Customer services · Returns
How to return an item, what information to include, return eligibility, refund timings and the process for exchanges.
Before returning
Please check the points below before sending goods back to us.
We accept returns on non-embellished and non-personalised items, at our discretion. If you are not completely satisfied with your purchase, return the item(s) within 14 days of receipt using the returns form enclosed with your order.
Products with additional embellishment, personalisation or dual print — for example a club crest, company or school logo, name, number or initials — are exempt from our money-back guarantee. We will not accept returns of embellished or personalised goods unless they are deemed faulty.
You may inspect and try on goods as you would in store, but tags should not be removed, original packaging should be retained and goods should not be soiled, torn or damaged.
Items should, wherever possible, be returned in their original packaging with a completed Returns Form. It is very important that we know the delivery or order number to which the return relates, your details, and whether you want a refund or an exchange. Without these details, we will not be able to take the action you require.
If you are returning a non-faulty item outside the Distance Selling Regulations, the cost of returning the item to us is your responsibility. The item remains your responsibility until it reaches us, so for your own protection we recommend using a delivery service that insures the parcel for the value of the goods. We cannot refund returned items that are lost in the post.
If you have returned a non-faulty item and requested an exchange, a further carriage charge will be due, together with any additional costs associated with the replacement item. A member of our sales team will contact you to collect any additional payment.
All returns are at our discretion. If any of our items are becoming obsolete, we will not accept them back for a refund.
Sending goods back
Use the returns form and make sure we can identify the order and the action you want us to take.
Include your order or delivery number, your details, and clearly state whether you require a refund or an exchange.
Wherever possible, return items in their original packaging with any enclosed documentation and the completed Returns Form.
The item remains your responsibility until it reaches us. For your protection, use a service that insures the goods for their value.
Returns Department
Surridge Sport
Britannia Centre, Bentley Wood Way
Network 65 Business Park
Burnley, Lancashire
UK, BB11 5ST
If you used Recorded Delivery or another tracked service, please provide the tracking reference when contacting us.
You must complete the customs declaration correctly and indicate that the package contains “returned goods” or similar. If your parcel is stopped in UK customs and a charge is levied, we will refuse payment and the package will be returned to you. Under no circumstances will we pay customs duty in order to receive back our items.
After we receive it
What happens once your return reaches our warehouse.
As soon as your return has been processed by our warehouse, we will email you. If you do not receive this email within 10 days of posting your parcel, contact our Returns Department and they will confirm whether it has been received.
Please allow 10 working days from receipt of your return for us to process a refund, followed by a further 5–10 working days for the funds to clear your account. This timeframe is dictated by your bank or card issuer.
Your refund will be credited to the same card used for the original purchase. If this is not possible — for example, because the card has expired — we will contact you to discuss alternatives.
Quick answers
Common questions about refunds, exchanges, postage and returns paperwork.
We are very sorry if we made a mistake when processing your request.
If you were expecting a replacement and received a refund instead, this may be because we were unable to exchange the item for what you wanted. In this case, we would automatically issue a refund and email you to let you know.
If you were expecting a refund and we sent replacement goods, please contact our customer service team so we can resolve it.
In the absence of instructions from you, we will assume that you want a refund for the returned goods.
As soon as your return has been processed by our warehouse, we will email you. If you do not receive this email within 10 days of posting your parcel, contact returns@sdlgroupltd.com and we will confirm whether it was received.
If you returned your parcel using Recorded Delivery or another tracked service, please give us the reference number when you contact us.
We are very sorry if we have made a mistake with your refund. Please contact our customer service team and we will try to resolve it as quickly as possible.
The following may affect the amount you have been refunded:
We will usually refund what you paid for the goods but not the delivery charge, except where the order was cancelled under the UK Distance Selling Regulations or the entire order was faulty.
You can download another copy of the Returns Form, print it, complete it and include it with your return.
If you are returning a non-faulty item outside the Distance Selling Regulations, the cost of returning the item to us is your responsibility. The item remains your responsibility until it reaches us, so for your protection we recommend a delivery service that insures the parcel for the value of the goods. We cannot refund returned items lost in the post.
If you are not completely satisfied with your purchase, return the item(s) within 14 days of receipt. Complete the Returns Form and arrange for the item(s) to be sent back through a postal service of your choice. For your protection, we recommend choosing a service that insures the goods for their value.
It is very important that we know the order number to which the return relates, your details, and whether you want a refund or an exchange. Without these details, we will not be able to take the action you require.
If you require a different size or colour of the same item, indicate this on your Returns Form and follow the returns process above. If the new size or colour is unavailable, we will refund your card and email you.
Please complete the Returns Form enclosed with your order and arrange for the item(s) to be sent back through a postal service of your choice. Wherever possible, return items in their original packaging with any enclosed documentation and the completed Returns Form.
Clearly state the order number, your details and whether you want a refund or an exchange. The cost of returning the item to us is your responsibility, and the item remains your responsibility until it reaches us.
Please allow 10 working days from receipt of an exchange for us to process it. Once the exchange has been processed, you will receive a confirmation email at the same email address used for your order confirmation. After receiving the exchange confirmation email, please allow 5 days for receipt of the goods.
If you require a different size or colour of the same item, indicate this on your Returns Form. If the new size or colour is unavailable, we will refund your card and email you.
Please complete the Returns Form enclosed with your order and arrange for the item(s) to be sent back through a postal service of your choice. Wherever possible, return items in their original packaging with any enclosed documentation and the completed Returns Form.
Clearly state the order number, your details and whether you want a refund or an exchange. The cost of returning the item to us is your responsibility, and the item remains your responsibility until it reaches us.
Please allow 7 working days from receipt of an international exchange for us to process it. Once the exchange has been processed, you will receive a confirmation email at the same email address used for your order confirmation. After receiving the exchange confirmation email, please allow 7 days for receipt of the goods.
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