Refund policy
Every Hayes Custom Built club is made by hand, one at a time, by John Hayes. Because most clubs are built to order, returns depend on what was ordered. The terms are set out below so everything is clear before an order is placed.
Stock builds
Stock builds are standard models built with the options listed on the product page (hand, shaft, length and loft). They may be returned within 30 days of delivery for a full refund of the purchase price, provided the club is unused, unhit and in its original condition with all original packaging and headcover. A club that shows marks from use, including scuffs on the face or sole, cannot be accepted for return.
Personalized builds
Personalized builds include hand engraving, custom insert materials or colors, custom stains and named finishes. Specifications may be changed, or the order cancelled for a full refund, within 24 hours of ordering. After that, work on the club has begun and personalized builds are final sale.
Bespoke commissions
The commission deposit of $300 is credited in full toward the finished club. The deposit is fully refundable until the design call takes place. Once the design call has taken place, the deposit is non-refundable if the commission does not go ahead, because the design time has been spent. The balance is due on completion, and completed commissions are final sale.
Accessories
Unused accessories, including ball markers, may be returned within 30 days of delivery for a full refund of the purchase price.
Restoration and refinishing
Restoration work cannot be returned once it has begun. If a restored club arrives with a problem in the work, contact us and it will be put right.
Defects and shipping damage
If a club arrives damaged or has a defect in materials or workmanship, send us a message using the Contact Us form within 7 days of delivery with photographs of the club and the packaging. It will be repaired, rebuilt or refunded at no cost, including shipping both ways. This applies to every club, personalized or not.
Lifetime refinish
Persimmon is a working material, and it will show that it has been played. Every club built by Hayes Custom Built carries a lifetime refinish. Send it back and it will be brought back to its original finish.
How to start a return
- Send us a message using the Contact Us form with the order number and reason for the return. Returns sent without approval cannot be accepted.
- Pack the club securely in its original box with its headcover.
- Ship it to the address provided. Return shipping is the customer's responsibility except for defects or shipping damage. A tracked, insured service is recommended, since the club remains the customer's responsibility until it arrives.
Refunds
Once the returned club is received and inspected, the refund is issued to the original payment method within 5 business days. Original shipping charges are refunded only for defects or shipping damage. Depending on the bank or card issuer, the refund may take a few more days to appear.