Refund policy

At Elite Sports Equipment (a trading name of Express Matting Services Ltd), customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we are here to help. Our return and refund policy is designed to comply with UK consumer law and provide a transparent process for our customers.

Return Window

We offer a 14 - day return policy. You have 14 days from the date you receive your item to request a return or demand a refund.

Eligibility Criteria for Returns

To be eligible for a return, your item must meet the following conditions:

  • It must be unused, unworn, and in the same condition that you received it.
  • It must be in the original packaging with all brand tags still attached.
  • It must be accompanied by the receipt, invoice, or proof of purchase.

How to Initiate a Return

To start the return process, please follow these steps:

  1. Contact us via email at sales@elitesportsequipment.co.uk to request a return authorization.
  2. Once approved, please securely pack the item and mail it to our registered return address:

Elite Sports Equipment (a trading name of Express Matting Services Ltd)
Unit 1B, Summit Works, Manchester Road, Burnley, Lancashire, BB11 5HG, United Kingdom

Return Method & Fees

  • Return Method: By mail only.
  • Restocking Fee: No restocking fees are charged (£0.00).
  • Return Shipping Costs: Customers are responsible for paying their own return shipping costs. However, if the item is defective, damaged, or incorrect upon delivery, we will cover the return shipping costs.

Damages, Defective, and Incorrect Items

Please inspect your order carefully upon receipt. If the item is broken, damaged, or incorrect, please contact us immediately via phone or email. We will promptly investigate the issue, provide a prepaid return label if necessary, and arrange a replacement or full refund.

Non-Returnable Items (Exceptions)

Please note that certain items cannot be returned, including:

  • Sale items or clearance products.
  • Gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

Cancellations

You may cancel your order free of charge within 24 hours of placing it. If the order has already been shipped within this timeframe, please proceed with the standard return process after receiving the package.

Lost Packages in Transit

If a package is lost in transit, we will happily replace the order, provided the correct shipping address was entered at checkout. If you prefer a refund instead of a replacement, we will monitor the tracking status and issue a full refund if the package is not delivered within 14 days of the expected delivery date.

Refunds

Once we receive and inspect your returned item, we will send you an email notification regarding the approval or rejection of your refund.

If approved, your refund will be processed and automatically applied to your original method of payment within 10 business days. Please note that your bank or credit card company may require additional time to post the refund to your account. If 10 business days have passed since your return was approved and you have not received your refund, please contact us at sales@elitesportsequipment.co.uk.