We want you to be satisfied with your purchase. This policy explains how to cancel an order, return an unwanted item, request an exchange, or report a faulty, damaged or incorrect product.
This policy applies to purchases made through the Club Ties website. It is in addition to your statutory rights and does not limit or exclude any rights available to you under UK consumer law.
Our 30-Day Returns Policy
In addition to your statutory rights, we offer a voluntary 30-day returns policy for eligible standard products.
You must contact us within 30 days of receiving your order to request a return.
To qualify under our voluntary returns policy, the item should:
- Be unused, except for reasonable inspection or trying on;
- Be in the same condition in which you received it;
- Include all supplied components and accessories; and
- Where reasonably possible, be returned in its original packaging.
Please take reasonable care of the goods while they are in your possession.
We may make a reasonable deduction from your refund if the item has been handled beyond what is necessary to establish its nature, characteristics and suitability, and that handling has reduced its value.
Missing or damaged packaging will not by itself affect your statutory rights.
Your Right to Cancel an Online Order
If you are a UK consumer who purchased an eligible item online, you normally have the legal right to cancel your order without giving a reason.
You must tell us that you wish to cancel within 14 days beginning on the day after you, or a person nominated by you, receives the goods.
After notifying us, you normally have a further 14 days in which to return the goods.
To exercise your right to cancel, contact us using the details shown below and provide a clear statement that you wish to cancel your order.
You may contact us by:
Email: sales@clubties.com
Telephone: 01978 264930
Please include your name, order number and details of the product you wish to return.
Products That Cannot Normally Be Returned for a Change of Mind
The statutory right to cancel and our voluntary change-of-mind policy may not apply to:
- Goods made to your individual specifications;
- Clearly personalised goods;
- Bespoke ties or other products manufactured specifically for your organisation;
- Products altered at your request; or
- Sealed goods that are unsuitable for return for health or hygiene reasons once unsealed, where applicable.
An item is not necessarily personalised merely because you selected a standard size, colour, design or other stock option.
These exclusions do not affect your rights where an item is faulty, damaged, not as described, incorrectly supplied or not made in accordance with an agreed specification.
Please contact us before ordering if you are uncertain whether a product will be treated as bespoke or personalised.
Faulty, Damaged, Misdescribed or Incorrect Goods
Please contact us as soon as possible if an item is:
- Faulty;
- Damaged when delivered;
- Not as described;
- Not fit for its intended purpose;
- Different from the product ordered; or
- Not made in accordance with an agreed specification.
We will deal with the matter in accordance with your statutory rights.
Depending on the circumstances, the appropriate remedy may be a refund, repair or replacement.
Please provide:
- Your name;
- Your order number;
- A description of the problem; and
- Photographs of the item and packaging where these would help us investigate the issue.
Where goods are faulty, damaged, misdescribed or incorrectly supplied, we will arrange the return or reimburse reasonable return-postage costs where appropriate.
Do not dispose of a faulty or damaged product unless we have confirmed in writing that you may do so.
How to Request a Return
Before sending an item back, please contact us at:
Email: sales@clubties.com
Telephone: 01978 264930
Please provide:
- Your name;
- Your order number;
- The item and quantity being returned;
- The reason for the return; and
- Whether you are requesting a refund or exchange.
We will confirm the return instructions and whether any additional information is required.
Contacting us before posting the item helps us identify and process your return promptly. However, you do not have to use a particular form to exercise a statutory right to cancel, provided you clearly tell us of your decision within the applicable cancellation period.
Return Address
Unless we provide different instructions, returns should be sent to:
The Tie Centre
Whitegate Road
Wrexham
LL13 8RB
United Kingdom
Please include your order number and contact details inside the parcel.
Do not return goods to us cash on delivery or using a service that requires us to pay an undeclared charge on receipt.
Return Postage
For unwanted goods returned because you have changed your mind, you are responsible for arranging and paying the direct cost of return postage.
We recommend that you:
- Obtain proof of postage;
- Use a tracked service where appropriate; and
- Use adequate insurance for higher-value orders.
You remain responsible for unwanted goods until they are delivered to us.
We will not make an additional deduction for return postage where you have arranged and paid for the return yourself.
Where we arrange a paid return service for an unwanted item at your request, we will tell you the cost before arranging it. We may deduct that agreed cost from your refund.
Where goods are faulty, damaged, misdescribed or incorrectly supplied, we will arrange the return or reimburse reasonable return costs where appropriate.
Inspection of Returned Goods
Once your return has been received, we will inspect it and notify you by email.
We will confirm:
- That the return has been accepted;
- The amount to be refunded;
- Whether an exchange has been approved; or
- Any lawful reason for a deduction or refusal.
