Refund policy
ROC GOLF LTD
RETURNS, REFUNDS & CANCELLATION POLICY
Last updated: 23 September 2026
At ROC GOLF, many of our products are built or prepared specifically to order. We therefore have different return arrangements depending on whether your order is a custom-built product or a standard, pre-built product.
Nothing in this policy limits or excludes any statutory rights you may have as a consumer.
1. CUSTOM-BUILT GOLF CLUBS AND CUSTOM/BESPOKE SHAFT ORDERS
Because custom-built and genuinely bespoke golf clubs and shaft configurations are made to the specifications selected by the customer, they may be exempt from the usual online change-of-mind cancellation rights where the relevant legal exception for personalised or made-to-specification goods applies.
Where that exception applies, we do not accept returns simply because you have changed your mind or no longer want the product.
However, this does not affect your statutory rights where the product is:
• faulty or defective;
• not as described;
• materially different from what you ordered;
• incorrectly built or supplied by ROC GOLF; or
• otherwise not in conformity with the contract.
If your custom order does not match the specification you placed with us, please contact us as soon as possible at robert@rocgolf.co.uk. We will investigate the issue and, where appropriate, arrange a correction, replacement or refund in accordance with your legal rights.
IMPORTANT: Not every product assembled after an order is automatically considered legally “custom-made” or “bespoke”. The cancellation exception depends on the nature of the product and the extent to which it has been made to your individual specification. Where the law gives you a cancellation right, this policy does not remove it.
2. PRE-BUILT GOLF CLUBS AND STANDARD PRODUCTS
For standard, pre-built golf clubs and other products that are not genuinely personalised or made to a customer's unique specification, consumers purchasing online may have a statutory right to cancel their order within the applicable cancellation period.
If you wish to return a standard product because you have changed your mind, please contact us in accordance with the cancellation procedure below.
Returned goods should be in their original condition and packaging where reasonably possible and must not have been used beyond what is reasonably necessary to inspect them.
You are responsible for the direct cost of returning goods where you are exercising a change-of-mind cancellation right and we have informed you of that responsibility before the contract was made.
This does not apply where the goods are faulty, incorrect, damaged on arrival or otherwise do not conform to the contract. In those circumstances, please contact us before returning the goods so that we can arrange the appropriate remedy.
3. HOW TO REQUEST A RETURN OR CANCELLATION
To request a return or cancellation, please email:
robert@rocgolf.co.uk
Please include:
• your name;
• order number;
• the product(s) concerned;
• the reason for the return or cancellation, where relevant; and
• photographs where the product is damaged, faulty or incorrect.
We will confirm whether your request is eligible for return and provide the appropriate return instructions.
Please do not send goods back to us without first contacting us, as this may delay the processing of your return.
4. ONLINE CHANGE-OF-MIND CANCELLATIONS
Where you are a consumer and the law gives you a right to cancel an online purchase, you may exercise that right without giving a reason within the applicable cancellation period.
For most standard goods sold online, the cancellation period is 14 days from the day after you receive the goods. After telling us that you wish to cancel, you generally have a further 14 days to return the goods.
The statutory cancellation right does not apply to certain categories of goods, including qualifying personalised or genuinely bespoke goods. See Section 1 above.
If you are unsure whether your particular order qualifies for a cancellation right, please contact us before returning the product.
5. CONDITION OF RETURNED GOODS
If you are returning a standard product because you have changed your mind, you may handle the goods only to the extent necessary to establish their nature, characteristics and functionality, in the same way that you would reasonably be able to do in a shop.
If goods have been handled beyond what is reasonably necessary and their value has been reduced as a result, we may be entitled to make a deduction from the refund where permitted by law.
For the avoidance of doubt, this does not reduce or remove your statutory rights where goods are faulty, defective, incorrect or otherwise do not conform to the contract.
6. FAULTY, DAMAGED OR INCORRECT PRODUCTS
If your product is faulty, damaged, incorrect or does not match the specification or description provided when you purchased it, please contact us at robert@rocgolf.co.uk.
Please provide your order number and, where appropriate, photographs or other information that may help us assess the issue.
Where a product does not conform to the contract, we will provide the remedy required by applicable consumer law. Depending on the circumstances, this may include repair, replacement, price reduction or refund.
