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Questions and answers
What is the order process?
When you submit an order through the GuruStore, you'll be taken through to Paypal to pay for your item(s). Once the funds have been received, the order will be sent to Gilbert Rugby to fulfil (a copy will also be sent back to us for our records). Gilbert Rugby will then ship the order to your delivery address.How long will it take to receive my merchandise?
You should expect to receive your goods within one week of placing your order.Can I update my order details?
If you need to update your delivery details, please get in touch via our contact us page, quoting your order number. If your order has not yet been dispatched, there is a chance we may still be able to change your address in time. Please note that the contents of an order may currently not be changed once the order is placed and payment is taken.What is the returns policy?
Our orders are fulfilled by Gilbert Rugby, and as a result, their Returns and Repairs policy will apply:Unwanted Returns
If you wish to return unwanted goods for a credit or exchange then the following conditions will apply:
- Goods must be returned within 7 working days of receipt of the goods.
- All items should be returned in their original packaging and a saleable condition to obtain full refund. We reserve the right to charge for repackaging where applicable.
- Carriage charges for unwanted returns will be at your expense.
- Transport packaging should be sufficient for the method of carriage. We cannot accept any responsibility for damage caused by your carrier.
- Your return should be accompanied by a proof of purchase, your name, address and phone number and order reference number (most of this information should be detailed on your invoice). To help us, to help you, we would appreciate you enclosing details of why you wish to return the product.
Shortages
Should any consignment be sent to you incomplete please contact the customer service department within 7 working days who will be pleased to investigate this for you and to arrange for the completion of your order. Please be aware that back-ordered items that are "to follow" do not constitute shortages.Damaged On Receipt
Should you receive any parcel from us that contains damaged goods this should be notified to customer services within the 7 working day period. We will then arrange for collection and replacement as soon as possible.
If any damaged items have been used they will be deemed acceptable by you and will not be considered for replacement or credit.
For the avoidance of doubt, nothing in this policy shall affect or modify your STATUTORY RIGHTS. Your right of cancellation will be in accordance with our published terms and conditions.
Faulty Returns
We can only appraise a warranty claim for repair, replacement or credit after first hand examination of the item(s) concerned. Please package the item securely.
Click here (http://www.gilbertrugby.com/userfiles/files/Gilbert%20Online%20Return%20Form.pdf) for our returns form to be printed out, completed and included in the package. If for any reason you are unable to print the form off, please send a covering letter ensuring all information fields in the form are covered.
Please return the package to:
SportGuru ReturnsC/O Grays International
Station Road
Robertsbridge
East Sussex
TN32 5DH