When you buy on OnlineProShops, your contract is with the Pro Shop that sold you the item. All Pro Shops on our platform must comply with your UK consumer rights. This page explains your rights and how we help you with returns and refunds. For the full policy (including shipping and delivery), see our Delivery information page.

1. Your rights

You have two main types of protection:

• 14-day change of mind. Under the 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. You do not need to give a reason. The item must be in original, unused condition (see section 2). Unless the item is faulty, you pay the cost of return postage.
• Faulty or not as described. Under the Consumer Rights Act 2015, if an item is faulty, damaged in transit, or not as described, you are entitled to a repair, replacement or full refund. The Pro Shop must not ask you to pay return postage in these cases and should provide a pre-paid return label where appropriate.

Personalised items (e.g. custom-stamped wedges, engraved goods) cannot be returned for a change of mind, as they are made to your specification. They can still be returned if faulty or not as described.

2. Condition for change-of-mind returns

To receive a full refund for a change-of-mind return, the item must be in original, unused condition:

• Clubs: Plastic wrap on heads and grips must still be in place where applicable.
• Apparel: All original tags must be attached with no signs of wear or washing.
• Other items should be as you received them, with packaging where relevant.

We recommend using a tracked delivery service when you send an item back. The Pro Shop cannot process a refund until they receive the item, and they are not responsible for returns lost in transit if you choose an untracked service.

3. How to start a return

To return an item (whether for a change of mind or because it is faulty or not as described):

• Log in to your account and go to Profile → Orders to find the order and item.
• Contact us via the contact page with your order number and the item you wish to return. Tell us whether it is a change of mind or a fault / damage / not as described.
• We will connect you with the relevant Pro Shop. They will confirm the return and provide the return address (and a pre-paid label where applicable for faulty or misdescribed goods).
• Send the item back in line with their instructions. Use a tracked service where possible.

4. Damaged or faulty items

If your item arrives damaged or develops a fault (for example, a graphite shaft snapping under normal use), contact us as soon as you can. Provide photos of the damage and the packaging where possible; this helps the Pro Shop assess the issue and, if relevant, claim from the carrier. The Pro Shop will arrange a pre-paid return where appropriate and offer a full refund or replacement in line with your rights under the Consumer Rights Act 2015.

5. Refunds

Refunds are processed back to your original payment method once the Pro Shop has received and inspected the return (and approved the refund). This typically takes 3–5 business days from the time they confirm receipt. Your bank or card provider may then take a few more days to show the refund on your statement. Refunds are processed through our payment provider, Stripe. If you are refunded for part of an order, we will confirm the amount in line with our usual process.

6. Disputes and support

Our aim is to resolve issues fairly for both buyers and Pro Shops. If you cannot agree a resolution with the Pro Shop, contact us and we will review the order details and help mediate. Where we have enough information, we may make a final decision to resolve the dispute on the platform. This does not affect your statutory legal rights, including your right to pursue a claim in court or to complain to a relevant authority.