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. This policy complies with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Your statutory rights are not affected.

14-Day Right to Cancel (Cooling-Off Period)

You have the right to cancel your order for any reason within 14 days of the day you (or someone you nominate) receive your goods. To exercise this right, contact us at sales@elitesportsequipment.co.uk or call +44 1282 270214 within this period. You then have a further 14 days from notifying us to return the goods to us.

Return Conditions

  • The item should be unused, unworn, and in the same condition that you received it;
  • In its original packaging with any brand tags still attached, where possible;
  • Accompanied by your receipt, invoice, order number, or other proof of purchase.

You are entitled to inspect the goods as you would in a shop. If the value of the goods is reduced by handling beyond what is necessary to establish their nature, characteristics and functioning, we may deduct an amount reflecting that reduction from your refund.

How to Initiate a Return

  1. Contact us via email at sales@elitesportsequipment.co.uk (or phone +44 1282 270214) to notify us of your return or cancellation and provide your order number.
  2. We will provide any return instructions you need. Please securely pack the item and post it to our return address:

elitesportsequipment.co.uk (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 post/courier.
  • Restocking fee: None (£0.00).
  • Return shipping costs: If you change your mind, you are responsible for the cost of returning the goods. If the item is faulty, damaged, or not what you ordered, we will cover the return shipping costs and provide a prepaid label where needed.

For a valid cancellation under the 14-day cooling-off period, we will refund the standard delivery charge paid at the time of purchase. Any additional cost for a premium delivery option will not be refunded.

Damaged, Faulty or Incorrect Items

Please inspect your order on receipt. If an item arrives damaged, faulty, or incorrect, contact us straight away by phone or email. We will investigate promptly and arrange a replacement or a full refund, including delivery costs, in accordance with the Consumer Rights Act 2015.

Items Excluded from the Change-of-Mind Right

In line with UK law, the 14-day cooling-off right does not apply to:

  • Products made to your specification or clearly personalised (e.g. custom-cut netting or matting made to your measurements);
  • Sealed hygiene-sensitive products (such as mouthguards or swimwear with hygiene seals) once unsealed after delivery;
  • Gift cards.

Sale and clearance items carry the same return rights as full-priced items. The exclusions above never affect your rights in respect of faulty or misdescribed goods.

Exchanges

The fastest way to get the item you want is to return the item you have and, once the return is accepted, place a new order for the replacement.

Cancellations Before Dispatch

You may cancel your order free of charge at any time before it is dispatched. Contact us as soon as possible and we will issue a full refund. If the order has already been dispatched, please use the standard return process after receiving the package.

Lost Packages in Transit

If a package is lost in transit, we will replace the order or issue a full refund, provided the correct shipping address was entered at checkout. If the tracking shows no delivery within 14 days of the expected delivery date, we will issue a full refund or replacement — your choice.

Refunds

Once we receive and inspect your returned item, we will email you to confirm the outcome. Approved refunds are issued to your original payment method within 14 days of us receiving the goods back (and usually much sooner). Refunds for cancelled orders that were never dispatched are issued within 14 days of cancellation. Your bank or card issuer may need additional time to post the refund to your account. If you have not received your refund within this timeframe, contact us at sales@elitesportsequipment.co.uk.