At COBRA Shop, we believe your satisfaction is as crucial as your performance on the green. Founded by golf enthusiasts for golf enthusiasts, we stand behind the quality of our premium golf equipment. However, we understand that sometimes a product may not be the perfect fit for your game. Our Returns & Exchanges policy is designed to be as straightforward and seamless as a well-executed putt.
Returns & Exchanges Timeframe
We gladly accept returns and exchanges for most items within 15 days of you receiving your order. To be eligible, the item must be unused, in its original packaging, and in the same condition as when you received it.
Non-Returnable Products
To ensure the safety and hygiene of all our customers, the following products are final sale and cannot be returned or exchanged:
- Balls (Due to their nature and the inability to verify their condition after leaving our warehouse)
This policy is strict, so please choose your golf balls carefully.
How to Initiate a Return or Exchange
Follow these simple steps to start your return or exchange process:
- Contact Us: Within 15 days of delivery, please email us at [email protected] with your order number and details about the product you wish to return or exchange.
- Receive Instructions: Our customer service team will respond within 48 hours with a Returns Authorisation (RA) number and detailed instructions on where to send your package.
- Ship the Item: Carefully pack the unused item in its original packaging. Include a copy of your order confirmation or a note with your RA number. Ship the package to the address we provide. We recommend using a trackable shipping service as you are responsible for the item until it reaches us.
- Inspection & Processing: Once we receive and inspect the returned item, we will process your refund or ship your exchange within 5 business days.
Important: Returns or exchanges initiated without an RA number may experience significant delays in processing.
Return Shipping Costs
| Reason for Return | Shipping Cost Responsibility |
|---|---|
| Change of mind, wrong size/colour, etc. | Customer pays return shipping |
| Faulty, damaged, or incorrect item received | COBRA Shop will provide a prepaid return label |
Refund Timeline and Method
After we receive and approve your return:
- Timeline: Your refund will be processed within 5 business days. Please allow additional time for the refund to be reflected in your original payment method, depending on your bank or PayPal’s processing times. This is typically 5-10 business days.
- Method: Refunds will be issued to the original payment method used for the purchase (Visa, MasterCard, JCB, or PayPal).
Please note that original shipping fees are non-refundable for returns due to change of mind.
Exchanges
If you need a different size or colour, the fastest way is to return the original item for a refund and place a new order for the correct item. If the item you wish to exchange for is out of stock, we will process a refund instead.
Return & Exchange Request Template
To help you get started, here is a template for your return/exchange request email:
Subject: Return/Exchange Request – Order #[Your Order Number]
Email To: [email protected]
Hello COBRA Shop Team,
I would like to request a [return / exchange] for an item from my order, number #[Your Order Number].
Product Name: [e.g., PRO 2023 Driver, 10.5° Stiff Flex]
Reason for Return/Exchange: [Please specify the reason, e.g., too large, defective, wrong item received]
For an exchange, my preferred replacement would be: [e.g., Same model, 9.5° Stiff Flex].
Please provide me with the Returns Authorisation number and further instructions.
Thank you,
[Your Full Name]Contact Us for Returns & Exchanges
If you have any questions about our returns process, please don’t hesitate to reach out to our dedicated team in London.
COBRA Shop Returns Department
Email: [email protected]
Address: 86 Old Brompton Rd, London, GB EC7G 3IA
We’re here to ensure your experience with COBRA Shop is nothing short of exceptional, from browsing our collections to the final swing.