Where we are responsible for a faulty, incorrect or non-conforming product, we will bear any necessary return or replacement costs required by law.
7. CANCELLATION OF BUILT-TO-ORDER ORDERS BEFORE COMPLETION
ROC GOLF operates a built-to-order model for certain products.
For genuinely bespoke or personalised products, cancellation rights may be restricted once production has commenced or where the applicable legal exception for personalised or made-to-specification goods applies.
For standard products that are simply assembled or prepared following an order, the fact that we have started preparing the order does not automatically remove any statutory cancellation rights you may have.
If you wish to cancel an order before it has been completed or dispatched, contact us as soon as possible at robert@rocgolf.co.uk. We will confirm whether cancellation is possible and what rights apply to your particular order.
8. CANCELLATION CHARGES
We do not automatically apply a cancellation charge to every cancellation.
Where you have a statutory right to cancel, we will not charge a cancellation fee that is prohibited by law.
For a genuinely bespoke or personalised order where you do not have a statutory change-of-mind cancellation right, ROC GOLF may retain or charge reasonable amounts reflecting costs or commitments that we are legally entitled to recover, subject to applicable law and the terms communicated to you before your order was placed.
Any cancellation charge will be reasonable and proportionate to the circumstances. We will not use a cancellation charge to exclude or restrict your statutory rights.
9. REFUNDS
Where you are entitled to a refund because of a valid cancellation, return, fault or other circumstance, we will process the refund in accordance with applicable law.
For a valid online change-of-mind cancellation, we will normally refund the payments we are required to refund, including the cost of standard delivery where required by law. If you selected a more expensive delivery option, we are generally only required to refund the cost of the least expensive standard delivery option offered.
Refunds will normally be made to the original payment method.
For online change-of-mind cancellations, we may withhold the refund until we have received the returned goods or you provide evidence that you have sent them back, whichever happens first, where permitted by law.
10. WHEN WILL I RECEIVE MY REFUND?
Once we have received and processed an eligible return, refunds will normally be issued promptly.
For statutory online cancellation refunds, we will process the refund within the time required by applicable law.
Once we issue a refund, the time it takes for the funds to appear in your account can depend on your bank or payment provider.
11. RETURN SHIPPING COSTS
For change-of-mind returns of standard products, you are generally responsible for the direct cost of returning the goods where we have informed you of this before your purchase.
Where goods are faulty, incorrect, damaged on arrival or otherwise do not conform to the contract, ROC GOLF will bear the necessary return costs where required by law.
We may provide specific return instructions depending on the product and circumstances.
12. INTERNATIONAL RETURNS
For international orders, the customer is responsible for any return shipping costs that are properly payable by the customer under this policy and applicable law.
For international returns, the customer may also be responsible for customs, duties, taxes, brokerage or other charges imposed in connection with returning goods, except where applicable law requires ROC GOLF to bear those costs.
Where we are providing a replacement or other remedy because goods are faulty, incorrect or do not conform to the contract, we will bear the costs that we are legally required to bear.
Please contact us before sending an international return so that we can provide the correct instructions and documentation.
13. EXCHANGES
Where a standard product is eligible for return, we may offer an exchange at our discretion.
An exchange is not a substitute for any statutory remedy you may have for faulty, damaged, incorrect or non-conforming goods.
Custom-built and bespoke products are generally not eligible for exchange simply because you have changed your mind, subject to your statutory rights.
14. WARRANTY AND STATUTORY RIGHTS
Any manufacturer's warranty or ROC GOLF warranty that applies to a product is additional to your statutory rights and does not replace them.
Your legal rights may include rights relating to goods being as described, of satisfactory quality and fit for purpose.
Nothing in this policy is intended to exclude, restrict or reduce those rights.
15. CONTACT US
For all return, refund, cancellation or warranty enquiries, please contact:
ROC GOLF LTD
Email: customfit@rocgolf.co.uk
Company number: NI656162
Registered office: 33 Hammond Farm, Ballinderry Upper, Lisburn, United Kingdom, BT28 2RY
When contacting us, please include your order number wherever possible.
END OF RETURNS, REFUNDS & CANCELLATION POLICY