Return and Refund Policy

At HookRugby, we want you to enjoy shopping for rugby jerseys and sportswear with confidence. If you are not completely satisfied with your purchase, we are here to help.

This Return and Refund Policy applies to purchases made through our website, https://www.hookrugby.com.

1. Return Period

We offer a 30-day return period for eligible items. You must contact us within 30 days of receiving your order to request a return.

To initiate a return, please email our customer service team at hookrugby@163.com with your order number and the reason for your request.

Please wait for our return instructions before sending any items back.

This 30-day policy does not limit any longer or additional return, cancellation, or withdrawal rights required by applicable consumer protection laws.

2. Return Eligibility

For standard change-of-mind returns, returned items should meet the following conditions:

The item is unworn, unwashed, unused, and in its original condition.
Original tags and labels remain attached, where applicable.
The item is returned with its original packaging, where reasonably available.
You provide your order number or other proof of purchase.

You may inspect and try on a rugby jersey as reasonably necessary to check its fit, taking care not to damage or soil the item.

Items that have been worn during sports activities, washed, altered, or damaged through use may not qualify for a standard change-of-mind return, to the extent permitted by applicable law.

These conditions do not remove your legal rights if an item is defective, faulty, incorrectly supplied, or otherwise covered by mandatory consumer protection laws.

3. Damaged, Defective, or Incorrect Items

We want every order to arrive in the expected condition.

If you receive an item that is damaged, defective, incorrect, or materially different from what you ordered, please contact us at hookrugby@163.com as soon as reasonably possible.

Please include:

Your order number.
A description of the problem.
Clear photographs of the item and the issue, where applicable.

Our team will review your request and explain the available options.

Depending on the circumstances and applicable law, a suitable resolution may include a replacement, repair, refund, or another legally required remedy.

Where the issue is our responsibility, HookRugby will cover reasonable return shipping costs as required by applicable law.

Your statutory rights remain unaffected if you cannot provide photographs or if you report the issue later than requested, provided you are otherwise entitled to a remedy under applicable law.

4. How to Request a Return

Please follow these steps to request a return:

Step 1: Contact Us

Email hookrugby@163.com with your order number, the item you wish to return, and the reason for your request.

Step 2: Receive Return Instructions

Our customer service team will review your request and provide the appropriate return instructions, including the return address.

Step 3: Package and Ship the Item

Pack the item securely and follow the instructions provided. We recommend using a tracked shipping service and keeping your proof of postage.

Step 4: Return Review

Once we receive the returned item, we will review its condition and notify you of the outcome and any applicable refund or exchange arrangements.

Please do not send items to an address printed on the original parcel unless our team has confirmed that it is the correct return address.

5. Return Shipping Costs

Standard Returns

For standard change-of-mind returns, customers are responsible for the return shipping costs, unless we have agreed otherwise or applicable law requires us to cover those costs.

Damaged, Defective, or Incorrect Items

If an item arrives damaged or defective, or we send the wrong item, HookRugby will cover reasonable return shipping costs where we are responsible for the issue and as required by applicable law.

Original shipping fees, delivery charges, and any other refundable costs will be handled in accordance with applicable law and the circumstances of the return.

For international returns, please contact us before shipping the item so that we can provide the correct instructions.

6. Refunds and Processing Times

After receiving and reviewing your returned item, we will notify you whether your refund has been approved.

Approved refunds will normally be issued to your original payment method within 5–10 business days after approval. The time it takes for the refund to appear in your account may vary depending on your bank, card issuer, or payment provider.

Where applicable law requires a refund within a specific period, we will comply with that legal deadline.

If your refund has not appeared after the expected processing period, please check with your payment provider first. If you still need assistance, contact hookrugby@163.com and include your order number.

7. Exchanges and Size Issues

If you ordered the wrong size or would prefer a different item, please contact us at hookrugby@163.com to discuss the available options.

Exchanges are subject to stock availability. If an exchange is unavailable, we will explain the alternatives.

Please review the size chart on the relevant product page before placing an order.

If an item is defective, incorrectly supplied, or does not conform to the order, your legal rights to an appropriate remedy will not be restricted by this section.

8. Personalised and Customised Products

Products made to your specific requirements or clearly personalised, such as jerseys printed with a custom name or number, may be excluded from change-of-mind returns where permitted by applicable law.

This exclusion does not apply where a personalised item is defective, incorrectly customised due to our error, or otherwise covered by mandatory consumer protection rights.

Please carefully review all personalisation details before completing your order.

9. Order Cancellations

If you wish to cancel or change an order, please contact us as soon as possible at hookrugby@163.com and include your order number.

We will do our best to accommodate your request before the order is processed or dispatched. Once fulfilment has begun, changes or cancellations may not be possible.

This does not affect any statutory cancellation or withdrawal rights that apply to your purchase under applicable law.

10. International Returns and Customs Charges

HookRugby serves customers in different countries. Return procedures, delivery times, customs requirements, and consumer protection rights may vary depending on the destination country.

Please contact us before returning an international order so we can provide the appropriate instructions.

For standard change-of-mind returns, customers are responsible for return shipping costs unless otherwise agreed or required by applicable law.

Customs duties, import taxes, and other charges related to a return will be handled in accordance with applicable law and the circumstances of the return.

11. Statutory Consumer Rights

Nothing in this policy is intended to exclude, restrict, or replace any consumer rights that cannot legally be excluded or restricted.

Depending on your location, you may have additional legal rights relating to online purchases, cancellation periods, defective goods, replacements, repairs, refunds, and return shipping costs.

For example, consumers in the United Kingdom and European Union may have statutory cancellation or withdrawal rights for eligible online purchases, as well as additional protections for faulty goods.

Where mandatory consumer protection law provides greater rights than this policy, the applicable law will prevail.