EXTENDED CHRISTMAS RETURNS
Our Extended Christmas Returns window is now live.
Any product bought on the website (excluding Custom Fit & Personalised Golf Balls can be returned until 15th January 2024.
Any product bought online between 19th and 29th November 2023 will be exempt from Extended Christmas Returns and subject to our usual 30 day return policy.
Normal returns T&Cs apply.
Golfsupport Terms & Conditions of Sale
1 - These terms
1.1 - What these terms cover. These are the terms and conditions on which we supply our products to you.
1.2 - Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
2 - Information about us and how to contact us
2.1 - Who we are. We are Austen Group Limited a company registered in England and Wales. Our company registration number is 13894109 and our registered office is at Units 5A-E Babdown, Airfield, Tetbury, Gloucestershire, Gl8 8YL. Our registered VAT number is 402 232 557.
2.2 - How to contact us. You can contact us by telephoning our customer service team at 01623 421965 or by writing to us at [email protected].
2.3 - How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
2.4 - “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
3 - Our contract with you
3.1 - How we will accept your order. Our acceptance of your order will take place when we receive full payment from you for all the products that you have ordered, at which point a contract will come into existence between you and us. For any custom items including any golf clubs, shoes and logo merchandise that are made to your individual specification a contract will come into existence between you and us upon our acceptance of your order, which will take place when we email you to accept it.
3.2 - Separate contract. Each order accepted in accordance with clause 3.1 shall constitute a separate contract between us.
3.3 - If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for or because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
3.4 - Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
3.5 - Special terms and promotional offers. To the extent applicable, the conditions set out in schedule 1 of these standard terms and conditions and any other terms notified at the time of making your purchase shall also apply to the contract between us.
4 - Our products
4.1 - Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a product’s display of the colours accurately reflects the colour of the products and your product may vary slightly from those images.
4.2 - Product packaging may vary. The packaging of our products may vary from that shown in images on our website. We regularly reuse and re-cycle our supplier’s packaging and your products may therefore turn up in an alternative supplier’s branding.
4.3 - Making sure your measurements are accurate. For any custom orders, if we are making the products to measurements and/or specifications you have given us you are responsible for ensuring that these measurements and/or specifications are correct.
4.4 - Logo/Crested Items. Where you provide us with images, texts and/or logos for any personalised items, you hereby grant us a worldwide royalty free licence to use such images, texts and/or logos as deemed necessary by us in order to produce the applicable personalised items (including the right to grant sub-licences to any manufacturer where necessary). In providing the applicable images, texts and/or logos to us you warrant to us that you either own the applicable intellectual property rights or you have the necessary consent in place in order for us to utilise the applicable images, texts and/or logos and you agree to indemnify us in respect of any loss that we may suffer as a result of our use of the applicable images, texts and/or logos in producing your personalised items.
5 - Your rights to make changes
If you wish to make a change to the products you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the products, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8- Your rights to end the contract), but such right to end the contract shall not apply to custom orders (see clause 7.6).
6 - Providing the products
6.1 - Delivery costs. The costs of delivery will be as displayed to you on our website.
6.2 - When we will provide the products. During the order process we will let you know when we will deliver the products to you, but such dates are estimate only. We will endeavour to deliver the products to you as soon as reasonably possible and keep you updated in relation to any updated estimate delivery dates.
6.3 - Delivery of Custom Products. Once we have received your order for any custom products we will forward your order to the appropriate manufacturer. The applicable manufacturer will provide us with an estimate delivery date of which you will be notified via email. Please note that any delays in delivery from our manufacturers are outside of our control and we will not be responsible for such delays. Where delivery of your custom order products become materially delayed we will discuss your options directly with you.
6.4 - We are not responsible for delays. Please note that we may accept your order for items we may not have in stock and have to order these direct from the supplier. You will, however, be notified of any delays via our automated order update emails. Similarly, if our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take reasonable steps to minimise the effect of the delay. Other than in respect of any custom products, you may contact us to end the contract and receive a refund for any products you have paid for but not yet received.
6.5 - If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot. We do not recommend that you elect to "leave with neighbour" or "leave in a safe place". Should you choose to use any of the mentioned methods rather than a personal signature, you do so at your own risk as we cannot accept any responsibility for any loss as a result of the item being left with a neighbour or in a safe space. Should you request this method of delivery direct with courier you are taking full responsibility should any losses occur.
