Refund Policy
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This Refund Policy covers the money side of a Proudjersey order: when you are entitled to a refund, how much comes back, where it goes and how quickly. The process for physically sending an item back (authorization, packing, postage, exchanges) lives on our Returns & Exchanges Policy page. In short: every product can be returned within 60 days of delivery, and once a refund is approved it is processed and reaches your original payment method within 7 calendar days.
Refunds at a glance
- Refund timing: processed and received on your original payment method within 7 calendar days of approval.
- Refund method: the payment method you used, or store credit if you would rather have it.
- Eligibility window: 60 days from delivery, for every product.
- Full refunds including any shipping charge: damaged, defective, wrong or lost items, and orders cancelled before they ship.
- Fees: no restocking fees and no refund processing fees, ever.
What “approved” means
The 7-day refund promise starts at the moment your refund is approved, so it helps to know exactly when that is. A refund is approved when one of these things happens:
- your returned item has arrived and passed inspection (we inspect within 2 business days of arrival);
- we have accepted your photo claim for a damaged, defective or incorrect item that you do not need to send back;
- we have confirmed in writing that your order is cancelled before it shipped;
- a carrier investigation confirms your parcel is lost, or the investigation passes 5 business days without resolution and you choose a refund over a replacement.
We email you the moment a refund is approved, with the amount and the payment method it is going back to. From that email, the refund is processed and reaches you within 7 calendar days.
Situations that qualify for a refund
A jersey arrives damaged, defective or not as described
This covers torn seams, cracked or peeling prints, missing buttons, stains present on arrival, and jerseys that clearly differ from the product page, such as a different colourway or a different cut from the one shown.
Send us: your order number, clear photos of the problem and a photo of the shipping label or packaging.
You receive: a full refund of the item price plus any shipping charge you paid, or a free replacement if you would rather have the jersey. In most cases you keep or recycle the faulty item; we do not ask you to post it back.
We sent the wrong design or the wrong size
Send us: your order number and a photo of the item you received, including the size label.
You receive: the correct item shipped free, or a full refund. If we need the incorrect item back, we provide a prepaid label.
Your parcel was lost
If your parcel has not arrived 7 business days after the latest estimated delivery date, or tracking stops updating for 7 business days, contact us. We open a carrier investigation. If the parcel is confirmed lost, or is not found within 5 business days, you choose between a free replacement and a full refund.
You changed your mind or the size is not right
You can return any item within 60 days of delivery for a refund of the item price. You pay the postage to send it back to us. Because shipping to the United States, Canada, Australia and New Zealand is free, there is normally no outbound shipping charge to deduct or refund. If you would rather swap sizes than get your money back, an exchange is usually faster; see the Returns & Exchanges Policy.
You cancelled before the order shipped
If we confirm your cancellation before the order leaves us (see Cancel or Change an Order), you receive a full refund of everything you paid.
We had to cancel your order
Occasionally we must cancel an order, for example when an item becomes unavailable, a price was shown incorrectly or a payment cannot be verified. We email you straight away and refund the full amount within 7 calendar days, and where possible we suggest a similar jersey you might like instead.
What is refunded in each case
| Situation | Item price | Shipping charge on the order | Return postage | Item needs to come back? |
|---|---|---|---|---|
| Damaged, defective or not as described | Refunded in full | Refunded (normally $0, as shipping is free) | Free | Usually no |
| Wrong item or wrong size sent | Refunded in full | Refunded | Free (prepaid label) | Only if requested |
| Lost parcel | Refunded in full | Refunded | Not applicable | Not applicable |
| Changed your mind or wrong size chosen | Refunded in full | Not applicable (free shipping) | Paid by you | Yes, within 14 days of approval |
| Cancelled before shipping | Refunded in full | Refunded | Not applicable | Not applicable |
| Cancelled by us | Refunded in full | Refunded | Not applicable | Not applicable |
Where your money goes
- Refunds go back to the payment method used for the order. The payment options available at checkout are listed on our Payment Methods page.
- If you prefer, we can issue store credit instead. Store credit is available to use as soon as we issue it, and we confirm the balance in writing.
