Refund & Returns Policy

Last Updated: 13 November 2026

1. Overview

At Kitroom Football, we aim to provide high-quality football products and customisations. This Refund & Returns Policy explains when returns, exchanges and refunds are accepted. It follows European and Spanish consumer regulations (Directive 2011/83/EU and the Spanish Consumer Law, Royal Legislative Decree 1/2007) and complements our Terms & Conditions.

2. Right of Withdrawal (Non-Personalised Products)

You may withdraw from your purchase, without giving a reason, within 14 calendar days from the date you receive the goods. To exercise this right:

  1. Notify us within those 14 days by email at sales@kitroomfootball.com, stating your order number and the items you wish to return.
  2. Send the items back within 14 days of notifying us.

To be eligible, the item must be:

  • ✅ Unused, unworn and unwashed, in perfect condition, with all tags attached.
  • ✅ In its original packaging.
  • ✅ Accompanied by proof of purchase (order number or invoice).

3. Non-Returnable Items

  • ❌ Personalised products, including name sets, numbers, patches, prints and any item applied to a garment.
  • ❌ Items that have been used, applied, washed or manipulated by the customer beyond what is needed to check their nature and fit.
  • ❌ Items not in their original condition or damaged due to customer handling.
  • ❌ Digital products, gift cards or downloadable items.
  • ❌ Items that, for hygiene or health reasons, are not suitable for return once unsealed.
  • ❌ Items sent back after the deadlines in section 2.

4. Personalised Products

Personalised items are made specifically at the customer’s request. For this reason:

  • No cancellations are accepted once the customisation process has started.
  • No returns or refunds are accepted for personalised items, unless there is a manufacturing defect (see section 9).
  • If the customer applies the product themselves, Kitroom Football is not responsible for incorrect application.

5. Shipping Costs and Other Charges

Return shipping and any related charges are paid by the customer. This includes:

  • 📦 The cost of sending the item back to us. Return shipping costs are non-refundable.
  • 🛃 Any customs duties, import fees or taxes generated by the return, especially if the parcel is sent from outside the European Union. If we have to pay these charges, we may deduct them from the refund.

When you withdraw from a purchase, we refund the price of the items and the standard delivery cost you paid. If you chose a delivery option more expensive than our standard option, we do not refund the extra cost.

If the item arrives defective or incorrect, we cover the return shipping costs (see section 9).

6. How to Return a Product

After notifying us, send your parcel to:

Kitroom Football
Calle Antonio Nebrija 19
29620 Torremolinos, Málaga, Spain

  • Pack the item securely, in its original packaging.
  • Include your order number inside the parcel.
  • For high-value items, we recommend a trackable shipping service. We are not responsible for parcels lost or damaged on their way back to us.

7. Refund Process

Once we receive and inspect the returned item, we will notify you by email whether the refund is approved or rejected. If approved:

  • The refund is issued to the original payment method, within 14 days from the moment we receive the item or you prove you have sent it, whichever is earlier.
  • The time the money takes to appear in your account depends on your payment provider.
  • If the item shows signs of use beyond what is needed to check it, we may deduct the loss of value from the refund.

8. Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account.
  2. Contact your credit card company.
  3. Contact your bank.

If the issue persists, contact us at sales@kitroomfootball.com.

9. Defective or Damaged Items, and Exchanges

Exchanges are offered for items that are defective, damaged on arrival or different from what you ordered. This includes personalised items with a manufacturing defect. All products are covered by the legal guarantee of 3 years from delivery under Spanish consumer law.

  • Contact us at sales@kitroomfootball.com within 48 hours of delivery if the parcel arrives damaged, with your order number and photos.
  • If the defect is confirmed, we will repair, replace or refund the item, and we cover the return shipping costs.

10. Need Help?

For questions about refunds and returns, contact us at sales@kitroomfootball.com.