Returns/Exchanges FAQUpdated 2 years ago
What is your return/exchange policy?
We provide FREE return labels for customers in the U.S.
Items that are unwashed, unworn, and unused may be easily returned or exchanged by mail within 30 days of delivery.
Items that are yours for keeps:
Closeout Items
Face Masks
Mystery Bags
Gift Certificates
Oversized equipment (GOAL POSTS, POST PADS or SCRUM MACHINES)
Items that are customized with a name, number, icon, or badge
Signed Memorabilia
Items that have been worn, washed or used
Faulty items may always be returned and exchanged at no cost to you.
Unless we are at fault, we do not accept international returns.
During the holidays, items shipped by World Rugby Shop between November 1st and December 31st can be returned until January 31st.
Can customized or personalized items be returned or exchanged?
Items that are made special, just for you usually cannot be returned.
Once an item has been customized it cannot be returned or exchanged unless it is faulty. If the product is deemed to have fault of manufacturer, we will be pleased to offer a refund or exchange. Please include a few photos showing the damage or defect of the item in your correspondence with us. Please reach out to us to discuss a resolution through [email protected]
Are there conditions for returns and exchanges?
All Returns and Exchanges can be initiated through the home page of our website. Look for the Help & Service column. Just click the word "Returns".
There are a few products that are yours for keeps...
Items that are unworn, unwashed and unused may be returned within 30 days of delivery. Only Final Sale, Closeout Items, Mystery Bags, Face Masks, Gift Certificates, Oversized Equipment, items that are customized with a name, number, icon, or badge and items that have been worn, washed or used are yours for keeps.
You must also create your return authorization within 30 days of receiving your order.
Unless we are at fault, we do not accept international returns.
What if my return doesn’t meet the requirements?
If your return merchandise doesn't fit the parameters of our return policy, we’d love to hear more about what’s happening with your item.
Please contact us with specific information so that one of our team members can reach out to you in the next 24 business hours.
Do I need a receipt to make a return?
Yes, please mail the packing slip back along with your return item(s).
The packing slip was included in the package sent to you. If you do not have this, you can find your invoice in your confirmation email or on our website if you have a WRS account. This invoice can be sent with your return item(s) in place of the packing slip.
Do you refund shipping costs?
We do not refund shipping costs unless an error was made on our part. In that case, we will also exchange items at no cost to you.
What do I do if my refund is the incorrect amount?
So sorry if we have made a mistake regarding your refund!
Please contact us at [email protected] so that one of our team members can help you. We will get back with you within 24 business hours.
When will I get my refund?
Once we process a return, it can take some time to show up on your credit card, debit card or other form of payment. The time varies depending on payment method and your bank. It usually takes about a week but no more than 30 days.
What if I received the wrong item and you no longer have the item I originally ordered?
Oh no! So sorry!
Please contact us at [email protected] so that one of our team members can help you. We will get back with you within 24 business hours.