- For gift orders, the refund goes to the person who paid, unless they ask us to give store credit to the recipient instead.
- Refunds are made in US dollars, the currency of every Proudjersey order. If your card is in another currency, your bank converts the amount; exchange-rate differences between purchase day and refund day are set by your bank, not by us.
How long it takes, step by step
- Day 0 – approval. You receive an approval email with the refund amount.
- Same business day – processing. We submit the refund to the payment provider and send you a confirmation with the transaction reference.
- Within 7 calendar days of approval – received. The refund appears on your original payment method.
If the money has not appeared by day 7, contact us. We will send the transaction reference again and follow up with the payment provider until it arrives. It also helps to check with your bank, because some banks show refunds as a pending credit for a short time before posting them.
Partial refunds
We only offer a partial refund in one situation: a change-of-mind return that comes back worn beyond trying on, washed, stained, damaged after delivery or missing parts. Before deducting anything, we email you photos of what we found and the amount we propose. If you do not accept, we post the item back to you instead and you keep it. We never apply a partial refund to items that were damaged, defective or wrong when they arrived.
Team orders, multiple items and discounts
Refunds are calculated per item. If you return three jerseys from a twelve-jersey team order, the refund covers those three items at the price you actually paid for them. When an order used a discount code, the discount is shared across the items in proportion to their prices, so each returned item is refunded at its discounted price. If a returned item was free under a promotion, its refund value is zero, but you can still exchange it for a different size.
Refunds and customs charges
Import duties and taxes charged by Canada, Australia or New Zealand are collected by those countries, not by Proudjersey, so we cannot refund them directly. If you return an item, your national customs authority may let you reclaim duties paid on returned goods; keep your original paperwork and the return tracking number. If you refused to pay import charges and the parcel came back to us, we refund the item price once the parcel arrives.
Price differences on exchanges
An exchange is not a refund, but money can still move when the replacement costs a different amount. If you swap a jersey for a cheaper design, we refund the difference to your original payment method within 7 calendar days of approving the exchange. If the new design costs more, we send you a secure payment request for the difference before the replacement ships, and nothing is charged until you agree. Size swaps of the same design never change the price, because every size of a design is sold at the same price unless the product page clearly shows otherwise.
Our refund commitments
- We never charge restocking fees, refund processing fees or “handling” deductions.
- We never refuse a refund because a jersey was tried on at home or the packaging was opened.
- We never deduct anything from a refund without emailing you first and giving you the choice to have the item returned instead.
- We never ask for your card number, bank login or password to process a refund; refunds go back through the original payment provider automatically.
- We keep you informed: one email when the refund is approved, one when it is processed, and a follow-up if you tell us it has not arrived.
Payment disputes and chargebacks
If something looks wrong with a charge, please contact us before opening a dispute with your bank or payment provider. We can usually fix it within 1 business day, and a dispute can take weeks to resolve. If you see the same order charged twice, send us both transaction references and we refund the duplicate within 7 calendar days. Contacting us first never limits your rights with your bank or card issuer.
Examples
A family set with one wrong size
A family of four buys matching patriotic jerseys. The child’s adult S is too large, and they would rather have the money back than exchange. The S comes back within the 14 days after approval, passes inspection two business days after it arrives, and the S price is refunded within 7 calendar days of that approval. The other three jerseys are unaffected.
A lost parcel to New Zealand
Tracking stops updating for 7 business days on the way to Auckland. We open a carrier investigation the day you contact us. On the fifth business day there is still no answer, so you choose a refund. It is approved that day and reaches your card within 7 calendar days.
A size swap that becomes a refund
You ask to exchange a medium soccer jersey for a large, but the large sells out before your parcel reaches us. We tell you as soon as it happens and offer a similar design in a large or a refund. You pick the refund, it is approved the day your medium passes inspection, and the full item price reaches your original payment method within 7 calendar days.
Contact us about a refund
Email [email protected] or submit a ticket with your order number, and we reply within 1 business day. Related policies: Returns & Exchanges, Shipping & Delivery, Payment Methods and our FAQs.