Returns and Fault Handling
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EXTENDED RETURN PERIOD ON CHRISTMAS GIFTS |
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Please note: for orders received in November and December our returns policy is revised - we extend the allowed return period until 15th January for goods bought as Christmas gifts. |
If you are not completely satisfied with any product you can return it for refund.
For new, unused items, a full refund of the product price will be made provided the goods are:
- In new, unused condition showing no signs of wear
- With the manufacturer's tags still attached
- With the manufacturer's bar-coded packaging as supplied
If you consider goods to be faulty on receipt (including not as described) or to later develop a fault that pre-existed at the time of sale, please follow the Fault Handling information below.
For all returns, please start by notifying SwiSh of your intention to return:
- by email to returns@swishbasketball.co.uk
- or by phone on +44 20 8974 1222,
Please reference your order number and which products from your order you wish to return.
A postage paid returns label is available on request, for UK customers, when notifying of return. This is usually sent by email for you to print. If you do not have a printer please let us know and we can make other arrangements. Print and attach to your return parcel and take to a Post Office. The Post Office will provide you with a proof of posting with tracking.
For returns sent by other means, postage costs are not refundable.
Returns should be posted back within 21 days of receipt of your delivery.
The address for all returns is:
SwiSh Basketball Returns
c/o Elmsmere
Green Lane
Chessington
KT9 2DS
UK
For your own protection, we recommend you obtain and keep safe a receipt of posting.
As standard postage is offered free (i.e. at SwiSh's cost) on all UK orders and an equivalent amount is subsidised on the cost of express and overseas services, no postage paid for service enhancement or area is refunded on returns. This applies also on cancellations under the Distance Selling Regulations where 'basic postage' is stated as being refundable (unless the cancellation is before dispatch of the order so no cost has been incurred when a full refund would be permitted).
Refunds are normally processed within a week of the goods being received back at SwiSh and their condition meeting the conditions stated for resale.
Where goods are returned in poor condition, SwiSh reserves the right to reject the return or only make a partial refund to reflect the loss of value.
In all cases returns will be processed within 28 days of receipt.
Customised / Personalised Items
Please note personalised items are not exchangeable or refundable unless they are faulty. Please ask for assistance when ordering if you require it, to ensure the right size is selected.
Returning Faulty Goods
When goods are thought to be faulty on receipt:
- DO NOT USE
- Contact SwiSh giving the nature of the suspected fault
If your complaint is upheld, an agreed resolution will be found, up to your payment being fully recompensed and return postage being provided.
When goods develop a fault within 30 days of receipt:
- CEASE USE OF THE PRODUCT
- Contact SwiSh giving the nature of the suspected fault
- N.B. Poor fit, general wear and tear or failure due to inappropriate use will not be considered as faults. Once used, products can only be treated as faulty if the condition pre-existed at the time of purchase.
When goods develop a fault within 6 month of purchase:
- CEASE USE OF THE PRODUCT
- Contact SwiSh giving the nature of the suspected fault
- N.B. Poor fit, general wear and tear or failure due to inappropriate use will not be considered as faults. Once used, products can only be treated as faulty if the condition pre-existed at the time of purchase.
If your complaint is upheld, an agreed resolution will be found up to the full value of the goods being recompensed. As there will have been some benefit of use, you may be asked to cover return postage costs to prove the fault.
If goods develop a fault later than 6 months after purchase:
- CEASE USE OF THE PRODUCT
- Contact SwiSh giving the nature of the suspected fault
- Evidence that the fault pre-existed at the time of purchase and is not as the result of wear and tear may be required to establish the fault claim.
