Terms of service
Terms Conditions, Returns, Refunds and Exchanges.
Welcome The SportsRobe and to our website, If you continue to this website you are agreeing to comply with and be bound by the following terms and conditions.The term “The SportsRobe ” or “us” or “we” or “our”refers to the owner of the website and the term “customer”, refers to the buyer/customer of our products.
Important: Before you purchase any product from the The SportsRobe website here, please read our terms and conditions below, because by purchasing any product from our website, you are agreeing to our terms and conditions below.
Returns: If you need to return a product, you do NOT have to email and or contact The SportsRobe , simple just follow our returns instruction on our returns page here https://thesportsrobe.com/policies/refund-policy
Whatever the reason for the return, the customer must add a covering letter briefly explaining why they returned their product, order number and FULL contact details. By doing this will help The SportsRobe team deal with the request as fast as possible.
If the customer details are not added (as above) when a product is returned, it is not The SportsRobe responsibility to reach out to the customer to get this detail, we will have to wait until the customer contacts us, which will obviously add more time to getting your return resolved. So please follow our advice re returning any product.
We strongly advise to send any product back via recorded delivery (So The SportsRobe staff member has to sign so there is proof of delivery).
Unfortunately, items do go missing in the post and if we do not receive a product we cannot be held responsible as the product is the customers responsibility until we receive and sign for the parcel
If you want a refund or exchange, your product(s) must be returned within thirty (30) days of any purchase, must be in the same packaging with no damage, must not have been used and the product and packaging must be clean, otherwise The SportsRobe cannot refund or replace.
The SportsRobe cannot refund or exchange any product after thirty (30) Days.
Once receiving a returned item an experienced member of our staff will check the product. This can take up to three (3) days of receiving, (weekends do not count re the 3 days) however we do endeavour to check the product within 24 hours of receiving.
If there is a fault with our product, a refund or replacement will be sent at our expense. If we find there is no fault, because it is either wear and tear, misuse or deliberate damage, in this case no refund or replacement will be sent.
The SportsRobe will email our reason why we came to this decision and if the customer wants the product returned, the cost of the postage must be paid first by the customer, before we return the product. The SportsRobe decision will be final when deciding if a returned product is faulty, miss use, has natural wear and tear, and or is damaged.
IMPORTANT: When we assess a product that has been returned, please be rest assured that we are always 100% fair, and if we feel that there is a fault with any of our products, we will act accordingly, either to refund or exchange.
Emailing In Product Images: We will not refund or replace any product on images emailed in. For a refund or replacement to be considered, the products must be returned to The SportsRobe warehouse, as per instruction on our page https://thesportsrobe.com/policies/refund-policy
Wanting A Returned Product, Returned:
If you have returned a product for a refund and or exchange, and The SportsRobe has deemed the product damaged, used and or it is over the 30 day return policy, and The SportsRobe refuses to refund and or exchange, you are entitled to have this product returned back to you.
If you want your product returned back to you, you first must pay The SportsRobe the postage for your product to be returned and very importantly, you must request this return within 30 days.
If The SportsRobe does not get a request within 30 days to return a product, as we cannot store used and or damaged products, depending on the quality of the product, we will either have to throw them away or put in our donation box.
Refunds Or Exchanges on Personalisation : Unless there is a genuine fault with the product, any personalised product (s) purchased cannot be refunded or exchanged because they have been personalised for the customers individual requirements, as requested by the customer, so please make certain you order the correct size when purchasing personalised products.
Resellers: The SportsRobe cannot be held responsible for products bought through our resellers. If a customer has bought through one of our resellers websites and needs help, the customer has to contact the reseller in line with their terms and conditions.
Changing of Size: If a customer wants their product (s) replaced with another size, because they ordered the wrong size for example, the customer will have to forward further postage to Sports Robe to cover the cost of resending their exchanged product before we resend any product.
Also the product thats needs replacing, must be returned to The SportsRobe before the replacement product is sent out from our warehouse. The product and packaging must also be 'as new' for a size exchange to be considered.
In the event The SportsRobe has sent out the wrong size in error and or there was a genuine fault with the products(s) once we have received and reviewed the product(s) and we decide to exchange the product, we will send a replacement product at our cost.
However, before a replacement product has been sent out, the customer must first return the product. And when The SportsRobe receives the product, we will resend another product at our cost.
