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Returns

We want you to be completely satisfied with your purchase. If for any reason you wish to return your product, please use our self-service returns portal https://feetures.fast-returns.com/en-GB/ and we will initiate a return for any product that hasn’t met your expectations. Please note, returns will need to be returned at your own expense.

You will require your order number, postcode and email address, or phone number to create a return. Once the return has been generated on our Returns Portal and you have a Returns Note, please ensure you follow the next steps:

  1. Place all the items you wish to return, including the Return’s Note, into the package and seal it. Make sure the items fit as snugly as possible, (without squashing the product please), to avoid excess shipping costs. Also ensure there are no previous tracking or shipping labels attached to the outer packaging.
  2. Print the Returns Label and affix it to the outside of the package to return
  3. Please then visit your nearest Post Office and arrange to send the package to the address that appears on the Return Label. We suggest that you ship the parcel with an economy tracked service to be able to monitor the returned items.

We do not offer refunds on Gift Cards.

    Returns During the COVID-19 Pandemic

    To help ease the burden of customers which must unexpectedly self-isolate due to Coronavirus, we have extended our standard 30 day returns policy to 60 days. This extension applies to all orders placed after 1st March 2020.

    Faulty Returns

    If you wish to make a faulty return, please email our Customer Service Team at orders@sport-factory.eu. Please include a photo of the faulty product and your order number in your email. Our Customer Service Team will then advise you on the next steps. We are unable to provide this service for products where faults have been caused by accident, neglect, misuse or normal wear and tear.

    Refunds

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and whether it has been approved or rejected for your refund. Please note that it can take up to 21 days for your return to be processed and an exchange or refund to be issued.

    If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

    There are certain situations where only partial refunds are granted:

    • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
    • Any item that is returned more than 30 days after delivery

    Late or missing refunds

    If you haven’t received a refund 48hours after you have received an email notification, please contact us.

    Exchanges

    We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us and we can provide more information and where to send your products.

    Other Enquires

    For any other queries, please email our Customer Service Team at orders@sport-factory.eu. Please reference your order number on all communication so we can assist you in a timely manner

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