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Refund policy

Returns Address:

Tackle City Returns Department
904 Wimborne Road
Moordown, Dorset
BH9 2DW

Email: sales@tackle.city

1. Unwanted Goods (Change of Mind Returns)

We offer a 30-day return policy for unwanted items from the date of delivery.

To be eligible:

  • We accept returns from customers in the United Kingdom only.
  • The item must be unused, unworn, and in its original packaging with all tags and accessories.
  • The item must not show any signs of wear, assembly, or modification (e.g. reels must not be loaded with line, rods must not be cut or altered).
  • You must include your order number, name, and billing address in the return parcel.

Please ensure all returns are securely packaged to prevent damage in transit.

Returns must be sent at the customer’s expense, unless the product is faulty or sent in error.

If you are returning by post, please obtain proof of postage or use a tracked service.

Once received and inspected, refunds are processed to your original payment method within 10 business days.

Note: For online purchases delivered to the UK or EU, your 14-day statutory cooling-off right also applies.

2. Faulty, Incorrect or Damaged Items

If an item arrives damaged, incorrect or faulty, please notify our Customer Service team at sales@tackle.city within 5 working days of delivery.

We will arrange a replacement, repair, or refund at no cost to you once the issue is verified.

When returning these items:

  • Include a short note with your order number, the item(s) being returned, and a description of the fault.
  • If we request the return, we’ll provide a prepaid return label or reimburse reasonable return costs.

We recommend obtaining proof of postage for all returns.

3. Warranty Claims

All products carry a 12-month manufacturer’s warranty unless otherwise stated.

Warranty returns must be authorised before sending and include:

  • Order number and proof of purchase
  • Description and photographs of the issue

Tackle City may return the product to the manufacturer for assessment before a replacement or refund is approved.

If the manufacturer determines that the issue is not due to a defect, we may return the item to you unrepaired.

Please allow up to 21 working days for warranty claims to be completed.

Note: Wear and tear, accidental damage, or misuse are not covered by warranty.

4. Non-Returnable Items

For hygiene, safety, or product integrity reasons, the following items cannot be returned unless faulty:

  • Perishable bait, liquids, and food products
  • Custom or personalised items (e.g. spooled line, cut-to-length materials)
  • Used terminal tackle, opened hook packs, or products that present hygiene or safety risks
  • Hazardous or flammable materials
  • Gift cards

5. Exchanges

The quickest way to receive an alternative item is to place a new order and return the unwanted product for a refund once accepted.

6. Refunds

Once your return has been inspected and approved:

  • Refunds will be issued to your original payment method within 10 working days.
  • Please allow additional time for your bank or card provider to process the refund.
  • Original shipping charges are not refundable except where goods are faulty or sent in error.
  • We do not charge any restocking fees — the full approved refund amount will be returned to you.

If more than 15 working days have passed since your return was approved and you have not received your refund, please contact us at sales@tackle.city.

7. Reels and Line Returns

If you are returning a reel, please ensure all line or braid is removed.

Tackle City cannot transfer line between reels or accept responsibility for any line loss during replacement or warranty processing.

8. Complaints Procedure

We always aim to provide the highest standard of service.

If you wish to raise a complaint or dispute, please contact our Customer Service Team at sales@tackle.city.

We will:

  • Acknowledge your complaint within 2 working days,
  • Assign it to a specific advisor, and
  • Aim to resolve it as quickly as possible.

If you remain dissatisfied, you can request your complaint be escalated for review by senior management.

9. Consumer Rights

Your statutory rights under the Consumer Rights Act 2015 and UK Distance Selling Regulations remain unaffected by this policy.


Type of Return Timeframe Who Pays Return Shipping Refund Target
Unwanted Item 30 Days Customer 10 Working Days
Faulty/Damaged 5 Days Tackle City 10 Working Days
Warranty Claim Within 12 Months Assessed Case-by-Case 21 Working Days
Cooling-Off (UK) 14 Days Customer 14 Days