Returns Policy

Returns and Exchange Policy

At UrCaddie, we're committed to ensuring you have the right golf equipment for your game. Our returns and exchange policy is designed to provide flexibility while maintaining the quality of our equipment. This policy outlines our procedures for club exchanges, returns, and membership cancellations.

Club Exchange Program

One of the key benefits of an UrCaddie membership is the ability to exchange clubs based on your membership tier:

• Bronze Membership: Monthly exchanges (one exchange per calendar month)
• Silver Membership: Bi-weekly exchanges (two exchanges per calendar month)
• Gold Membership: Unlimited exchanges (subject to reasonable use)

Exchange Process

To exchange your clubs:

1. Log into your customer portal at urcaddie.com
2. Navigate to "My Clubs" and select "Request Exchange"
3. Select the clubs you wish to return from your current inventory
4. Browse available clubs and select your preferred replacements
5. Schedule a convenient pickup/delivery date
6. Prepare your clubs for return using the original packaging where possible

Our team will collect your current clubs and deliver your new selection simultaneously, ensuring you're never without equipment. Exchange requests are typically processed within 24-48 hours, with delivery following our standard shipping timeframes.

Exchange Limitations

While we strive to provide maximum flexibility, there are a few limitations to our exchange program:

• Exchanges are subject to inventory availability
• "Reasonable use" for Gold tier unlimited exchanges means no more than 4 exchanges in a 30-day period
• Clubs must be returned in good working condition (normal wear and tear is acceptable)
• Exchanges may be limited during peak seasons or major tournaments

Return Condition Requirements

When returning or exchanging clubs, we expect them to be in reasonable condition:

Acceptable Conditions

• Normal wear on club faces, grips, and shafts consistent with regular golf use
• Minor cosmetic scratches that don't affect performance
• Typical dirt accumulation from course play (though we appreciate basic cleaning)

Unacceptable Conditions

• Bent or broken shafts
• Cracked or severely damaged club heads
• Unauthorized modifications or alterations
• Excessive wear beyond normal use
• Missing components (headcovers, adjustment tools, etc.)

If clubs are returned in unacceptable condition, repair or replacement fees may apply unless covered by our optional damage protection plan.

Damage Protection Plan

We offer an optional damage protection plan for $5/month that covers most accidental damage that may occur during normal play. This plan provides:

• Coverage for accidental damage including broken shafts and club head damage
• Waived repair or replacement fees for covered damage
• Peace of mind while using your rental equipment

The damage protection plan does not cover:

• Intentional damage or abuse
• Loss or theft of equipment
• Damage from improper storage or transport
• Unauthorized modifications

Membership Cancellation

UrCaddie memberships are month-to-month with no long-term contracts. You can cancel at any time through your customer portal. When you cancel your membership:

• Your membership benefits will continue until the end of your current billing cycle
• You must return all clubs in your possession within 14 days of cancellation
• We'll arrange a pickup at no additional cost
• Clubs must be returned in acceptable condition as outlined above
• If clubs aren't returned within the 14-day window, a late fee of $10 per day may apply
• Unreturned equipment after 30 days may result in charges for the retail value of the equipment

Club Purchase Options

If you fall in love with a club and want to keep it permanently, you have the option to purchase it at a competitive price:

• All members receive special pricing on purchases
• Discounts increase based on your membership tier (Bronze: 10%, Silver: 15%, Gold: 20%)
• Additional loyalty discounts apply based on length of membership
• Purchase requests can be made through your customer portal
• Purchased clubs are removed from your rental inventory but don't count against your rental limit

Dissatisfaction Policy

If you're dissatisfied with the performance of your rental clubs:

1. Contact our customer service team within 7 days of receiving the clubs
2. Explain the issue you're experiencing with the equipment
3. Our team will work with you to find suitable replacement options
4. We'll expedite the exchange process for dissatisfaction-based exchanges

Dissatisfaction-based exchanges do not count against your regular exchange limits, as we want to ensure you have clubs that meet your expectations.

Club Trial Period Guarantee

We offer a 14-day trial period for all new club selections. If you're not satisfied with the performance of your selected clubs within this period, you can request an exchange that won't count against your standard exchange limits. This guarantee applies to each new club selection.

Defective Equipment

If you receive clubs that are defective or damaged upon delivery:

1. Document the issue with photos
2. Contact customer service within 24 hours of delivery
3. We'll expedite a replacement at no additional cost
4. Schedule a pickup for the defective equipment

Returns Policy Updates

This returns policy may be updated periodically to reflect changes in our services or procedures. The most current version will always be available on our website. Major changes to the returns policy will be communicated to active members via email.

Contact Information

For any questions or concerns regarding returns, exchanges, or cancellations, please contact our customer service team:

• Email: returns@urcaddie.com
• Phone: (555) 123-4567
• Customer service hours: Monday-Friday, 9AM-5PM AEST

Last updated: May 2025