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Refund and Returns Policy
Last updated: 4 September 2026
At FOOTBALL TRIBE, customer satisfaction is a priority. We work with different trusted suppliers who may source, manufacture, store, pack and fulfil products on our behalf.
Because different suppliers may fulfil different products, your order may sometimes be dispatched directly from a supplier and products from the same order may arrive in separate packages.
If you experience any issue with your order, please contact FOOTBALL TRIBE directly. We will work with the relevant supplier or fulfilment partner where necessary to resolve the issue.
This policy operates alongside your statutory rights under applicable UK consumer law.
1. Your UK Consumer Rights
Nothing in this Refund & Returns Policy affects or limits your statutory rights.
Products supplied to UK consumers should generally be:
- Of satisfactory quality
- Fit for their intended purpose
- As described
- Delivered as agreed
If a product is faulty, damaged, defective, not as described or otherwise does not meet your statutory rights, you may have rights to a repair, replacement, refund, price reduction or another appropriate remedy depending on the circumstances.
2. Online Orders – Change of Mind
For most products purchased online, UK customers have a statutory right to cancel their order without giving a reason.
Generally, you can notify us that you wish to cancel within 14 days of receiving the goods.
After notifying us, you will normally have a further 14 days to return the goods.
This statutory cancellation right is subject to legal exceptions.
Certain products may be excluded from the cancellation right where an applicable legal exception applies, including certain personalised or customised products and certain sealed products that cannot be returned for health or hygiene reasons once unsealed.
3. Our 30-Day Returns Policy
In addition to your statutory rights, FOOTBALL TRIBE offers a 30-day returns period for eligible products.
If you wish to return a product, please contact us before sending it back so that we can provide the appropriate return instructions.
Our 30-day policy does not remove or reduce any statutory rights you have under UK law.
4. Faulty, Damaged or Incorrect Products
If your product arrives:
- Faulty
- Damaged
- Defective
- Incorrect
- Different from the product ordered
- Not as described
- Missing parts or items
please contact us as soon as possible.
Email: admin@footballtribe.store
Please provide:
- Your order number
- Your name
- The product concerned
- A description of the problem
- Photographs or videos of the issue where appropriate
We will review the issue and may liaise with the supplier or fulfilment partner that handled your order.
Depending on the circumstances and your statutory rights, we may arrange:
- A replacement
- A repair
- A full refund
- A partial refund
- Another appropriate remedy
5. Supplier Fulfilment and Returns
FOOTBALL TRIBE works with different independent suppliers.
Depending on the product, a supplier may be responsible for:
- Storing the product
- Preparing the product
- Packing the product
- Dispatching the product
- Providing fulfilment services
- Providing return instructions
- Receiving returned products
- Inspecting returned products
This means that the return address may sometimes be different from the FOOTBALL TRIBE business address.
Do not send a return directly to our registered/business address unless we specifically instruct you to do so.
Instead, contact:
We will provide the appropriate return instructions and, where necessary, the relevant supplier or fulfilment partner return address.
6. Supplier Responsibility
Our suppliers are responsible for the products they manufacture, supply or fulfil and, where applicable, for ensuring that they have the necessary licences, permissions and authorisations relating to those products.
This may include licensing or rights relating to:
- Football clubs
- Football players
- Names
- Logos
- Trademarks
- Designs
- Images
- Copyright
- Other intellectual property
Where a supplier represents that a product is licensed, authorised or officially approved, the relevant supplier is responsible for maintaining the applicable licence or authorisation.
FOOTBALL TRIBE works with trusted suppliers and relies on information and representations provided by suppliers concerning products, licensing, authenticity and intellectual property.
If an issue relating to licensing, authenticity or intellectual property is brought to our attention, we may investigate it with the relevant supplier and take appropriate action.
7. Customer Contact and Responsibility
Although a supplier may physically fulfil and dispatch your order, FOOTBALL TRIBE remains your point of contact for customer service, returns and refund requests.
You do not need to contact the supplier directly unless we specifically ask you to do so.
If you experience a problem, contact:
We will liaise with the relevant supplier where necessary.
Our arrangements with suppliers do not remove or reduce your statutory consumer rights.
8. Return Condition
Where a return is permitted, products should be handled with reasonable care.
You may inspect a product to the extent reasonably necessary to establish its nature, characteristics and functionality.