Where The SportsRobe has sent the wrong product(s) out in error, and or there was a fault with the product, we will cover the cost of the customer having to return the product(s). However The SportsRobe will only cover the cost of a normal royal mail standard signed for delivery.
The SportsRobe will not cover the cost of the taxi fare, petrol, bus fair and or any expensive of the customer having to take the returned item to their local sorting and or post office.
Returns Charges: The SportsRobe is not responsible for paying the customers postage charges when a product has been returned because the customer has changed their mind and no longer wants the product(s), the product(s) is damaged and or the customer made a mistake and ordered the wrong size and wants an exchange.
If a customer returns a product and uses a courier postal service company where they are asking The SportsRobe to sign to agree to pay for 'their the customers postage,' and or the courier postal service company sends The SportsRobe an invoice on behalf of a customer, to pay for a returned product, we will ignore all correspondences, letters and or communications. You agree as the customer when you purchase from The SportsRobe and our website that it is your responsibility and at your expense to return any product (s) back to The SportsRobe
Please Note: The SportsRobe will cover the cost of the customers returns postage, if we deem that the product(s) was faulty. The SportsRobe will only cover the cost of a standard royal mail signed for delivery postage option.
Not Received Your Order?
If you did not receive your parcel, please let The SportsRobe know immediately, and also please contact the courier company because normally what we find is another member of the household had signed for this parcel and not advised the household member who is waiting for the parcel, or the parcel is with a neighbour for example.
If you did not receive your parcel and or it was damaged you will need to goto https://thesportsrobe.com/policies/refund-policy and advise The SportsRobe what has happened. Then a member of The SportsRobe team will send you three documents.
One of these documents will be P91 ”Denial Of Receipt form. YOU MUST Sign this form by hand, and then return this signed document back to J4K.
IMPORTANT: If a customer states they have not received their parcel/product(s), and then refuse, and or do not complete the P91 ”Denial Of Receipt Letter” when sent and prompted to complete by The SportsRobe , the customer confirms they will lose all and any rights for a full and or partial refund, and or exchange of the product(s)
If you need replacement product (s) while you wait for your claim to go through for your lost product, the way to go about this is to reorder the items and we will then refund in full (including the postage) the cost of these replacements (or the original lost items) once we receive compensation from the courier, because the success of a claim relies on you the customer completing the P91 ”Denial Of Receipt Letter”.
Sadly, we have on occasions issued replacement goods or refunds out of good faith but the customer did not complete the P91 form as promised, leaving us out of pocket. So now we have to wait for the customer to complete the P91, and for the process to go through before we refund. No Exceptions.
IMPORTANT: Once the P91 ”Denial Of Receipt Letter” is completed by the customer, if the courier company find that the parcel was actually delivered, normally this results in legal action, even if the customer was unaware that their parcel was signed for by another member of the household and or neighbour. This can also lead to having a criminal record in some cases, so The SportsRobe recommends you are 100% certain your parcel was not received before you start this process of completing the P91 ”Denial Of Receipt Letter” because the courier WILL take legal action for theft, which is obviously a serious offence.
We are unable to issue replacements or refunds on any orders where the parcel has gone missing, and or where a claim is in progress, until that claim is settled and compensation received.
We cannot accept liability for out of pocket expenses or other costs incurred due to Failed, or Delayed deliveries, Strike Action days ,Bank Holiday Delays.
3rd Party Address: We are not responsible for packages sent to a 3rd party address such as a place of work, hotel or a PO Box that state delivered but cannot be traced. So it is your responsibility as a customer that a 3rd part address that you may use, you fully trust, because we and our courier cannot compensate you, if your parcel /product/9s/0 goes missing.
Paypal And Bank Disputes: Thankfully is it very rare a The SportsRobe customer puts in a Paypal and bank dispute, but when on the odd occasion a dispute is put in, the majority of the time it is because a parcel has not been received by the customer. We know it can be very frustrating when on a very rare occasion a parcel you are expecting is either late or goes missing, and even though it is out of our control when a parcel leaves our building, we will always endeavour to help our customers locate their shipment.
So all we ask is the customer to give The SportsRobe enough time to help. Like we mentioned above it is out of our hands when an order goes missing while in transit, and after we raise the issues with our courier, we have to wait. Normally it is within 24 hours we have an answer but sometimes it can be a few days before they come back to us. However, sadly a minority of customers are not patient enough and put in a dispute, which is fine as they are entitled to do.
