inspect your order as soon as possible after receiving it.
If you believe an item is faulty, damaged or has been supplied incorrectly, please contact us promptly at office@queensferrysports.com with details of the issue and, where possible, photographs.
We may inspect the item and, where appropriate, refer it to the manufacturer or supplier for technical assessment before deciding upon the appropriate remedy.
Nothing in this policy affects your statutory rights in relation to faulty goods.
What Is Not Considered a Fault
The following are not normally regarded as manufacturing faults:
- accidental damage;
- misuse;
- damage caused through incorrect washing or care;
- normal wear and tear;
- damage caused by sporting use beyond normal expectations;
- alterations carried out by anyone other than Queensferry Sports;
- deliberate or negligent damage.
Where an item is returned as faulty and no manufacturing fault is found following inspection, we will contact you to discuss the available options.
Click & Collect Orders
Customers will be notified when their order is ready for collection.
Orders should be collected within 90 days of notification.
Where possible, we will make reasonable attempts to remind customers before this period expires.
If an order remains uncollected after 90 days, we reserve the right to:
- return standard stock items to inventory;
- dispose of Custom Products where appropriate;
- refuse a refund where permitted by law.
This does not affect your statutory rights.
Refunds
Once a returned item has been received and inspected, we will notify you whether your refund has been approved.
Approved refunds will be made using the original payment method.
Please allow up to 10 working days for the refund to be processed, although your bank or card provider may take additional time to complete the transaction.
Sale Items & Gift Cards
Sale or clearance items may only be returned where they are faulty or where you have additional rights under applicable consumer law.
Gift cards are non-refundable.
Consumer Rights
Nothing within this policy limits or excludes any rights you have under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.
Where appropriate, Queensferry Sports may choose to offer an alternative resolution outside the terms of this policy as a gesture of goodwill.
Contact Us
If you have any questions regarding this policy or wish to arrange a return, please contact:
Queensferry Sports
18 Station Road
Queensferry
Deeside
Flintshire
CH5 1SX
Email: office@queensferrysports.com
Telephone: 01244 812040