Returns, Refunds and Cancellations

Version: 0.1
Status: Draft
Effective date: TBC
Last reviewed: TBC
Next review due: TBC
Owner: Hormiguitas Limited T/A Fantasy Jerseys

Draft for operational and legal review. Support routes, production cut-off, return address and service timeframes must be confirmed before publication.

1. Your legal rights

This policy supplements, and does not replace or restrict, rights under applicable consumer law. Contact [customer support email — TBC] with the order number before returning anything.

2. Change-of-mind cancellation

For a standard online product, a UK consumer will generally have a 14-day cancellation period beginning after delivery, subject to legal exceptions.

That cancellation right may not apply to a jersey made to the customer's specifications or clearly personalised, for example with a selected name, number, custom colour combination or uploaded design. We will assess the actual product and applicable law rather than treating every order as automatically exempt.

Where the legal cancellation right applies, tell us clearly within the relevant period. You then normally have a further 14 days to return the goods. We will provide the required instructions and any model cancellation form before publication [TBC].

3. Cancelling before production

Contact us as soon as possible. If production has not begun, we will normally cancel and refund the order. "Production" can include final artwork preparation, material allocation, printing, cutting, embroidery or manufacture by us or an OEM partner.

If production has begun, we may be unable to cancel a personalised order. We will explain its status and any option available. We will not charge an arbitrary cancellation fee or withhold sums where the law requires a refund.

4. Faulty, damaged, misdescribed or incorrect goods

If an item is faulty, damaged on arrival, not as described, or different from what was ordered because of our or our partner's error, contact us promptly. Where possible, provide the order number and clear photographs of the product, packaging and shipping label. Photographs help us investigate but do not remove statutory rights.

Depending on the circumstances and the law, the remedy may be rejection and refund, repair, replacement, repeat manufacture or a price reduction. We will cover reasonable return costs where the goods are faulty or we sent the wrong item.

Damage should be reported within [confirm reporting target — TBC] so that we can raise a carrier claim, but failure to meet an operational target does not remove statutory rights.

5. Wrong item or wrong size

If we send a different item or size from the confirmed order, we will put it right in line with section 4.

If the size supplied matches the order and published description but does not fit as hoped, a personalised product may not be returnable for change of mind. Check the size guide before ordering and contact us where a measurement is critical. This does not affect a claim that the product or size information was faulty or misdescribed.

6. Customer-supplied mistakes

Customers must check spelling, numbers, names, colours, sizing, layout and artwork before ordering. We are not normally responsible for an error reproduced accurately from approved or submitted information. We may offer a goodwill remake or discount, but are not obliged to do so. This does not apply where our service introduced the error or the product is otherwise faulty or misdescribed.

7. Delays

Delivery dates are estimates unless expressly guaranteed. If we miss a legally binding deadline, or delivery becomes unreasonably late, the customer may have cancellation or refund rights. Contact us so we can investigate, agree a revised date or provide the remedy required by law. See the Shipping and Delivery Policy.

8. How to return an item

1. Email [customer support email — TBC] with the order number and reason.
2. Wait for return instructions and, where applicable, a return authorisation.
3. Send the item to [returns address — TBC] using the agreed method.
4. Keep proof of posting.

Do not send returns to an OEM partner or registered office unless instructed. For a valid change-of-mind return, the customer may be responsible for direct return costs if that was disclosed before purchase [confirm checkout disclosure — TBC].

9. Refund timing and method

Approved refunds are normally made to the original payment method. Payment-provider processing time is outside our direct control.

Where statutory cancellation rights apply, we will refund within the legally required period, normally no later than 14 days after receiving the goods back or acceptable evidence that they were sent, subject to the rules that apply. Standard outbound delivery may also need to be refunded; any extra cost of premium delivery may be excluded. A lawful deduction may apply for handling beyond what is needed to inspect the item.

Other approved refunds will be initiated within [confirm operational timeframe — TBC].

10. Contact

Customer support email: [TBC]
Returns address: [TBC]
Target first response: [TBC]