Faulty products, returns and cancellation rights


1. Faulty products

Summary of some of your key rights:

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that up to 14 days after receiving your goods, in most cases, you can change your mind and get a full refund.

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product you’re entitled to the following:

  • up to 30 days: if your goods are faulty, you can get a refund;
  • up to six months: if it can’t be repaired or replaced, then you’re entitled to a full refund in most cases;
  • up to six years: if the goods do not last a reasonable length of time, you may be entitled to some money back.

For more detailed information on your rights and what you should expect from us, please:

-         contact us using the contact details provided in these Terms and Conditions; or

-         visit the Citizens Advice website www.citizensadvice.org.uk or call 0808 223 1133.

Nothing in this contract affects your legal rights if the goods are faulty. You may also have other rights in law.

If your goods are faulty, please contact us provided in these Terms and Conditions.


2. Cancellation, Exchanges or Returns:

You have the right to cancel a contract within 14 days without giving any reason. However, for some goods you do not have the right to cancel or you may lose the right to cancel in certain circumstances. This is further explained below.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the Products.

To be eligible for return, the Product must meet the following conditions:

  • Unused and Unwashed: Products must not have been used or washed. You may try on clothing and footwear, but not for sports or any activity beyond fitting.
  • Original Packaging: The Product must be returned in its original packaging and in good condition. Packaging that is opened, torn, or otherwise damaged will be considered unacceptable.
  • Intact Labels: All original labels must remain attached and untampered with.
  • Complete Items: The Product must be returned in full. For example, both items of a pair must be included.

You do not have the right to cancel in respect of the following goods and will not be entitled to a refund unless such goods are faulty:

-         goods that are made to your specifications or which are clearly personalised; and

-         goods received sealed for health protection or hygiene reasons (eg underwear, swimwear, socks), once you remove or break the seal.

Return Procedure

If you wish to return a Product, you must initiate the process via your account by navigating to "Profile" > "My Orders" and selecting the "Request Return" option.

Once the return request has been submitted, you will receive a return form by email, which must be completed and included in the shipment.

Please note that:

  • Shipping costs for the return are the responsibility of the User.
  • The Product must be sent using a courier service of your choice, in accordance with the conditions outlined in these Terms and Conditions.
  • Returns should be addressed to: Aguila Sport UK Ltd, Unit 23, Bury Business Centre, Kay Street Bury, BL9 6BU.

Effects of cancellation

If you cancel the contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We will make the reimbursement without undue delay, and not later than:

- 14 days after the day we received back from you any goods supplied; or

- (if earlier) 14 days after the day you provide evidence that you have returned the goods; or

- if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

If you have received the Products, you shall send back the Products without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.