6.6 - If you do not re-arrange delivery. If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.
6.7 - When you become responsible for the goods. The products will be your responsibility from the time we deliver the products to the address you gave us or you collect it from us.
6.8 - When you own goods. You will own the products once we have received payment in full and we have confirmed its dispatch.
6.9 - What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you. If so, this will have been stated in the description of the products on our website. If not provided at checkout, we will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may end the contract. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
6.10 - Delivery of lithium batteries. Lithium batteries are classed as dangerous goods during transit and we cannot therefore deliver or collect such items via our own couriers. For UK based orders, lithium batteries can be shipped directly by the manufacturer. Please do, however, be aware that we cannot accept the return or arrange collection of any lithium batteries and you will therefore be solely responsible in arranging the return to the manufacturer.
6.11 - Items lost in Transit. An item potentially lost in transit will be replaced or refunded but only after the courier has performed its investigation internally and confirmed the item is lost. This time frame may vary between couriers and is out of our control. Upon confirmation of loss we will contact you and offer either a replacement or refund.
7 - Your rights to end the contract
7.1 - You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
7.1.1 - If what you have bought is faulty or mis described you may have a legal right to end the contract (or to get the product repaired or replaced or to get some or all of your money back), see clause 10;
7.1.2 - If you want to end the contract because of something we have done or have told you we are going to do, see clause 7.2; and
7.1.3 - If you have just changed your mind about the product, see clause 7.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods.
7.2 - Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at clauses 7.2.1 to 7.2.3 below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
7.2.1 - We have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
7.2.2 - We have told you about a delay in the delivery of the products; or
7.2.3 - Where you have any other legal right to end the contract.
7.3 - Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
7.4 - When you don’t have the right to change your mind. You do not have a right to change your mind in respect of:
7.4.1 - Any custom or bespoke products or personalise items orders (which for the avoidance of any doubt, includes all custom fit golf clubs or products which are manufacturer or assembled to a specific specification and any golf apparel with a personalised logo, underwear or perfumes);
7.4.2 - Products sealed for health protection or hygiene purposes (i.e. underwear or facemasks), once these have been unsealed after you receive them;
7.4.3 - Any products which become mixed inseparably with other items after their delivery.
7.5 - How long do I have to change my mind? You have 14 days after the day you (or someone you nominate) receives the goods, unless your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.
7.6 - Custom orders. Once a custom order has been placed with our manufacturer, you cannot cancel your order and request a refund. At our sole discretion, we may consider if the products are able to be resold. Where we do offer you the opportunity to cancel a custom order it will remain subject to a 20% restocking fee of the total value of all cancelled custom products in your order.
7.7 - Powakaddy Batteries. Powakaddy batteries are shipped directly from Powakaddy. Once your order is placed, Powakaddy are provided with your delivery address and send you the battery from their stock. Once they are provided with your address and the order is confirmed, this cannot be cancelled.
8 - How to end the contract with us (including if you have changed your mind)
8.1 - Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
8.1.1 - Phone or email. Call customer services on 01623 421965 or email us at [email protected]. Please provide your name, home address, details of the order and, where available, your phone number and email address.
8.1.2 - Online. Contact us via our live chat function on our website.
8.1.3 - By post. Simply write to us at Golfsupport (Returns Department), Unit C, Randall Business Centre, Randall Park Way, Retford,Nottinghamshire, DN22 7WF, including details of what you bought, when you ordered or received it and your name and address.
8.2 - Returning products after ending the contract. If you wish to end the contract for any reason after products have been dispatched to you or you have received them. You must either return the goods, in their original and resalable condition, in person to our bricks and mortar store, post them back to us at Golfsupport (Returns Department), Unit C, Randall Business Centre, Randall Park Way, Retford, Nottinghamshire, DN22 7WF or allow one of our couriers to collect them from you. If you are exercising your right to change your mind you must send off the goods within 60 days of telling us you wish to end the contract. Where you decide to post your products back to us, it shall be your sole responsibility to ensure that the products are safely returned and we strongly recommend you use a tracked service.
8.3 - International Returns. In order to avoid delays and additional duties on returns, we request that you please contact us first before returning any products to us from outside of the UK. You can contact us on +441623 421965 or [email protected] or via the chat service on our website. If you fail to contact us first and return the products to us without the correct customs paperwork, we will reject the delivery and associated charges, which will result in the products being returned to you.
