Does SAMURAI offer exchanges/returns?
Products that feature your club logo, or personalisation (names/numbers/initials) are decorated to order making them non-returnable and cannot be refunded or exchanged except in the case of manufacturing error or faulty goods.
You can return plain stock items to us within 7 days of delivery for a refund or exchange. The items must be in their original condition, with all labels, bag and tags intact. Any garments returned outside of this time will not be accepted. We will process accepted returns for a refund or exchange within 7 days of receiving your return.
*Notification of an issue/fault/shortfall with an order must be made in writing to us within 7 days of delivery. The goods must be returned in unused condition in their original packaging, including all attached labels and swing tags, and the cost of any loss, damage or reduction in value of the goods will be borne by the customer. For your protection we recommend that you use a recorded delivery or courier service with adequate insurance cover as we cannot be held responsible for goods not received.
The standard warranty for garments manufactured by SAMURAI is six months.
Do you offer warranty on your garments?
Yes. We make our products durable so we offer a warranty on our garments for the garment’s expected lifetime, subject to their use. Our full terms and conditions will give you more details.
As standard we offer a 6-month guarantee on all SAMURAI products with the exception of Iconix Rugby Shirt, Stock Premier Short, Premier Netball Dress, Hockey Match Shirt, Cricket Match Shirt and Bespoke Leisure Short in men’s and women’s fits. These products are part of our ‘SAMURAI Super 6’ warranty which means they are guaranteed for 12 Months and will be included on garment hangtags.
In order to apply the ‘SAMURAI Super 6’ guarantee you must register your product online by clicking here within 28 days of receiving your order, this will also detail full Terms and conditions.
How do I make a request for a return/exchange?
If your garment complies with our returns policy i.e. appears faulty or damaged due to a factory error simply complete the Returns and Exchanges Form within 7 days of receipt of goods and a member of our Customer Services Team will be in touch with a Returns Authority Number and Return of Goods Form within 48 hours.
Please note: it is very important that when you return an item that we know the order number to which it relates, your details and whether you want a refund or an exchange. Without these details we will not be able to take the action you require.
Does SAMURAI pay for return delivery costs?
SAMURAI does not bear the direct costs of returning goods as stated on our ordering notification (contract of sale).
Recommendation: For your protection we recommend that you use a recorded delivery or courier service with adequate insurance cover as SAMURAI cannot be held responsible for goods not received.
If I have any questions, who shall I contact?
Our Customer Services team are available Monday to Friday between the hours of 09:00hrs to 17:00hrs. They are contactable on 01508 531010 or by email at firstname.lastname@example.org. We endeavour to respond to your enquiry within 24 working hours.