You buy from us online, so you have a legal right to change your mind under the UK Consumer Contracts Regulations 2013, and a separate right to a remedy if something is wrong with the goods under the Consumer Rights Act 2015. This page explains both, plainly.
14-day right to cancel (change of mind)
You may cancel your order for any reason from the moment it is placed until 14 days after the day you (or someone you nominate) receive the goods. To cancel, email us at ballvaultgolf@gmail.com with your order number and the words "I wish to cancel" — a simple message is enough. You do not need to give a reason.
After telling us, you have a further 14 days to send the goods back to the return address we provide. You are responsible for the cost of return postage. We recommend a tracked service — you are responsible for the goods until they reach us.
We will refund the price you paid for the goods and the standard outbound delivery cost within 14 days of receiving the goods back (or of you giving us proof of postage, whichever is sooner). Refunds go to the original payment method. If any balls have been used, opened out of their packaging in a way that affects our ability to resell them, or clearly played with, we may deduct a reasonable amount from the refund to reflect the loss in value.
For example, if you were to open and play a round with Pearl-grade balls, we may reduce your refund by the full product value because those balls can no longer be resold as new Pearl stock. That is only an example — the actual deduction, if any, will depend on the grade, condition, and resale value of the specific balls returned.
Faulty, incorrect or damaged orders
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If your order arrives damaged, is missing items, or does not match the grade or product you ordered, please contact us as soon as possible — ideally within 48 hours of delivery so we can raise a courier claim — at ballvaultgolf@gmail.com with your order number and clear photos of the issue.
You have a 30-day short-term right to reject faulty goods for a full refund, and further rights to repair, replacement or refund beyond that period. Nothing on this page shortens or limits those statutory rights.
How we grade and what to expect
Our products are pre-owned golf balls that are hand-sorted, professionally cleaned and graded. Minor cosmetic variation within each grade is normal and honestly described in our grading guide — if you are unsure about a grade before ordering, please get in touch first.
Return address
Please email us before sending anything back — we will confirm the correct return address and reference. Our trading address is: BallVault Golf, 29 Lord Street, BL4 8BE, United Kingdom.
Questions
Anything unclear? Get in touch — we are always happy to help.