OnlineProShops is a marketplace. Each order is fulfilled by the pro shop that sold you the items. This page explains how shipping and returns work and your rights under UK consumer law.

1. Shipping information

Because OnlineProShops is a marketplace, items may be shipped from different pro shops. If you order a driver from one shop and a pair of shoes from another, they will arrive in separate packages and may have different delivery times. Each pro shop is responsible for packing and dispatching your order using their chosen carrier. OnlineProShops does not purchase shipping labels, own carrier accounts, or handle parcel collection; we facilitate the transaction and the shipping fee is paid directly to the pro shop.

• Dispatch time. Pro shops are required to dispatch orders within 2 business days of payment (unless otherwise agreed). Delivery estimates are shown at checkout based on your delivery address.
• Tracking. Once your order has been dispatched, you will see the status in your account (Profile → Orders). Where the pro shop or carrier provides tracking information, we will pass it on to you (e.g. by email). If you do not receive tracking details, the pro shop can advise on delivery progress.
• Shipping rates. Shipping is charged as a flat rate based on your delivery address (postcode). Rates are calculated at checkout and depend on the delivery zone. The fee you pay goes to the pro shop to cover their cost of sending the order.
• Signature required. For high-value items (such as full sets of irons or GPS watches), the pro shop or carrier may require a signature upon delivery. You will be notified if this applies.

2. 14-day "change of mind" returns

Under UK consumer law (Consumer Contracts Regulations 2013), you have 14 days from the day after you receive the goods to cancel and return an item for any reason (a "change of mind" return). You do not need to give a reason. This right applies to distance contracts (online sales) and is in addition to your rights when goods are faulty or not as described.

• Condition of goods. To receive a full refund, items must be in original, unused condition.
  • Clubs: Must still have the plastic wrap on the heads and grips where applicable.
  • Apparel: Must have all original tags attached and show no signs of wear or washing.
  • Personalised items: Custom-stamped wedges, engraved items or personalised balls are non-returnable unless faulty, as they are made to your specification.
• Return shipping costs. Unless the item is faulty or not as described, you are responsible for the cost of sending the item back to the pro shop. We recommend using a tracked service so the pro shop can confirm receipt; they cannot refund items lost in transit.

3. How to start a return

To return an item (whether for a change of mind or because you believe it is faulty):

• Log in to your OnlineProShops account and go to Profile → Orders (or "My Orders").
• Find the order and the item you wish to return.
• Contact us via the contact page with your order number and the item you want to return. Tell us whether it is a change of mind or a fault/damage.
• We will put you in touch with the relevant pro shop (or pass your details to them). They will confirm whether the return is accepted and provide the return address.
• Send the item back in accordance with their instructions. We strongly recommend using a tracked delivery service so the pro shop can confirm receipt. They cannot process a refund for items that do not arrive.

4. Damaged or faulty items

If your item arrives damaged or develops a manufacturer fault (for example, a graphite shaft snapping under normal use), you have rights under the Consumer Rights Act 2015. The pro shop must repair, replace or refund you. In these cases:

• Contact us as soon as possible via the contact page or your order details.
• Provide photos of the damage and the packaging where you can. This helps the pro shop assess the issue and, if relevant, claim from the carrier.
• If the item is found to be faulty or damaged in transit, the pro shop will arrange a pre-paid return label where appropriate and offer a full refund or replacement in line with your legal rights.

For more on faulty goods and disputes, see our Returns & refunds page.

5. Refunds

Refunds are processed back to your original payment method once the pro shop has received and inspected the return. This typically takes 3–5 business days from the moment the shop confirms the item is back and approves the refund. Your bank or card provider may then take a few more days to show the refund on your statement. If you have been refunded for part of an order, we will confirm the amount in line with our refund process.

Who is responsible for delivery and returns?

The pro shop is responsible for fulfilling your order: packing, dispatching and using their chosen carrier. Any shipping issues, delays, loss or returns are handled between you and the pro shop, with our support where needed. OnlineProShops does not take custody of the goods or act as the shipper of record; we facilitate the marketplace and help resolve issues. If you have a problem with an order, contact us and we will work with you and the pro shop to find a fair resolution.