8.4 - When we will pay the costs of return. We will pay the costs of return if the products are faulty or mis described. In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
8.5 - What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection. We will notify you of the associated charges before arranging collection.
8.6 - How we will refund you. We will refund you the price you paid for the products ( excluding charitable donations ) but including delivery costs (if applicable), by the method you used for payment. However, we may make deductions from the price, as described below.
8.7 - Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
8.7.1 - We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
8.7.2 - The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
8.8 - When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 60 days from the day on which we receive the products back from you or, if earlier, the day on which you provide us with evidence that you have sent the products back to us. For information about how to return a product to us, see clause 8.2.
8.9 - Bundled products. We reserve the right to charge full price for bundled priced products that are not returned along with their partner items. As an example should you buy a pair of shoes at full price which included a sweater with a reduced price and subsequently only return the full priced item, we will charge the full price for this bundled item thus reducing your refund or credit to that difference.
9 - Our rights to end the contract
9.1 - We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
9.1.1 - You do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products;
9.1.2 - You do not, within a reasonable time, allow us to deliver the products to you or collect them from us.
10 - If there is a problem with the product
10.1 - How to tell us about problems. If you have any questions or complaints about your products, please contact us. You can telephone our customer service team at 01623 421965 or write to us at [email protected].
10.2 - Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to your products. Nothing in these terms will affect your legal rights.
Summary of your key legal rights - This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06. For the sale of goods, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
a) Up to 30 days: if your goods are faulty, then you can get an immediate refund.
b) Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
c) Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.
10.3 - Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person to our bricks and mortar store, post them back to us. We will pay the costs of postage or collection. Please call customer services on 01623 421965 or email us at [email protected] for a return label or to arrange collection.
10.4 - Warranties & Guarantees. All our products come with manufacturer guarantees. Please see Golfsupport’s Warranty Guidelines in schedule 1 for further details.
11 - Price and payment
11.1 - Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on our website. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 12.3 for what happens if we discover an error in the price of the products you order.
11.2 - We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the products, we will adjust the rate of VAT that you pay, unless you have already paid for the products in full before the change in the rate of VAT takes effect.
11.3 - What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the applicable product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the applicable product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
11.4 - When you must pay and how you must pay. We accept payment from all major credit cards. You must pay for the products at checkout for your online order and in any event before we dispatch them.
12 - Our responsibility for loss or damage suffered by you
12.1 - We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
12.2 - We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised at clause 11.2.
12.3 - We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
13 - How we may use your personal information
14 - Other important terms
14.1 - We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation.
14.2 - You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. The transferability of any manufacturer warranties or guarantees will be subject to the terms and conditions of the applicable manufacturer.
14.3 - Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
14.4 - If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
14.5 - Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
14.6 - Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts. If you live in a member state of the European Union you can bring legal proceedings in respect of the products in either the member state in which you reside or the English courts.
Promotions and Special Terms
Our further 20% off Black November items promotion is limited only to items found in our Black November Warehouse. The 20% discount is automatically deducted at checkout. This cannot be used in conjunction with any other offer or discount. Excludes all Galvin Green clearance items. Golfsupport reserves the right to withdraw this promotion at any time without notice. This promotion is valid from 00:00 on Friday 24th November 2023 to 23:59 on Monday 27th November 2023.
Pre-Order Price Promise
We guarantee the UK lowest prices on all pre orders of golf clubs. Should you find a lower price on any other UK authorised website up to 60 days after launch date simply email us the link to [email protected] and we will credit your order.
Our price match guarantee shall end when the pre-order is no longer available on our website and the additional terms available at https://golfsupport.com/info/our-price-beat-promise shall also apply in respect of our price promise.
Golfsupport vouchers are valid only for 6 months from the date of issue.
Any other promotional or RMA vouchers may have a reduced validity period which shall be stated on the applicable voucher.
For the avoidance of doubt an emailed voucher is considered delivered when the email has been sent. We will only ever send a voucher to the email address provided in your order. Misuse of vouchers from that point are beyond our control and you shall take full responsibility from this point.
Warranty time frames
Warranty starts from date of first purchase.
