Refunds, Returns & Cancellations
Returns & Refunds:
In the event that you are not satisfied with any purchase from Stewart Golf, you may return unused goods, along with all original packaging and any labels within 30 days of receipt for a full refund. Personalised & Custom items are not eligable for a refund.
All goods come with a 12 month guarantee (unless otherwise stated). If an item is delivered faulty or becomes faulty through normal use then the following action needs to be taken:
For purchases under 30 days old
We will exchange the faulty item at our expense. Please e-mail firstname.lastname@example.org with your order number/proof of purchase and daytime contact number so we can arrange a collection. Once we have received the product we will despatch a like for like replacement. Components of trolleys may be replaced at our discretion rather than the whole unit
For purchases over 30 days old but less than 12 months old
Please contact us in the first instance with details of the issue. You may be asked to return the item to us, along with a covering letter stating the fault, your order number/proof of purchase, and your daytime contact number.
If you are unable to return the product we can offer a fully tracked collection service where we will organise the collection of you order from a place and day of your choosing, this service is available Monday to Friday, 0900-1700. This service is available in the UK only and costs £10.00, payable in advance. If you wish to use this service please contact our Service team who will advise.
We will inspect the item and, at our discretion, repair, replace, offer a like for like replacement, or we may return the faulty item if we feel there has been no manufacturing fault.
In cases where we feel there is no manufacturing fault, we may offer to repair the faulty item at your cost, if you accept the offer you will be required to pay for the repair before we proceed.
If you are outside the UK, please contact your place of purchase or your local distributor or dealer. If your address is outside the UK but you do not have a local distributor, we may still be able to arrange collection but you shall bear the associated costs.
The Distance Selling Regulations allow you to examine the goods you have ordered as you would be able to do in a shop. This allows you to remove packaging if necessary, but NOT use any products on a golf course where they could become dirty or damaged. Products that are returned with signs of outdoor use will be subject to a charge necessary to return the product to 'as new' condition. After return of the goods, we will refund your money in a maximum of 30 days.
You have the right to cancel your purchase before delivery or up to the 14 days after you receive your goods.
If you exercise your right to cancel your order after the goods have been despatched, you will be responsible for returning the goods to Stewart Golf at your own risk and cost, therefore, we strongly recommend you use an insured delivery method. We cannot accept responsibility for the returned goods until a member of our staff has signed for receipt of the goods.
We offer a fully tracked collection service where we will organise the collection of you order from a place and day of your choosing, this service is available Monday to Friday, 0900-1700. This service is available in the UK only and will cost £10.00 per parcel. If you wish to use this service please contact Customer Services who will advise. Please include the delivery note (or other identifying paperwork) which contains the order number and account details.
To cancel you must inform us in writing (email, letter or fax), a phone call is not acceptable.
After you have placed your order, unless otherwise agreed (for example if we are awaiting delivery of a product and have let you know), we have 30 days to deliver the goods to you. If we do not do this then you have the right to cancel the order for a full refund.
At Stewart Golf we pride ourselves on excellent customer service and backup for your machine. We have an in-house support department that will be able to help with product questions, spare parts and services.
We aim to resolve every issue quickly and efficiently, but appreciate that sometimes you may not be satisfied with the outcome. In these instances we have a formal complaints procedure that you can follow.
1. Tell us about it:
Write us a letter containing the following information:
1. Full details of your case including dates and the member of staff with whom you were communicating.
2. Any documentary evidence that has been used in your case, including photographs.
3. Copies of emails or letters relating to the issue, including any references that may have been generated by our email system (format ABC-123-4567).
4. Your postal address, telephone number and email address.
Send the letter and supporting documentation to the address below. It is recommended that you request a proof of delivery such as the Royal Mail ‘Signed For’ service when sending.
PRIVATE & CONFIDENTIAL
Chief Operating Officer
Stewart Golf Limited
Waterwells Business Park
2. We will investigate:
Once your letter has been received, a company director will investigate your claim.
3. We will reply:
Once we have completed our investigation, we will reply within 6 weeks. Although we may reply sooner, this period ensures that a director will be available and will have time to conduct a thorough investigation.