Returns & Refunds Policy

We want you to be satisfied with your SEGASTORE purchase. This policy explains how returns, cancellations and refunds are handled.

Nothing in this policy affects your statutory rights under UK consumer law.

30-Day Returns

Eligible products may be returned within 30 calendar days of delivery.

Returned products must be:

• Unworn and unused

• In their original condition

• Returned with their original tags, accessories and components

• Returned in their original packaging where reasonably possible

• Free from marks, damage, odours or signs of wear

Footwear should only be tried on indoors on a clean surface.

Customers may be responsible for any reduction in value caused by handling a product beyond what is reasonably necessary to inspect its nature, characteristics and fit.

Starting a Return

To request a return, email customercare@segastore.uk and provide:

• Your full name

• Your order number

• The product or products being returned

• The reason for the return

• Photographs where the product is faulty, damaged or incorrect

Please wait for return instructions before sending the product.

Products sent without sufficient order information may take longer to process.

Return Postage

Return-postage eligibility is determined by the combined value actually paid for the products included in each individual return request, after discounts and excluding the original delivery charge.

Returns Valued Below £20

Where the combined value of the products included in a return request is below £20, the customer is responsible for arranging and paying the return postage.

We recommend using a tracked service and retaining proof of postage until the return has been completed.

Returns Valued at £20 or More

Where the combined value of the products included in a return request is £20 or more, SEGASTORE will provide a free return service or prepaid return label.

The return must be made using the return method and instructions provided by us.

Separate Return Requests

Each return request is assessed separately.

Products from the same original order that are returned through separate requests will not be combined when calculating eligibility for free return postage.

For example, if an order contains one product costing £19.99 and another product costing £20:

• Returning only the £19.99 product means the customer pays the return postage.

• Returning both products together means the return qualifies for free return postage.

Faulty, Damaged, Incorrect or Misdescribed Products

If a product is faulty, damaged, incorrect or not as described, contact us as soon as possible.

Please provide your order number, a description of the issue and clear photographs showing the product and the problem.

SEGASTORE will cover reasonable return costs for confirmed faulty, damaged, incorrect or misdescribed products, regardless of the product value.

Please do not dispose of or return the product until we have provided instructions.

Cancelling an Online Order

You may notify us that you wish to cancel an eligible online order within 14 calendar days beginning the day after delivery.

After notifying us, you must return the products within the following 14 calendar days.

You may examine products as you would reasonably be permitted to do in a physical shop. You may be responsible for any reduction in value caused by unnecessary or excessive handling.

Original Delivery Charges

Original delivery charges are normally non-refundable.

The original delivery charge will not be refunded where:

• Only part of an order is returned

• A return is made under our voluntary 30-day return policy after the statutory cancellation period

• The customer paid for an upgraded or premium delivery service beyond the cost of standard delivery

Where the complete online order is cancelled within the statutory 14-day cancellation period, we will refund the cost of our least expensive standard outbound delivery option, as required by UK consumer law.

If a premium delivery upgrade was selected, the difference between the premium service and the least expensive standard delivery option will not be refunded.

Refund Processing

Once a return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be made to the original payment method.

We will normally issue the refund within 14 days after receiving the returned products or receiving acceptable evidence that they have been sent back, whichever applies under UK consumer law.

Your bank or payment provider may require additional time to display the refund in your account.

We may withhold the refund until we have received the products or you have supplied evidence that they have been returned.

Exchanges

Direct exchanges are subject to product availability and may not always be possible.

Where an exchange cannot be offered, the original product should be returned for a refund and a new order placed separately.

Products That Cannot Be Returned

Unless faulty or required by law, we may be unable to accept returns of:

• Personalised or specially made products

• Products that have been worn, used, altered or damaged after delivery

• Products missing essential parts or components

• Sealed products that are not suitable for return for health or hygiene reasons once unsealed

Return Packaging

Customers must package returned products securely to prevent damage in transit.

Where the customer is responsible for return postage, SEGASTORE cannot accept responsibility for a returned parcel until it has been received by us. We strongly recommend using a tracked delivery service and retaining proof of postage.

Refund Problems

If an approved refund has not appeared after the processing period provided by your payment provider, contact customercare@segastore.uk with your order number.

Contact Us

For returns, cancellations and refunds, contact:

customercare@segastore.uk

Please include your order number in all correspondence.