return & refunds policy -ICON Sport UK
Effective Date: 27.09.23 1. Introduction Welcome to ICON Sports Group UK Limited! We want you to be completely satisfied with your purchase. This Returns and Refunds Policy outlines our guidelines and procedures for returns and refunds. 2. Eligibility for Returns and Refunds 2.1. Defective or Damaged Items: If you receive a defective or damaged item, please contact our Customer Support team within 5 days of receiving your order. We will provide instructions on how to return the item for a replacement or refund. 2.2. Wrong Item Received: If you receive the wrong item in your order, please notify us within 5 days of receiving the order. We will arrange for the correct item to be sent to you, and you may need to return the incorrect item. 2.3. If the Company receives no communication from you within five days of dispatch notification regarding any problems with the Goods, you are deemed to have received the Goods in full working order with no issues. 2.4. Bespoke Product Notice: Made To Order (MTO) Bespoke clothing orders are placed every Friday and the estimated delivery time of 5-6 weeks for these products begins on the following Monday. Details of these timeframes will be provided once your order is received and processed. By accepting these terms and conditions you agree to this timeframe as outlined above. Decorate on Demand (DOD) Bespoke clothing items are processed the next working day with an estimated delivery time of 10-14 working days. The lead time of every product can be found in the top right of the product page. All Bespoke items (MTO and DOD) are non-refundable and non-exchangable from date of processing. A bespoke product is any item/s of clothing that is unique to the customer and is embellished/personalised by way of application of organisation/club, corporate or business identity or any number thereof; including the use of initials or names. 3. How to Initiate a Return To initiate a return, please follow these steps: 3.1. Contact our Customer Support team at: firstname.lastname@example.org quoting your original order number (SO number). 3.2. Package the item securely, including the original packaging and any accessories that came with it. 3.3. Include a copy of the SO number with your return package. 3.4. Ship the item to the address provided with your SO number. - The returns address is Unit 4, Harp Industrial Estate, Rochdale, Lancashire, OL11 2QQ. 4. Refunds 4.1. Upon receiving your return and inspecting the item, we will process your refund within 5 days to the original payment method used for the purchase. 4.2. Shipping and handling charges are non-refundable unless the return is due to a defective or damaged item or an error on our part. 4.3. Please Note any refunds are at the sole discretion of the company and its directors and will be processed on a case-by-case basis. 5. Exchange Policy 5.1. We do not offer direct exchanges. 6. Cancellations 6.1. You may cancel your order for a full refund if it has not been processed. If the order has already been processed, please refer to our Returns and Refunds Policy. 7. Contact Us If you have any questions or need further assistance regarding our Returns and Refunds Policy, please contact ICON Sports Group UK Limited on the following details: Email: email@example.com Telephone: 0800 689 3913 Address: Unit 4, Harp Industrial Estate, Queensway, Rochdale, OL11 2QQ 8. Changes to This Policy We may update this Returns and Refunds Policy to reflect changes in our business practices or legal requirements. Any updates will be posted on our website: www.iconsports.co.uk, and the date of the latest revision will be indicated on the relevant policy.