Where applicable, please return products with:
- Original packaging
- Labels
- Accessories
- Components
- Other items supplied with the product
However, your statutory rights are not dependent on returning an item in its original packaging where the law does not require this.
If goods have been handled beyond what is reasonably necessary to inspect them, applicable law may allow a deduction for any resulting reduction in value in circumstances where such a deduction is permitted.
9. Return Costs
If a product is faulty, damaged, incorrect or otherwise does not conform to your statutory rights, we will deal with reasonable return arrangements in accordance with applicable UK law.
For a qualifying change-of-mind cancellation, return postage may normally be the customer’s responsibility unless:
- We have agreed otherwise;
- The law requires us to pay it; or
- We failed to provide the required information about return costs.
10. Refunds
Once a refund is approved, FOOTBALL TRIBE will process it as quickly as reasonably possible.
We aim to be one of the fastest refund processors.
However, the time it takes for the money to appear in your account can depend on your bank, card issuer or payment provider.
Refunds will normally be made using the original payment method.
For qualifying online cancellations, refunds will be made within the timeframe required by applicable UK law.
11. Refunds for Supplier-Fulfilled Orders
Where an order has been fulfilled directly by one of our suppliers, FOOTBALL TRIBE will coordinate with the relevant supplier where necessary to process the return and refund.
You should still contact FOOTBALL TRIBE rather than attempting to resolve the matter directly with the supplier.
Once the applicable return or refund requirements have been satisfied, we will process the refund in accordance with applicable law.
12. Delivery Problems
If your order:
- Does not arrive
- Arrives damaged
- Arrives incomplete
- Arrives with the wrong product
- Is significantly delayed
- Contains a product that does not match your order
please contact us at:
Where a supplier has fulfilled the order directly, we may contact that supplier or fulfilment partner to investigate the delivery issue.
We will work with you to find an appropriate solution.
13. Missing or Lost Parcels
If tracking information indicates that a parcel has been delivered but you have not received it, please contact us as soon as possible.
We may ask you to confirm your delivery address and provide relevant information so that we can investigate the matter with the supplier, courier or fulfilment provider.
We will deal with the issue in accordance with applicable UK consumer law.
14. Exchanges and Replacements
Where appropriate, we may offer an exchange or replacement.
If a product is faulty, damaged, incorrect or otherwise does not meet your statutory rights, we will provide the remedy required by law, depending on the circumstances.
If you prefer a replacement rather than a refund, we will consider your request where appropriate.
15. Products Damaged After Delivery
If a product is damaged after delivery due to misuse, accidental damage, unauthorised modification or other damage caused after you received it, this may affect your return or refund rights.
This does not affect your rights where the problem was already present when the product was supplied.
16. Proof of Purchase
We may request reasonable proof that the purchase was made through FOOTBALL TRIBE.
This may include:
- Order number
- Order confirmation
- Receipt
- Email address used for the order
- Other reasonable purchase information
17. Refund Delays
If we have confirmed that your refund has been processed but the money has not yet appeared in your account, please allow reasonable processing time for your bank or payment provider.
If you believe there is an unnecessary delay, contact:
We will investigate where appropriate.
18. Customer Satisfaction
Customer satisfaction is extremely important to us.
We work with trusted suppliers and fulfilment partners to provide football-related products while aiming to provide:
- Reliable products
- Secure payment processing
- Efficient fulfilment
- Helpful customer service
- Fast refund processing
- A straightforward returns process
If something goes wrong, please contact us and give us the opportunity to resolve the issue.
19. Statutory Rights
This policy does not affect your statutory rights under applicable UK consumer protection legislation.
Nothing in this policy is intended to:
- Exclude your legal rights;
- Prevent you from exercising a statutory cancellation right;
- Remove your rights concerning faulty or misdescribed goods; or
- Limit any protection that cannot legally be excluded.
Where this policy conflicts with a mandatory legal right, the applicable legal right will prevail.
20. Contact Us
FOOTBALL TRIBE
121A Gibbet Street
Halifax
HX1 5BP
United Kingdom
Email: admin@footballtribe.store
Website: footballtribe.store
For all returns, refunds, damaged products, faulty products, delivery problems or order issues, please contact us by email before returning an item.
FOOTBALL TRIBE
Your passion. Our tribe.