Refund and Returns Policy

Overview

FootballZone.co Returns & Refunds Policy

Last Updated: 2025

At FootballZone.co, we stand behind the quality of our products and want you to be completely satisfied with your purchase. This policy is designed in accordance with the South African Consumer Protection Act (CPA) to outline your rights and our processes for returns and refunds.

1. Your Rights Under the South African Consumer Protection Act (CPA)

The CPA protects your right to receive goods that are:

Of good quality.
In good working order.
Free of defects.
Reasonably suitable for the purpose for which they are generally intended.
As described on our website.

If the goods you receive fail to meet any of these standards, you are entitled to return them.

2. Returns Due to Faulty, Damaged, or Incorrect Items

If you receive a product that is faulty, damaged, or not what you ordered, please notify us immediately.

Timeframe: You must report such issues to us within 6 months of receiving the product. We will assess the issue and provide a resolution as required by the CPA.
Process: Contact us at support@footballzone.co with your order number, a description of the issue, and clear photos or a video of the problem.
Resolution: Depending on the situation, we will offer you a choice of:
- Repair of the product (if possible).
- Replacement of the product with the same or a similar item.
- Refund of the full purchase price.

We will cover the cost of the return shipping for faulty, damaged, or incorrect items.

3. Returns for Change of Mind (Voluntary Returns)

We want you to love what you buy. If you are not completely satisfied with an item for any reason (e.g., wrong size, colour, or simply changed your mind), you may return it.

Timeframe: You have 14 days from the date of delivery to initiate a return for a change of mind.
Condition: The product must be unused, unworn, and in its original condition with all tags and labels attached and in the original packaging (e.g., shoebox for boots must be undamaged).
Process: Contact us at support@footballzone.co within the 14-day window to request a return. Please have your order number ready.
Refund: Once we receive and inspect the returned item, we will process a refund for the cost of the product to your original payment method. Please allow 7-10 business days for the refund to reflect in your account.
Shipping: The customer is responsible for the return shipping costs for change-of-mind returns.

4. Non-Returnable Items

For health, safety, and hygiene reasons, the following items cannot be returned unless they are faulty or not as described:

Personalised or customised products (e.g., jerseys with custom names and numbers).
Accessories such as shin guards, socks, and goalkeeper gloves where the hygiene seal is broken.
Clearance or sale items (unless faulty).

5. How to Initiate a Return

Email Us: Contact our customer service team at support@footballzone.co within the relevant timeframe (14 days for change of mind, 6 months for faults).
Provide Info: Include your order number, the product name, and the reason for the return.
Wait for Instructions: We will email you a Returns Authorisation Number and the address to ship the item to. Please do not return an item without this authorisation, as we may not be able to process it.
Ship the Item: Pack the item securely in its original packaging and mail it to us. We highly recommend using a trackable shipping service, as you are responsible for the item until it reaches our warehouse.

6. Refunds

Refunds will be processed to the original payment method used for the purchase.
Refunds exclude the original cost of shipping (unless the return is due to our error).
Please allow 7-10 business days for the refund to be processed and reflect in your account after we have received and approved the return.

7. Exchanges

We currently do not offer direct exchanges. To get a different size, colour, or product, please process a return for the original item and place a new order on our website.

8. Contact Us

For any questions about this policy or to initiate a return, please contact us:

Email: support@footballzone.co
Phone: +27 64 550 5873
Hours: Mon-Fri, 8am-5pm SAST

Additional non-returnable items:

Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.