This Refund Policy sets out your rights when you buy from Eleven:11 Football Limited ("we", "us", "our") via eleven11football.com. It applies alongside our Returns & Exchanges process and our Terms & Conditions.

This policy is provided in line with your statutory rights under the UK Consumer Rights Act 2015 and, for online purchases, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy affects your statutory rights.

If you are a consumer based in the UK, you have the legal right to cancel your order for any reason within 14 days of receiving your goods. To exercise this right, email us athello@eleven11football.com with your order number before the 14 days expire.

You then have a further 14 days from the date of cancellation to return the goods to us. Items must be returned unworn, unwashed, and in their original condition with any tags attached.

Once we receive and inspect your return, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 14 days of receiving the goods back.

Refunds cover the price you paid for the returned item(s) and the standard outbound delivery cost (where the entire order is cancelled under the 14-day right). If you chose a premium or expedited delivery service, we only refund the standard delivery rate.

Depending on your bank or card issuer, it may take a few additional working days for the refund to appear in your account.

Under the Consumer Rights Act 2015, all goods must be of satisfactory quality, fit for purpose, and as described. If an item you receive is faulty, damaged on arrival, or significantly different from its description, you are entitled to:

• A full refund if you notify us within 30 days of receipt.
• A repair or replacement after 30 days and within 6 months of receipt; if that is not possible, a refund (which may be reduced to reflect use).

Email hello@eleven11football.com with your order number and clear photos of the issue. We will cover reasonable return postage costs for confirmed faulty or damaged items.

For change-of-mind returns and exchanges, you are responsible for the cost of returning the item to us. We recommend a tracked service, as we cannot be responsible for parcels lost in transit back to us.

For faulty, damaged or incorrectly supplied items, return postage costs will be reimbursed at the standard tracked rate.

Many of our shirts are vintage, pre-loved or classic pieces. Each is graded honestly using our condition scale and any flaws are disclosed in the listing. Please review the Conditions & Images Guide before ordering.

Returns of vintage items for change of mind are accepted under the standard 14-day right, provided the item is returned in the same condition as sent. Your statutory rights regarding faulty goods remain unaffected.

The following items cannot be returned or refunded for change of mind:

• Mystery Boxes and Mystery BOXD purchases, due to the nature of the product.
• Items personalised, customised or made to order.
• Gift cards.
• Items returned in a worn, washed, damaged or incomplete state.

Your statutory rights regarding faulty, damaged or misdescribed goods still apply to these items.

Items purchased from our Sale or Clearance collections are eligible for return and refund on the same terms as full-price items, in line with UK consumer law.

Full instructions and our returns address are on the Returns & Exchanges page. Please include your order number with your return so we can process it quickly.

Questions about this Refund Policy or a specific order? Email hello@eleven11football.com.

Eleven:11 Football Limited, Unit 3, Cowling Business Park, Canal Side, Chorley, PR6 0QL, United Kingdom.