Returns Policy

Our returns policy entitles you to a refund for item(s) bought online with a proof of purchase within 28 days of receipt.

  • For a refund, items must have all tags attached, and be in their original, unworn state together their original packaging with a valid receipt or dispatch note.
  • We are unable to refund customised items.
  • We will process a refund back to your original payment method.
  • Refunds will be processed within 14 days of receipt of goods at our warehouse provided they meet the terms of our returns policy.
  • Refunds will be processed on the value of the items returned and not on postage.

HOW LONG DO I HAVE TO RETURN?

  • If your purchase is not suitable, you have 28 days from receipt to return this back to our warehouse. This applies to full price and sale items.

WHERE IS MY REFUND?

  • Your return will take 14 working days from being delivered to our warehouse to be processed. Please note it may take 3-5 days for the refund to appear in your account once this has been processed. You will be notified via email once your return is complete and refunded. Please allow the full 14 working days after the delivery for our returns team to process your order and refund.

CAN I EXCHANGE AN ITEM?

  • We do not offer exchanges through postal returns; your order will be refunded. A new order can be placed for the item or size you wish to change.

I RETURNED MY ORDER OVER 14 WORKING DAYS AGO

  • If you have not received an email confirmation of your return and you have already waited 14 working days, please contact our customer services team and let us know your order number and which item(s) were returned.

HOW CAN I RETURN MY ORDER?

To return your purchase via post:

  • Complete the returns form on your dispatch note.
  • Package your parcel securely and the goods should be returned with their original packaging and your dispatch note.
  • Take the parcel to the Post Office. You should request a proof of postage, which we recommend be kept safe until your refund is processed.
  • Once your return is processed you will be notified by email.
  • It can take up to 3-5 days for the refund to be processed by your bank.
  • Refunds will be credited to the payment card or Gift Card used to make the purchase. If the original payment method is declined, you will be issued a Gift Card to the value of your refund.
  • If you’ve received an email confirming your refund but can’t see the money in your account after 3 working days, please contact your bank/card issuer. We are not liable and cannot take responsibility for any bank charges that you may incur during the refund process.
  • To return items by post, please send to the below returns address:
    Cowdray Park Polo Club Ltd
    c/o Complete Apparel,
    29 Glenmore Business Park
    Chichester
    West Sussex
    PO19 7BJ

CAN I CANCEL MY ORDER?

  • Regrettably we are unable to cancel any orders once they have been placed. You can, of course, return any unsuitable items to us when they arrive using the enclosed returns label.

MY ITEM IS FAULTY

  • If you believe your item is faulty please contact our customer service team. Our customer service team will review your claim and approve the return or contact you for more information if needed.
  • We will refund your return postage fee if you are returning faulty items.

RETURNS FROM OUTSIDE THE UK

  • We will not bear any responsibility for returned orders from outside the UK that have been lost in transit, so we recommend choosing a tracked service. You can find our warehouse address on your despatch note, however if you have misplaced your documents or need further assistance please email our customer service team using the contact us form, and they will be happy to help. 

WHAT HAPPENS IF MY RETURN GETS LOST?

  • We are not liable for any missing returns. Please keep a proof of postage. In the event of a lost return please contact your carrier service.

RETURNS MADE OUTSIDE OF OUR POLICY

  • We reserve the right to refuse any items sent back to us outside our returns policy.
  • We do not accept returns of unwanted items sent outside our returns policy. If you try to make a return, we may have to ask you to collect it from our warehouse or allow us to donate it to charity on your behalf. We are unable to send items back to you if you attempt to return them outside the returns window.