Refund policy

Refund & Returns Policy

Your Legal Right to Return — 14 Days

Under EU Directive 2011/83/EU, you have a statutory right to withdraw from your purchase within 14 days from the date you receive your order, without providing a reason — provided the item is non-personalised.

As a courtesy, we extend this window to 30 days for non-personalised items only. This additional 16-day extension applies to standard jerseys, agasalhos, and shorts without custom names, numbers, or patches. Personalised items are final sale and cannot be returned (see the section below).

Our Returns Window — Non-Personalised Items

You have up to 30 days from the date you receive your order to request a return or exchange for non-personalised items. This generous window serves as a courtesy extension beyond the legally mandated 14-day period.

Conditions for Eligible Returns

Items may be returned if they meet all of the following conditions:

• The item is unworn and unwashed
• All original tags and labels remain attached and intact
• The item is in its original packaging and condition
• You have proof of purchase (order confirmation email)

Items showing signs of wear, damage from use, or missing tags will not be accepted for return.

Personalised Items — Final Sale (Important)

Products with personalization — including shirts with your name, number, or competition patches applied at your request — are final sale and cannot be returned or exchanged.

Under EU law (Directive 2011/83/EU, Article 16(c)), goods that are personalised to your specific requirements are exempt from the standard right to return. Once we personalise your shirt with your name, squad number, or a World Cup patch, that item is made specifically for you. We cannot resell it, and we cannot refund it. This protects both you and us by ensuring your personalised jersey remains yours and cannot be resold with a different name and number.

Before you purchase a personalised shirt, you must review a preview of your personalization to verify all details — name spelling, squad number, patch design, and positioning. We provide this preview during checkout. If you change your mind after we begin production or apply the personalization, you cannot cancel or return the order.

Early Cancellation Request (Courtesy, Not Guaranteed): We voluntarily allow cancellation requests within [PROCESSING TIME] hours of order confirmation if production has not yet started. However, this is a courtesy — not a legal right. Contact us immediately at jerseylunaticsupport@gmail.com with your order number. Once production begins or personalization has been applied, the order is final and cannot be cancelled. We cannot guarantee cancellation will be accepted even if you request it within the timeframe.

Defects in Personalised Items — Legal Guarantee Applies

Although personalised items cannot be returned due to personal preference or regret, they ARE covered by the legal guarantee of conformity.

Under EU Directive 2019/771, all goods sold — including personalised shirts — come with a 2-year legal guarantee of conformity. This means if your personalised shirt has a defect in manufacture or materials (not caused by your use or care), we must repair or replace it at no cost to you.

What counts as a defect in conformity?

• Seams separating, splitting, or failing within normal wear
• Print, embroidery, or patch peeling, cracking, flaking, or coming off
• Fabric tears, holes, unraveling, or structural failure not caused by your use
• Color bleeding, uneven dyeing, or material defects present at the time of sale
• Zipper, button, or fastenings failing due to manufacture defect

What does NOT count as a defect?

• Fading or color change from normal washing or sun exposure (normal wear)
• Shrinkage from improper washing or care
• Damage from accidents, misuse, or improper storage
• Regret about your personalization choices (name spelling, number, patch design, positioning)
• Print wear from repeated washing and normal use

How to claim a defect in a personalised shirt:

1. Contact us at jerseylunaticsupport@gmail.com within 14 days of receiving your shirt with clear, detailed photos showing the defect.
2. Include your order number and proof of purchase.
3. Describe the defect precisely (e.g., "seam on right shoulder separated" or "print began peeling at corner after one wear").
4. We will assess your claim within [PROCESSING TIME] business days.
5. If approved, we will either repair your shirt at no cost or send you a replacement personalised shirt with the same personalization. The method we choose depends on the severity of the defect and practicality of repair.

Presumption of Defects — First 6 Months: For the first 6 months after purchase, any defect you discover is presumed to have existed at the time of sale under EU law. You do not need to prove the defect existed when we shipped it — the law presumes it was. After 6 months, you may still claim within the 2-year guarantee window, but you must provide evidence that the defect existed at the time of sale and was not caused by your use or care.

How to Request a Return

Step 1: Contact our support team at jerseylunaticsupport@gmail.com with your order number and reason for return. Requests must be made within 30 days of receipt.

Step 2: We will review your request and provide you with a return shipping address and RMA number (Return Merchandise Authorization).

Step 3: Pack the item securely and ship it to the return address provided. Include your RMA number and a copy of your order confirmation.

Step 4: Once we receive and inspect your return, we will process your refund. We will send you a confirmation email with details.

Return Shipping & Costs

Who pays for return shipping? Standard return policy: You are responsible for the cost of returning items to us.

Exception — Our Error: If the return is due to our fault (damaged item, wrong item shipped, defective product, or incorrect size), we will reimburse your full return shipping costs upon proof or provide a prepaid return label at no cost to you. Under EU law (Directives 2011/83/EU and 2019/771), we must bear all return costs for defects or merchant errors. You bear zero cost for returns caused by us.

Carrier: We recommend using a tracked shipping service. You are responsible for any loss or damage during transit once the package leaves your hands. Keep your tracking number until the return is complete.

Refund Processing Timeline

Once we receive your return and verify the item meets our return conditions:

• [PROCESSING TIME] business days: We inspect and process your return
• [REFUND TIMELINE] business days: Your refund is issued to the original payment method

Please note that your bank or payment provider may take additional time (typically 3–5 business days) to credit the funds to your account.

Size Exchanges

If you received the wrong size or would like to exchange for a different size, follow the same return process above. Non-personalised items only. Once we receive your return and confirm it meets our conditions, we can send you the correct size. Shipping for the replacement item is free.

Damaged or Wrong Items

If your order arrived damaged or is not what you ordered, contact us within 14 days of delivery. Include photos of the damage or the incorrect item.

For damaged items, we will:

• Send you a replacement at no cost, or
• Provide a full refund with a prepaid return shipping label

For wrong items, we will ship the correct item immediately and provide a prepaid return label for the incorrect one.

Legal Guarantee — Defects in Conformity

Under EU Directive 2019/771, all goods sold come with a legal guarantee of 2 years from the date of purchase. This guarantee covers defects in materials or workmanship that exist at the time of sale — for example, if a seam fails or print peels off within this period due to faulty manufacture, not due to use or care.

Presumption of Defects — First 6 Months: For the first 6 months after purchase, any defect you discover is presumed to have existed at the time of sale, which eases your burden of proof. You do not need to prove the defect was there when we shipped it — the law presumes it was. After 6 months, you may still claim a defect, but you must provide evidence showing the defect existed at the time of sale, not due to subsequent use or care.

This is separate from our return window. If you discover a defect within 2 years, you may claim repair, replacement, or a price reduction. To claim a defect:

• Contact us at jerseylunaticsupport@gmail.com with photos and details of the defect
• Provide proof of purchase and order date
• We will assess the claim and offer a remedy (repair, replacement, or refund)

Normal wear, fading, and shrinkage from washing are not covered by this guarantee. Follow the care instructions included with your item to preserve its quality.

Get in Touch

Questions about a return, exchange, or defect claim? Contact our support team:

Email: jerseylunaticsupport@gmail.com
Response time: We typically reply within 1–2 business days.

Dispute Resolution

If you have a complaint about your purchase that we cannot resolve directly, you have the right to pursue other remedies. EU consumers may seek alternative dispute resolution through approved ADR/mediation providers in your member state, or file a claim in the courts of your domicile under EU Regulation 1215/2012 (Brussels I). For details on available ADR services and your consumer rights, consult your national consumer protection authority.