However please note, as soon as a dispute is put in, paypal and or the bank have to go through their investigations and this is normally several weeks for you waiting to get your order and or refund, and there is nothing we can do to speed up the process.
Also, while paypal is investigating a customers dispute, we cannot send out the same order again, The SportsRobe must wait until the outcome of the dispute. So this is why we ask you to remain patient because normally by working with us, you will get your shipment and parcel alot faster.
Also if you do put a paypal and or bank dispute in, you must complete the P91 ”Denial Of Receipt Letter as explained and advised above.
False Bank Chargebacks: Sadly there is a very small minority of customers who put false chargeback claims in to their bank, in a hope of stealing from The SportsRobe . We actually do not like calling these people customers, because we know a genuine customer would never dream of trying to steal, they would simply communicate with us to resolve any issue.
However sadly there is a tiny minority of people out there who put in a false chargeback with their bank in a hope to keep the product(s) for free, aka stealing.
If a customer is unhappy with any of our products, for any reason, and they want a refund and or exchange, they agree to return their product(s) to The SportsRobe , re the terms and conditions of this page, and this website, so you give us the opportunity to address your request.
Any customer who puts a chargeback in against The SportsRobe with their bank, for any reason, and who keeps and does not return the product(s) back to The SportsRobe , thus denying us the opportunity to deal with the customers query, re the terms and conditions of our website, the customer agrees that they forfeit any right to a full and or partial refund, and or an exchange because they have kept the product(s).
Also, any customer who puts in a charge back claim with their bank, because they state that they did not receive their product(s), again lose their right to a full and or partial refund, and or exchange, if they do not complete and return the P91 ”Denial Of Receipt form, again as stated in our terms and conditions.
The SportsRobe takes theft against our company, very very seriously, and so, in the event of a customer putting in a false charge back with their bank, and the customers bank siding with their customer and refunding their customer, The SportsRobe will 100% take this customer to a small claims court to recover the cost of our product(s) and our time pursuing this customer, which will be considerably more than the product(s).
The SportsRobe will also give all the customers details to the police, and report this customer of stealing.
Warning: From our experience once the customers bank see's The SportsRobe evidence of this false charge back, sometimes the bank will close down their customers account and also report their customer for theft and fraud.
This can then lead to a criminal conviction. So this is a friendly warning to the minority who is hoping to steal from The SportsRobe . Please do not, as we WILL take legal action and inform the police, and you are also at risk of your bank doing the same.
Please Note: While there is a chargeback in process, The SportsRobe will stop communication with the customer and communicate directly with our payment gateway to provide the evidence that they requested. This can add weeks to a request of getting a refund and or exchange, so we always advises the customer, if you have any issue, you are best dealing with The SportsRobe directly, as normally any query, request and or issue you have, will get sorted out much much faster dealing directly with us.
Supply: We reserve the right to refuse to supply to an individual or company.
Privacy Policy: We do not share your contact details with any third-party company. If you enter our website via Google adwords, a cookie will be placed on your computer. The sole purpose of this is to help us to analyse our Return On Investment (ROI).
Shipping Delivery
UK: 1st Class Priority Post - £5.99. Delivery time is usually 1 to 3 working days. Please allow up to 10 working days for delivery.
2nd Class Priority Post - £4.99. Delivery time is usually 2 to 5 working days. Please allow up to 14 working days for delivery.
USA: 1st Class Priority Post - $9.99. Delivery time is usually 2 to 5 working days. Please allow up to 10 working days for delivery.
2nd Class Priority Post - $14.99. Delivery time is usually 3 to 10 working days. Please allow up to 14 working days for delivery.
FOR GUARANTEED NEXT DAY DELIVERY
(Not including Saturdays, Sundays, Mondays or National Bank Holidays) UK Only, please order before 12 noon to Guarantee this service. All orders placed after 12 noon on a Friday will be guaranteed delivery before 6pm on the following Tuesday - excluding National/Bank holidays.
Currently we do not offer Saturday delivery.
Europe (Overseas) - £14.99 - Delivery time is usually within 3 to 7 working days. Please allow up to 25 working days for delivery.
