Politique de remboursement

This refund policy only applies to purchases made on rugby-heaven.co.uk, for any purchases made in-store or on any other online platform please see the information available at these locations.

Christmas Returns policy

For all purchases made between 1 November and 25 December 2025, customers are entitled to an extended exchange period until 5 January 2026. This extension applies to exchanges only and does not affect your statutory rights. Our standard refund policy remains unchanged, and refunds will continue to be processed in accordance with the Consumer Rights Act 2015 and our existing terms and conditions. Items must be returned in their original condition and accompanied by proof of purchase. This extended exchange policy is offered as a gesture of goodwill and does not limit or replace your legal rights.

To return any items, please log in to your account and request a return through our self-service returns portal. Once your return request is approved, you will receive an email with the return instructions and the return address. Please follow those instructions carefully and send the item back via a tracked postal service. Return postage is at your own cost and risk. Unless the items are faulty, all items must be returned in a resellable condition with tags and packaging as they were sent to you. If you are returning trainers, boots, or anything with a box, this box must be returned to us in its original condition — do not attach or stick any labels directly to these boxes, or you risk not receiving a full refund.

Alternatively, you may be able to return your purchases to your nearest Rugby Heaven store. If you intend on doing this, please contact us in advance to let us know and ensure you have your proof of purchase (this can be printed from your account) so that our store can proceed accordingly. Without a physical proof of purchase, our stores will not accept your return, and you must instead post it to the address provided in your return email.
Please note — the store cannot process the refund directly; they will instead confirm receipt to our returns department, who will proceed accordingly.

If a full refund (not including the original delivery costs) is required, you must contact us within fourteen (14) days of receipt of the order. The order must then be returned to us within fourteen (14) days after we have been informed. You are responsible for the cost of returning the goods to us. If a return is payable to you, we will process the refund as soon as possible and, in any case, within fourteen (14) days of receiving the returned items.

You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. This applies to all goods that are returned. Some goods are non-returnable for hygiene reasons; this includes, but is not limited to, food items and underwear.
Our returns policy does not affect your statutory rights.

Purchases made with free gifts or offers

If you have purchased an item and received a free gift or discounted item, all items from this purchase must be returned when a refund is required. If you are exchanging for different sizes only the item you are exchanging sizes for must be returned. If you are exchanging for a different item of the same value all free or discounted items must be returned also.

Purchases made with Clearpay or Klarna

If you have used Clearpay or Klarna, you will be refunded to your card and/or account within the above-mentioned time frame; there are no additional steps required. We cannot accept any returns for orders made with Clearpay or Klarna in any of our bricks and mortar stores, these must all be returned to our returns address above.

Purchases made with a gift voucher or credit note

If you have paid for your purchase using a gift voucher or credit note, we can only refund your purchase on the same gift voucher or credit note. We cannot refund this to any other payment method. It is your responsibility to keep a record of this payment choice as if you are unable to locate it post-refund we may not be able to help you with this.

Faulty goods

If you wish to return goods claiming they are defective, please contact us via email. We will examine the returned goods and will notify you of the outcome via e-mail. Where a manufacturer’s defect has been established the Consumer Rights Act 2015 states that you're entitled to the following:

Up to 30 days
If your goods are faulty, you can get an immediate refund.

Up to 6 months
If it can't be repaired or replaced, then you're entitled to a full refund in most cases.

Up to 6 years
If the goods do not last a reasonable length of time you may be entitled to some money back.

The refund or reimbursement payable to you, including any reasonable costs, will be transferred using the same method originally used by you to pay for your purchase. If we cannot refund via the original payment then a cheque will be raised to the address on the order.