INSPECTION OF GOODS
It is the customer’s responsibility to immediately inspect all goods upon receipt. Proof of purchase is necessary for an exchange. If eligible, please note that in the case of items being sent or returned, postage and handling costs will be at the charge of the purchaser. Luton Town Football Club will not be held responsible for items lost in transit.
FAULTY ITEMS
If the item is faulty or is damaged the customer can send a photo/video of the faulty item to the customer service team memberships@lutontown.co.uk and upon confirmation a replacement item will be sent to the customer. Please allow 7-10 business days for a replacement. Refund or credits will not be payable for faulty items.
EXCHANGING A SIZE
No refunds will be paid if you have ordered the wrong size. The customer may exchange the size within 14 days of receiving the item by posting the incorrect size back to the nominated address. Please email memberships@lutontown.co.uk for address details. The customer must include with the item a completed exchange form which will be sent with the address details. The items must not have been worn and the tags still attached. Please allow 7-10 business days for a new size to be sent on receipt of returned item and properly completed exchange form. Items with personalisation will not be accepted for refund or exchange.
PERSONALISED ITEMS
It is the customer’s responsibility to ensure all details submitted with an order are correct, including correct spelling, font type, choice or numbers and colours. Luton Town Football Club will not be held responsible if the customer provides incorrect information.
CONSUMER GUARANTEES
Our Refund and Exchange Policy does not affect your rights under the UK Consumer Rights Act 2015. You have consumer guarantees that cannot be limited by us. If your product is not of satisfactory quality, is not fit for its intended purpose, or does not match its description, you may be eligible for a refund, replacement, or repair.
If the product has a major fault, you have the right to choose between a refund or a replacement. For products with minor faults, we may offer a free repair instead of a replacement or refund. Merchandise returned under consumer guarantees must be returned within a reasonable timeframe and accompanied by proof of purchase.