A return will not be refused merely because the customer reasonably inspected or tried on the item in the same way they might in a shop.
We may make a reasonable deduction where handling beyond what was necessary has reduced the item’s value.
Nothing in this section limits your statutory rights in relation to faulty, damaged, misdescribed or incorrectly supplied goods.
Refunds
Where a refund is due, it will normally include:
- The amount paid for the returned product; and
- Where required by law, the cost of our least expensive standard delivery option.
If you selected a more expensive or enhanced delivery service, such as express delivery, we are not required to refund the additional amount above the cost of our standard delivery service unless the goods were faulty, damaged or incorrectly supplied.
We aim to process refunds within three working days of receiving and inspecting the returned goods.
Where you exercise a statutory cancellation right, we will issue the refund without undue delay and no later than 14 days after:
- We receive the goods back; or
- You provide acceptable evidence that you have sent the goods back,
whichever occurs first.
We may withhold the refund until we receive the returned goods or acceptable evidence that they have been sent, unless we have agreed that the goods do not need to be returned.
Refund Method
Refunds will be made using the same payment method used for the original transaction unless we expressly agree otherwise.
For example, an order paid for by debit or credit card will normally be refunded to the same card.
We will not charge a fee for issuing a refund.
The time taken for a refund to appear in your account after we process it will depend on your bank or payment provider.
Late or Missing Refunds
If we have confirmed that a refund has been processed but you have not yet received it:
- Check your bank or payment account again.
- Contact your card issuer or payment provider, as processing times can vary.
- Contact us if the refund is still missing.
You can contact us at:
Email: sales@clubties.com
Telephone: 01978 264930
Please provide your order number when contacting us.
Exchanges
We may offer an exchange for an eligible standard product returned within 30 days of delivery.
Please contact us before returning the item so that we can check whether the requested replacement is available.
Exchanges are subject to:
- Product availability;
- The condition of the returned item;
- Any price difference; and
- The exclusions relating to personalised, bespoke or made-to-order goods.
Where the replacement product costs more than the original item, you will be required to pay the difference.
Where it costs less, we will refund the difference using the original payment method.
If the requested replacement is unavailable, we may offer an alternative or issue a refund.
The time required for an exchanged product to reach you will depend on stock availability, production requirements and your delivery location.
Your statutory rights relating to faulty, damaged, misdescribed or incorrectly supplied goods are not limited by this exchange policy.
Sale and Discounted Items
Sale and discounted products have the same statutory rights as full-price products.
Where a refund is due, it will be based on the amount you actually paid after any discount, promotional code or price reduction.
A reduction in price does not remove your rights where an item is faulty, damaged, misdescribed or incorrectly supplied.
Promotional Offers and Multi-Buy Discounts
If returning part of an order means that the remaining products no longer qualify for a promotional, bundle or multi-buy discount, we may recalculate the order using the price that would have applied to the products you keep.
Any adjustment will be explained before the refund is completed.
This does not affect your statutory rights.
Gifts
Refunds will normally be issued to the original purchaser using the original payment method.
If you received an item as a gift, please contact us before returning it so that we can explain the available options.
We may ask for evidence of purchase or the original order number.
Proof of Purchase
We may ask for reasonable proof that the product was purchased from us.
Proof of purchase may include:
- An order confirmation;
- A receipt;
- A bank or card statement;
- The original packaging containing order information; or
- Other reasonable evidence of purchase.
Business and Trade Orders
Different terms may apply where goods are purchased wholly or mainly for business, trade, school, club or organisational purposes rather than as a consumer.
Bespoke, personalised and made-to-order trade orders may be non-cancellable once production has started, except where the goods are faulty, misdescribed or do not conform to the agreed specification.
Any specific quotation, order confirmation or trade terms agreed with you will also apply.
Changes to an Order Before Dispatch
Please contact us immediately if you need to cancel or change an order before it has been dispatched.
We will make reasonable efforts to accommodate your request, but we cannot guarantee that an order can be changed or cancelled once processing or production has begun.
Personalised, bespoke or made-to-order products may become non-cancellable once production has started.
Need Help?
For questions about cancellations, refunds, exchanges or returns, please contact us:
Email: sales@clubties.com
Telephone: 01978 264930
Return address:
Wrexham Club Ties Ltd
The Tie Centre
Whitegate Road
Wrexham
LL13 8RB
United Kingdom
Please quote your order number whenever possible.
Your Statutory Rights
This policy is in addition to your statutory rights and does not exclude, restrict or replace them.
Nothing in this policy affects your legal rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or other applicable consumer-protection legislation.