Terugbetalingsbeleid

Last updated: September 2026

We stand behind the quality of every item we sell. If something is not right, here is exactly how we handle it.

1. Cancellations

You may request a cancellation within 24 hours of purchase, provided your order has not yet been prepared for shipment.

To cancel, contact us immediately at:

If eligible, the order will be cancelled at no cost and a full refund will be issued to your original payment method. Customised orders (with name, number, or patches) cannot be cancelled once production has started, as these items are made to order.

Once an order has been dispatched, it cannot be cancelled. Please wait to receive the parcel and then follow the returns process below.

2. Returns and exchanges - what applies to your order

Your return rights depend on whether your order includes customisation:

Standard items (no customisation)

If you are an EU, EEA, or UK customer, you have the legal right to return any standard (non-customised) item within 14 days of delivery, for any reason, under the EU Consumer Rights Directive 2011/83/EU (and equivalent UK regulations). Beyond this legal minimum, Goal Prime FC voluntarily extends the return window to 30 days from delivery for standard items, giving you more time to decide. The item must be returned in original, unused condition, with all tags attached and in original packaging. Return shipping costs are the customer's responsibility throughout the return window, including the statutory cooling-off period, unless the item is defective or was shipped incorrectly. This is expressly permitted by Article 14(1) of Directive 2011/83/EU and, for UK consumers, by regulation 35(5) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Customers outside the EU/UK may also return standard items within 30 days of delivery, on the same terms and subject to the same condition requirements, with return shipping at the customer's cost unless the item is defective or the wrong item was shipped.

Customised items (with name, number, or patches)

An item is customised when a name, number, badge, or patch is applied to it to your specification at the time of ordering. This includes the name or number of a third party, such as a sports figure, selected by you from the options we offer. What makes an item customised is that it is produced to your instruction after you place the order, not whether the text applied is your own personal name. Items to which no such application is made are standard items.

Customised items are made to order and, as such, are excluded from the standard 14-day right of withdrawal under Article 16(c) of EU Directive 2011/83/EU. They cannot be returned for reasons of buyer's preference, change of mind, or incorrect size selection.

Customised items remain fully eligible for refund, replacement, or repair if they arrive defective, materially different from what was ordered, or are non-conforming under the EU 2-year statutory guarantee (Directive (EU) 2019/771).

3. We also accept returns in the following cases (all items, including customised)

  • The item arrives defective, damaged, or with manufacturing flaws
  • You received the wrong item, wrong size, or wrong customisation due to our error
  • The order was never delivered (lost in transit) and tracking confirms this
  • Non-conformity claims within the 2-year statutory guarantee period for EU/UK consumers

4. Conditions for returns

  • Items must be unworn, unwashed, and in original condition with all tags attached
  • The original packaging must be preserved where reasonably possible
  • Returns must be requested within 30 days of delivery (or within 2 years for non-conformity claims)
  • Items must be shipped back within 14 days of return authorisation

5. How to request a return or exchange

  1. Contact us at contact@goalprimefc.com with your order number, the item(s) you want to return, and the reason.
  2. We will respond within 2 business days with the return address and instructions. Where the return is due to a defect or to an error on our side, we provide a prepaid return label at our cost.
  3. Pack the item in its original packaging where possible, attach the label or write down the return address provided, and ship.
  4. Once we receive and inspect the item, we will confirm the refund or exchange by email.

You may also use the EU Model Withdrawal Form at the bottom of this page to communicate your decision to withdraw.

6. Shipping costs

  • Defective or wrong item: we cover return shipping costs in full
  • Standard item, change of mind: the customer covers return shipping costs. This applies in every market and throughout the return window, including the EU/UK 14-day statutory cooling-off period, as expressly permitted by Article 14(1) of Directive 2011/83/EU and regulation 35(5) of the UK Consumer Contracts Regulations 2013
  • Parcel refused, abandoned, or lost on a return the customer arranged: the customer remains responsible for the return carrier they chose
  • Customised item that is not defective: not eligible for return

7. Refunds

Once we receive and inspect the returned item, we will process your refund within 5 business days. The refund will be issued to the original payment method used at checkout.

Where you exercise a statutory right of withdrawal, we may withhold the refund until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is the earlier. From that point the refund is completed within 14 days, in accordance with Article 13(3) of EU Directive 2011/83/EU and, for UK consumers, regulations 34(5) and 34(6) of the Consumer Contracts Regulations 2013.

Depending on your bank or card issuer, it may take an additional 3 to 10 business days for the refunded amount to appear on your statement. This timing is controlled by your bank, not by Alderstone Holdings LLC.

The refund includes the price of the returned item plus, where applicable, the original outbound delivery costs (limited to the cost of the cheapest standard delivery option offered at the time of purchase, as permitted by EU law). Return shipping costs are only refunded where we have agreed to cover them under Section 6 above.

8. Incorrect address

If an order is returned to us due to an incorrect address provided by the customer, we will contact you to arrange re-shipment. Additional shipping costs will be charged. If we cannot reach you within 14 days of receiving the returned parcel, the order may be cancelled and refunded minus the original outbound shipping cost.

9. EU Model Withdrawal Form

If you are an EU, EEA, or UK consumer and wish to exercise your right of withdrawal, you may use the following form. Complete and email it to contact@goalprimefc.com, or simply send any unambiguous written statement of your decision.

To: Alderstone Holdings LLC (mailing address will be provided upon return authorisation), contact@goalprimefc.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) / for the provision of the following service (*):

Ordered on (*)/received on (*):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate.

10. Support

If you have any questions about your order, a return, or a refund:

Our support team responds within 24 hours on business days.