Returns & Refunds – Player Prep

Returns, cancellations & refunds

At Player Prep we sell both personalised, made-to-order items and non-personalised accessories. This page explains how returns work. Nothing here limits your rights under applicable consumer law, including your rights if goods are faulty, damaged, misdescribed or not as ordered.

Personalised and custom-made items

Products made to your specification or clearly personalised, such as shin pads and gifts printed with your chosen name, number, photographs, club details or other custom artwork, are generally excluded from the 14-day change-of-mind cancellation right. We are therefore not normally able to accept a change-of-mind return of those customised items. This exception does not apply to faulty, damaged or incorrect items, and does not remove any statutory rights.

If you need to change a name, number, size or design, email us promptly. We will try to help before production starts, but cannot promise that changes are possible once artwork or production is underway.

Non-personalised items

For items that are not custom-made or personalised, consumers normally have the right to cancel an online purchase within 14 days of receiving the goods, without giving a reason. Contact us within that time to notify us, then return the goods within a further 14 days. You may inspect items as you would in a shop; a refund may be reduced if handling has diminished their value beyond what is necessary to inspect them.

For an ordinary change-of-mind return, the customer is responsible for the cost of return postage. We recommend obtaining proof of posting. Where the statutory cancellation right applies, we will refund the cost of the goods plus any qualifying original standard delivery charge, but not the additional cost of an upgraded delivery service. Refunds are made to the original payment method within 14 days of receiving returned goods or satisfactory proof of return, as required by law.

Faulty, damaged, missing or incorrect orders

If something arrives faulty, damaged, materially different from its description or incorrect because of our error, contact us at info@playerprep.co.uk with your order number and a description of the problem. Photographs can help us resolve a problem quickly but do not replace your statutory rights. We will provide the appropriate remedy, which may include repair, replacement or refund, in accordance with consumer law. We cover reasonable return costs when we require faulty or incorrect goods to be sent back.

How to arrange a return

Email info@playerprep.co.uk with your order number and the item(s) concerned. We will provide the appropriate return instructions and address. Please do not send a return before contacting us, as different products may need different arrangements.

Your statutory rights are not affected.