Rest of World (Overseas) - £19.99- Delivery time is usually within 7 to 10 working days. Please allow up to 30 working days for delivery.
Shipping Internationally
Delivery normally takes between 4 to 10 working days after despatch. However this may take longer if customs in your country decide to hold an order, for whatever their reason. As The SportsRobe has no control over customs, we cannot be held responsible for any delay, and or to pay any compensation, once your order leaves our warehouse.
A signature maybe required when your order is delivered, and if you are not home when delivery was attempted, the courier will normally leave a card with instructions on where to collect your parcel.
TRACKING YOUR PARCEL: We only use the Tracked Express delivery service, so your order will be tracked.
Once you have ordered, please give it a few hours, and then you will receive a despatched email with a tracking link on for your order, alternatively you can log in to your account and view the tracking in your order history. (But please wait a few hours after ordering)
Important: If you purchase outside of the UK, and or you have your purchase(s) sent to another country from our warehouse, this purchase(s) may be subject to your own (or the country you sent to) countries tax and duties fees. The SportsRobe has completely no control over any countries charges and or fees, and so if you purchase from our website, you understand, and you agree that you are responsible for any tax and or duty costs, and that The SportsRobe is not responsible for any potential additional costs for sending a product(s) outside of the UK.
Delivery Instructions
Please note that any delivery instructions that you provide requesting for the delivery to be left in a safe place are at your own risk. You are confirming that you are providing the delivery driver authority to leave the parcel in a safe place of your choice. The SportsRobe cannot be held responsible for any items left at your request that are lost or stolen.
The information that you provide is passed onto the courier to use at their discretion.
If in the event you are not home when delivery is attempted, the courier will ask a neighbour to take in your parcel, on your behalf.
IMPORTANT: If you do not want your parcel left with a neighbour (s), you must state this in the comments box when ordering, because otherwise by purchasing from The SportsRobe , you are agreeing you are happy for the courier to leave your parcel with a neighbour in the event you are not home when delivery was attempted, and you are also confirming that you will be not be refunded or your product exchanged if (for whatever reason) you do not collect your parcel from your neighbour.
Other important points to note re delivery:
Whilst Parcelforce makes every effort to deliver the customers goods on time. Parcelforce and or The SportsRobe cannot guarantee delivery on that day or accept liability for deliveries made outside this timescale, This also applies to products sent directly from our manufacturers. The SportsRobe cannot accept liability for out of pocket expenses or any other costs incurred due to failed or delayed deliveries.
When Parcelforce delivers the customers parcel, since covid and social distancing, the Parcelforce driver will no longer ask for a customers signature. Instead the driver will take a digital photograph of the product being delivered and this then digitally locks in the address via the drivers gps. So the photograph and the gps tracking at the customers address, will be used as proof of delivery.
If the customer cannot find an attempted delivery card from your driver but think they have tried to deliver your parcel then enter your tracking number on our track & trace page or call Parcelforce helpline on 03448 004466.
If the customer has given The SportsRobe the incorrect address, for example this might be the incorrect postcode or house number The SportsRobe will not be held responsible and we will not be able to refund or send a second parcel. The customer must also contact Parcelforce direct to make any changes. Please Note: Because of data protection Parcelforce will not speak to us about a customer or changing address etc, so the customer will need to contact Parcelforce directly. This is not The SportsRobe rule but Parcelforce, so is out of our hands.
If the customer has supplied The SportsRobe with a business address to send their parcel to and the customer's parcel has been signed for at the address but the customer can not locate their parcel, The SportsRobe and Parcelforce cannot be held responsible for any lost parcel and the customer will have to locate their parcel themselves. Also we cannot refund or send out a replacement parcel to the customer in this circumstance.
If The SportsRobe use a door to door service through Parcelforce to collect your parcel for whatever reason we use this service, we will only do this once. If this is unsuccessful then a member of staff will tell you that you will have to return this back to us at The SportsRobe Head Office - instructions are found here: https://thesportsrobe.com/policies/refund-policy
Complaints: If in the rare occasion, you feel The SportsRobe team did not answer your questions, concerns and or queries, and you feel that you want to make a official complaint, please write to: The SportsRobe: PK Marine,1 Perimeter Rd, Liverpool L33 3AY, United Kingdom
If you are returning any product, always please goto https://thesportsrobe.com/policies/refund-policy and follow the instructions.