Remote International areas
We may request further carriage charges to remote postcode areas deemed by our courier. We will only pass on the surcharge from such couriers and request payment by email. You have the right to cancel the order if such a surcharge is unacceptable.
Returned orders to Golfsupport due to non-acceptance
Orders returned to Golfsupport due to non-acceptance of goods, including deliveries to pick-up shops - will be refunded minus any carriage costs incurred by Golfsupport.
Only one promotional/birthday voucher can be used per order. You will still be able to use paid for vouchers in conjunction with these vouchers.
Unless stated otherwise on the applicable promotion voucher, these vouchers have a validity of 60 days from date of issue and can only be used when spending over £50.
The validity period for promotional vouchers can be extended.
We may from time to time create and release promotional codes. Please note only one code may be used at any one time and not in conjunction with any other promotional code.
The exception is the use of any purchased vouchers from our site which can be used at checkout in conjunction with another promotional code.
Free item promotions
A free item is limited to 1 per customer unless otherwise stated on the product page. Please do not add single irons and attempt to add balls individually as your order will be stopped. Additional items will not be shipped. Please do not forget to add the item to your basket. If you do not see it in your basket you have not added it and will therefore not be shipped. It is your responsibility to add the item. Items not added cannot be forwarded at a later date at our cost, however, we may add it to a new order at our sole discretion.
Free Golf Balls - Minimum order of 6 irons to qualify (Please do not add the 1 free dozen with iron sets less than this as the balls will not be shipped)
Each Golfsupport order is awarded loyalty points to be applied as a discount against subsequent order.
Any unused loyalty points will expire after 6 months from date of issue.
We may from time to time hold promotions with loyalty points that may be valid for longer or shorter than the standard 6 months period. Where we do so, we will ensure that this is communicated to you as part of the order process.
Posting public reviews at Golfsupport
Should you chose to leave a negative review on any public forum we may contact you via email or phone in order to understand the reasoning behind such reviews. This will enable us to maintain our high customer service standard. Please note, the products themselves are manufactured and supplied by our suppliers, our request is for you to review our service levels only.
To qualify as a golf society you must have at least 8 registered players in your Golfsupport society account.
In order to redeem spends at least 5 members of a society must be actively using their Golfsupport account to purchase goods. All purchases by members of a society will add 2% of the net spend to the society fund. As an example, a member buys a pair of shoes for £100 but uses a £50 voucher, the net spend in this instance will be £50 and 2% will be added to the society fund.
Royal Mail Service Terms and Condition Change
Important information about service terms and conditions changes
I’m writing to inform you about some important changes to our terms and conditions, the details of which are outlined below. Please note, you may not be affected by all of these changes.
Changes to how we will deliver a parcel when there is no answer at the address
From the end of July 2023, we will be making changes to our terms and conditions to reflect that intended recipients will have the ability to use the Royal Mail App to set a delivery preference, specifying where we should leave their parcels when no one is available to accept delivery.
We will be entitled to leave parcels in accordance with such requests (we may, however, also choose not to leave a parcel in a designated location if we consider the location unsuitable). Where the intended recipients opt to provide us with their suitable designated location, the parcel will be deemed delivered once it has been left in the
Changes to automatically onboarding Royal Mail Tracked Returns® customers to Parcel Collect
From July 2023, we are updating our general terms and conditions to incorporate the Royal Mail specific terms for Parcel Collect. Online Business Account customers, using our Royal Mail Tracked Returns® service will automatically be given access to the Parcel Collect service and the specific terms for Parcel Collect will also form part of their contract with us going forward.
To find out more
For more information about any of the changes outlined in this letter, please visit royalmail.com/termschanges.
SMS Marketing Messages
You must agree to these terms and conditions if you want to receive automatic promotions and customised marketing texts (like SMS). This can include reminders about your shopping cart or discount codes. Before agreeing to receive these messages from Golfsupport.com, please carefully read our terms and conditions.
When registering for marketing messages, you may offer a mobile phone number to which we can send text messages utilising an automated telephone system.
When consenting to receive automated marketing messages, there is no condition of any purchase.
Standard carrier message rates may apply.
We will change how often we communicate. We have the right to change the frequency of messages delivered at any time in order to send more or fewer messages overall.
Some mobile devices or handsets may not be supported, so some of our messages may not be deliverable in certain areas of the world and may not delivery to all mobile networks.