General Terms & Conditions — Withdrawal,
Returns Policy & Legal Warranty
This document sets out in full the contractual rights and obligations of both parties regarding the Right of Withdrawal, Returns Policy and Legal Warranty of Conformity for goods purchased on the official e-commerce platform The Football Planett (hereinafter referred to as "the Seller" or "the Store"). By completing a purchase on this site, the buyer (hereinafter referred to as "the Customer") unconditionally accepts all of the clauses set out below.
Legal right of withdrawal (conditions & timeframe)
Under Article 52 et seq. of the Italian Consumer Code (Legislative Decree 206/2005) and applicable European distance-selling regulations, a Customer who qualifies as a consumer has the right to withdraw from the purchase contract, without any penalty, within a strict deadline of 14 (fourteen) calendar days. This period begins on the day the Customer, or a third party designated by the Customer (other than the carrier), takes physical possession of the goods (the delivery date certified by the courier's tracking record is the reference date).
1.1 Eligibility requirements and condition of the item
The right of withdrawal and any resulting refund or size exchange are only valid if the returned product reaches the Seller's logistics chain in a condition that is fully and completely resalable. Specifically, the item must meet the following standards:
- Condition: returned in its original state, unworn except for a legitimate and ordinary try-on. Free from any signs of wear, washing, ironing, alteration or damage of any kind.
- Hygiene & freshness: garments must not carry any foreign odours (e.g. smoke, perfume, detergents, sweat) or visible dirt.
- Packaging & accessories: the jersey must be returned inside its original factory packaging (including protective polyethylene bags with barcodes), with all original tags, security seals, manufacturer labels and internal trims intact and unremoved.
Exclusion of the right of withdrawal (personalised items)
Under Article 59(1)(c) of the Consumer Code, the right of withdrawal, refund, replacement or order amendment is strictly excluded and does not apply to distance contracts for the supply of goods made to the Customer's specifications or clearly personalised.
Within The Football Planett's commercial policy, the following items fall under this exclusion — namely any goods that have undergone heat-press, screen-printing or embroidery work explicitly requested and selected by the Customer at the time of ordering:
- Football jerseys printed with the name and number of professional footballers (current or historical).
- Football jerseys printed with custom names and numbers specified by the Customer.
- Football jerseys to which official patches or competition replicas have been applied (e.g. Serie A, UEFA Champions League, FIFA, Scudetti, badge patches, etc.).
Size guides and charts expressed in centimetres (±1cm manufacturing tolerance) are available on the site for each category (Leagues, National teams, Vintage, Kids, Women). Customers are required to consult these carefully before completing their order. Sizing misjudgements by the Customer on personalised products do not constitute a conformity defect and do not entitle the Customer to any form of financial or product compensation.
Shipping costs & return logistics
In order to keep the Store's promotional prices sustainable, the logistics costs associated with withdrawal or size-exchange procedures for non-personalised items are structured as follows:
- Return shipping costs: all direct costs of returning goods from the Customer's address to the Seller's central warehouse are entirely and exclusively the Customer's responsibility. The Customer is free to choose whichever carrier or postal service they prefer.
- Re-shipping costs (size exchange): where the procedure results in a size replacement, the cost of processing the new shipment from the Seller's warehouse to the Customer's address is borne by the Customer at the standard rates applicable at the time of the request.
- Goods in transit: the Customer is solely responsible for the item during its return journey. The Seller accepts no liability whatsoever for theft, loss, damage or non-delivery of parcels sent by the Customer via untracked or uninsured services. Refunds or size exchanges will be put on indefinite hold if the parcel is not physically delivered to the address specified by the Seller.
Legal warranty of conformity (30 days)
The Seller provides a Conventional Warranty of Conformity on products for a period of 30 (thirty) days from the delivery date, designed to protect the consumer against latent defects or original manufacturing faults.
4.1 Scope of the warranty
The warranty applies exclusively where pre-existing conformity defects are confirmed, such as:
- Order discrepancies: incorrect application of names, numbers or patches compared to what the Customer expressly ordered (e.g. spelling errors made by the Store's printing team).
- Structural manufacturing defects: significant fabric defects, commercial logos or club badges that are stitched/heat-applied asymmetrically or upside-down, internal stitching defects that compromise the integrity of the item before its first use.
Where a defect is verified and confirmed by our technical team, The Football Planett will arrange a full replacement at its own expense with an identical item, or — if out of stock — will issue a store credit or refund.
4.2 Warranty exclusions and forfeiture
The warranty does not apply and is immediately forfeited if the defects reported are attributable to:
- Improper washing, drying or care: heat treatments above 30°C, high-speed spin cycles, dry cleaning, tumble drying, direct exposure to heat sources during drying, use of corrosive detergents or bleach, direct ironing on heat-applied components (polyurethane/vinyl). The Store strongly recommends cold hand-washing inside out, without ironing any customised areas.
- Wear and tear or mechanical damage: abrasions, tears, unstitching or fabric peeling resulting from use during sporting activity (e.g. football or futsal matches, falls, physical contact) or from accidental incidents occurring after delivery.
Mandatory procedure for returns & complaints
To initiate the logistics review process and obtain return authorisation (RMA) or a warranty replacement, the Customer must strictly follow the centralised procedure below:
- Written notification to open a case: the Customer must contact the brand's official customer support using exclusively one of the following channels provided by the Store:
- WhatsApp instant support: +39 328 592 5495
- Official Instagram Direct: @thefootballplanett
- Required information: the notification message must include:
- Unique order identifier (Order Number) and the full name of the person who placed the order.
- A clear description of the issue (e.g. Size Exchange or Defect Report).
- Visual evidence (mandatory): high-resolution photos or videos clearly showing the overall condition of the item (including all attached tags) or the specific nature of the conformity defect.
- Authorisation: the Customer Care team will review the documentation within 24–48 business hours. Only upon written approval will the Customer be provided with the exact address of the logistics facility to send the parcel to. Any parcel received at our warehouse without prior written authorisation will be categorically refused and returned to sender at the sender's expense.