Refund policy

 

RETURNS AND REFUND POLICY

Last updated: April 2026

At Smart Monkey Golf Ltd we want you to be completely satisfied with your purchase. This policy explains your rights and our voluntary returns process. It applies to goods purchased from our website [www.smartmonkeygolf.com].

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You can find more information about your legal rights in our Terms and Conditions (Section 7 and Section 8).

1. Personalised or Custom-Made Products

Most of our products are personalised or made to your specifications (for example, custom-fitted putting mirrors, engraved items, or bespoke golf equipment).

Because these goods are produced specifically for you, you do not have the right to cancel or return them under the 14-day cooling-off period once we have started production or accepted your order.

Exceptions You may still return personalised products if they are faulty, not as described, or not of satisfactory quality. In these cases, please contact us as soon as possible so we can arrange a repair, replacement, or refund where appropriate.

2. Non-Personalised (Standard) Products

For any non-personalised / standard stock items we sell, we offer a voluntary 14-day returns window in addition to your statutory rights.

  • You may return the item(s) within 14 days of receiving them for any reason (change of mind).
  • The goods must be unused, in their original condition, with all original packaging, tags, and accessories intact.
  • Returns are at your own cost (you pay the return shipping). We recommend using a tracked service.
  • We strongly advise you to keep proof of postage.

How to return a non-personalised item

  1. Contact us within 14 days of delivery at enquiries@smartmonkeygolf.com with your order number and reason for return.
  2. Once approved, pack the item securely and send it to: Smart Monkey Golf Ltd York House, York Lane, Brinkworth, Chippenham, England, SN15 5AN

We will inspect the returned item upon receipt. If it meets the conditions above, we will process your refund within 14 days of receiving the goods.

3. Refunds

  • Refunds will be issued using the original payment method.
  • For non-personalised returns (change of mind), we will refund the product price only. Delivery charges are non-refundable.
  • If the goods are faulty or incorrect, we will refund the full amount including original standard delivery costs.
  • We aim to process refunds within 14 days of receiving the returned item (or proof of return).

We reserve the right to refuse a refund or deduct an amount if the goods have been used, damaged, or altered beyond what is necessary to inspect them.

4. Faulty, Damaged or Misdescribed Goods (Statutory Rights)

All goods must be:

  • Of satisfactory quality
  • Fit for purpose
  • As described

If you receive faulty, damaged, or misdescribed goods, you are entitled to a repair, replacement, price reduction, or full refund under the Consumer Rights Act 2015.

Please contact us as soon as possible (ideally within 14 days) at enquiries@smartmonkeygolf.com with photos and details of the issue. We will advise you on the next steps.

For damaged goods on delivery, you should also notify the delivery carrier promptly.

5. Exchanges

We do not currently offer direct exchanges. If you would like a different item, please return the original (where eligible) for a refund and place a new order.