Last updated: 14 July 2026

This policy applies to purchases made directly from Macron London West, including through macronlondonwest.com. It should be read together with our Terms and Conditions of Sale.

 

1. Customised and personalised items

 

The same restriction applies to items customised with names, initials, squad numbers, sponsor marks, special colours or any other customer-requested personalisation. This restriction reflects the legal exception for goods made to a customer's specifications or clearly personalised.

Nothing in this policy limits your statutory rights where goods are faulty, damaged, not as described or not supplied in accordance with the accepted order.

2. Non-customised items and change-of-mind cancellations

For non-customised goods bought online, you may cancel without giving a reason by notifying us within 14 days after the day you receive the goods. After notifying us, you must return the goods within a further 14 days.

•  Email londonwest@macron.com with your order number, the item(s) being returned and the reason for contact. No online returns form is required.

•  Goods must be returned with labels and, where reasonably possible, original packaging. You may inspect and try on goods as you would in a shop, but we may reduce the refund if handling beyond that necessary has diminished their value.

•  You are responsible for the direct cost of returning change-of-mind items. We recommend a tracked service and proof of postage because the goods remain your responsibility until received by us.

•  The right to cancel does not apply to customised or clearly personalised goods, except where they are faulty or otherwise do not conform to the contract.

3. Wrong, damaged or faulty items

If an item is incorrect, damaged on arrival, faulty, not as described or otherwise does not conform to the contract, please contact us promptly at londonwest@macron.com. Include your order number, a clear description of the issue and photographs where useful.

We may ask you to return the item for inspection. Where a valid fault or fulfilment error is confirmed, we will provide the remedy required by law, which may include repair, replacement, price reduction or refund. We will arrange collection or reimburse reasonable standard return postage where the return is our responsibility. Please agree the return method with us before sending the item.

4. Normal wear, misuse and product care

A product is not faulty merely because it shows normal wear consistent with its age and use. Claims may be declined where damage results from accidental damage, misuse, excessive or inappropriate use, failure to follow care instructions, unauthorised alteration or repair, incorrect washing, heat damage, abrasion or contact with unsuitable surfaces or chemicals. This does not affect rights relating to an inherent manufacturing fault.

5. How to return an authorised item

1. Contact us: Email londonwest@macron.com before returning anything. State the order number and item details.

2. Wait for instructions: We will confirm whether a return is appropriate and provide any reference or collection instructions required.

3. Package the item securely: Include your name, order number and a brief note explaining the return. Do not include unrelated items.

4. Send to the returns address: Macron London West, Unit 6, Bridge Works, Kingston Road, Leatherhead, Surrey, KT22 7SU.

5. Keep proof of postage: Returned goods remain your responsibility until delivered to us, unless we arranged the collection.

6. Exchanges

Customised and personalised items cannot be exchanged for a different size, colour, number or other preference unless the item is faulty or we made an error. For eligible non-customised goods, an exchange is subject to stock availability. We may ask you to return the item for a refund and place a new order, particularly where the replacement has a different price.

7. Refunds

•  For an eligible change-of-mind cancellation, we will refund the price paid and the cost of the least expensive standard delivery option offered for the order. Additional charges for premium or express delivery are not refundable beyond the standard delivery amount.

•  We may withhold the refund until we receive the goods or you provide evidence that they have been sent back, whichever occurs first.

•  Refunds will normally be made within 14 days of receiving the returned goods or satisfactory evidence of return, using the original payment method unless otherwise agreed.

•  A refund may be reduced where non-customised goods have been handled beyond what is necessary to establish their nature, characteristics and functioning.

•  Bank or payment-provider processing times are outside our control and may affect when the funds appear in your account.

8. Order processing and dispatch times

We endeavour to dispatch all orders within 21 working days, unless a different lead time is displayed or agreed. During busy periods, manufacturer delays, stock shortages or high levels of customisation, processing may take longer. Any dispatch or delivery date is an estimate. We will contact you where we become aware of a material delay.

Working days are Monday to Friday, excluding public holidays in England. Dispatch time is separate from the carrier's delivery time.

9. Purchases made through another retailer

This policy applies only to goods purchased directly from Macron London West. If you bought an item from another retailer, club, school or third party that acted as the seller, your contract is with that seller and you should follow its returns process.

10. Statutory rights

This policy is in addition to, and does not replace or restrict, your rights under applicable consumer law. Where there is any conflict, your statutory rights take priority.

Contact us

Macron London West
MAP International Limited (trading as Macron London West)
Company number: 14188015
Unit 6, Bridge Works, Kingston Road, Leatherhead, Surrey, KT22 7SU
Telephone: 020 8050 6085
Email: londonwest@macron.com
Website: macronlondonwest.com