Refund policy

We hope you are happy with your purchase. This policy explains our goodwill returns arrangements and your legal rights. Nothing in this policy limits your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

Change-of-mind returns

For eligible, non-personalised goods purchased online, you may cancel your order from the time it is placed until 14 days after the day you receive it, without giving a reason. As an additional goodwill benefit, we accept eligible change-of-mind returns where you notify us within 30 days of receiving the goods.

To request a return, email info@maxdiego.co.uk with:

  • your name;

  • your order number;

  • the item or items being returned; and

  • confirmation that you wish to cancel or return them.

After notifying us, return the goods promptly and no later than 14 days after your cancellation notice to:

RL RETURNS
35 Cordwallis Road
Maidenhead
Berkshire
SL6 7BT

Please include your order number inside the parcel. We recommend using a tracked service and retaining proof of postage.

Condition of returned goods

You may inspect an item as you would in a shop. Please return it clean, unworn other than for trying on, unwashed and, where possible, with its original tags and packaging.

We may reduce a refund to reflect any loss in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and fit of the item. Your statutory rights remain unaffected.

Return postage

For a change-of-mind return, you are responsible for the direct cost of returning the goods unless we state otherwise.

If an item is faulty, damaged, incorrect or not as described, we will pay reasonable return costs or provide an appropriate return method. Please contact us before returning such an item.

Personalised and bespoke items

The right to cancel for a change of mind does not apply to goods made to your specifications or clearly personalised—for example, a garment printed with a customer-selected name, number, initials or bespoke wording.

An item is not treated as personalised merely because it is printed after ordering with a standard Rocks Lane design, club badge or other fixed design offered as part of the ordinary product.

Personalised items may still be returned where they are faulty, damaged, incorrect, not as described or where we have made an error in the personalisation.

Please check all customer-supplied personalisation carefully before ordering. We are not responsible for errors in wording, spelling, size or number that match the information submitted by you.

Exchanges

We do not guarantee direct exchanges. The quickest way to obtain another size or product is normally to return the eligible item for a refund and place a new order.

Faulty, incorrect or misdescribed goods

Goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty, incorrect or not as described, contact us at info@maxdiego.co.uk with your order number and details of the issue.

Where the law entitles you to reject faulty goods, including the short-term right to reject in appropriate cases within 30 days, we will provide a refund. After that period, the law may entitle you to a repair or replacement and, where that is unsuccessful or unavailable, a price reduction or refund.

Normal wear and tear, accidental damage, misuse, failure to follow care instructions, or damage caused by incorrect washing, drying, ironing or storage is not a product fault.

Refunds

For an eligible cancellation, we will refund the price paid for the returned goods and the cost of our least expensive standard delivery option. If you selected a premium delivery service, we are not required to refund the additional premium.

We will issue the refund to the original payment method without undue delay and no later than 14 days after we receive the returned goods or, if earlier, after you provide evidence that you sent them back. We may withhold the refund until we receive the goods or receive evidence of return.

Bank and payment-provider processing times are outside our control, so the refunded amount may take several working days to appear after we issue it.

Cancelling before dispatch

Contact us as soon as possible if you wish to cancel. We will try to stop production or dispatch, but this may not be possible. If a genuinely personalised item has already entered production, the change-of-mind cancellation right may not apply.