Refund and Returns Policy

Refunds & Returns Policy

Effective Date: September 2026
Website:https://virtualgolfsystems.co.uk
Contact Email: info@virtualgolfsystems.co.uk
Contact Phone: 07412 017438

At Virtual Golf Systems, we want you to be completely satisfied with your purchase. This policy outlines your rights regarding cancellations, returns, and refunds under UK consumer law, including the Consumer Contracts Regulations and the Consumer Rights Act 2015.

1. 14-Day Right to Cancel (Change of Mind)

For standard, off-the-shelf retail items purchased online, Consumer customers have a statutory right to change their mind and cancel their order within 14 calendar days from the day after delivery.

To qualify for a full refund, the items must be:

  • Unused and in a fully resalable condition.
  • Complete with all original components, accessories, manuals, and undamaged original packaging.
  • Software Exception: If a product includes digital software or a system activation key (e.g., launch monitor software licenses), the right to cancel is instantly lost once the software is unsealed, downloaded, or activated.

Note: The customer is responsible for the cost of returning non-defective items. We strongly recommend using a recorded, fully tracked, and insured delivery service, as we cannot take responsibility for items lost or damaged in transit back to us.

2. Custom-Built and Bespoke Items (Exemptions)

Products that are made to order, customized, or bespoke are strictly non-refundable and non-returnable once production has commenced. This exemption applies under UK law to items such as:

  • Custom-sized hitting screens and baffle nets.
  • Bespoke golf studio enclosure packages tailored to your room’s dimensions.
  • Specially ordered premium commercial turf or putting surfaces.

Please ensure all space measurements, ceiling clearance calculations, and technical specifications are completely accurate at the time of ordering.

3. Faulty or Defective Products (Consumer Rights Act 2015)

We hold our golf simulator equipment to the highest standard. If your goods arrive damaged, unfit for purpose, or develop a manufacturing fault, your statutory rights are as follows:

  • Within 30 Days of Delivery: You have an automatic statutory right to a full refund, or a free repair/replacement if preferred.
  • After 30 Days (Up to 6 Months): We are entitled to an opportunity to repair or replace the item first. If the repair or replacement is unsuccessful, you may then request a partial or full refund.
  • Exclusion for High-Wear Consumables: Please note that standard manufacturing warranties strictly exclude normal wear, tearing, and fraying of impact-facing materials (including hitting mats, impact screens, and foam side padding), which naturally degrade through continuous ball strikes.
  1. Mandatory Return Authorization Process

You must contact Virtual Golf Systems first before attempting to return any items. We do not accept unauthorized returns.

To initiate a return, you must strictly follow this process:

  1. Request an RMA: Email info@virtualgolfsystems.co.uk or call 07412 017438 within your eligible return window to request a Return Merchandise Authorization (RMA) number.
  2. Provide Details: Include your order number, the specific reason for the return, and clear photos/videos of any reported faults or delivery damage.
  3. Await Routing Instructions: Our support team will provide you with an RMA number and the exact designated UK supplier depot address for your specific items.

Warning: Under no circumstances should goods be sent to our registered company office address. Any items returned without an official RMA number or sent to an unapproved address will be rejected and the customer will be liable for any secondary courier redirection fees.

5. Refund Processing Times

Once your return shipment is received at our facility, it will undergo a technical inspection.

  • Approval: Approved refunds will be processed automatically back to the original credit card or payment method used during checkout.
  • Timeframe: Funds typically appear in your account within 7 to 10 business days, depending entirely on your bank’s processing times.
  • Deductions: We reserve the legal right to reduce your refund amount if the value of the goods has been diminished by unnecessary handling, missing parts, or damaged retail boxes. Original shipping fees are non-refundable unless the item was fundamentally faulty or sent in error.