Refund policy

Returns Policy

UK Customers

As we are based in England and primarily serve customers in the United Kingdom, your statutory rights are governed by UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 — not EU regulations. The UK is no longer part of the European Union, and any references to EU consumer rights or EU regulations do not apply to orders placed from the United Kingdom.

Personalised & Custom-Made Items

All items sold by Macron Sports Hub Hastings are personalised and custom-made to your individual specifications. Before completing your purchase, you are required to acknowledge that your order is personalised and cannot be returned or exchanged.

Under the Consumer Contracts Regulations 2013, the standard 14-day cancellation right does not apply to goods that are made to a customer's specifications or are clearly personalised. As all of our products fall into this category, we are unable to accept returns or offer refunds except in the following circumstances:

  • The item is faulty or defective
  • The item is not as described
  • The item does not match the agreed specification

In any of the above cases, your rights under the Consumer Rights Act 2015 are fully protected, and we will offer a repair, replacement, or refund as appropriate.

If you believe your order qualifies for a return under these conditions, please contact us as soon as possible with your order details and supporting evidence (e.g. photos of the fault).

 

Your Right to Cancel (EU Customers)

If you are based in the European Union, you have the right to cancel your order within 14 days of receiving your items, without giving any reason. This is known as the right of withdrawal.

To exercise this right, please contact us within 14 days of delivery with your order number and a clear statement that you wish to cancel. Once you have notified us, you have a further 14 days to return the goods. We will issue a refund within 14 days of receiving the returned items.

Important — Personalised Items Are Exempt

The right of withdrawal does not apply to goods that are made to your specifications or are clearly personalised. At Macron Sports Hub Hastings, this includes:

  • Printed garments (e.g. names, numbers, or custom text)
  • Embroidered items
  • Club-specific or club-branded products ordered to a club's specification

These items cannot be returned or cancelled once production has begun, unless they arrive faulty or incorrect.

 

Faulty or Incorrect Items

If your item arrives faulty or incorrect, please contact us within 7 days and we'll arrange a replacement or refund. Please note that EU customers also have statutory rights for faulty goods under EU law, which are separate from and in addition to the right of withdrawal.

How to Return

To request a return, please contact us with your order number and reason for return.

If posting a return, please include a cover letter with your name, contact number, and our original order number. Without these details, a refund or exchange cannot be issued.

We recommend sending parcels tracked to ensure their safe return.

Please send all returns to: 7 Castleham Road, St Leonards, East Sussex, TN38 9NR.