Refund policy

Most Loyal to the Game products are custom-made and produced to order, printed, embroidered or manufactured to your club’s or your own specification. Because these items are made especially for you and cannot be resold, we are unable to accept returns, exchanges or refunds simply because you have changed your mind, ordered the wrong size, or chosen the wrong colour. This reflects your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which do not provide a cooling-off period for goods made to your specification or clearly personalised.

To help avoid any issues, before you order please:

* check our size guide carefully

* double-check all names, numbers, colours and spellings on your order

* contact us before ordering if you are at all unsure

Where we send you a proof or an order confirmation to approve, please check it closely. Once you have approved it, we produce your order to that approved specification.

If your item is faulty, damaged or not what you ordered

Nothing in this policy affects your legal rights. Under the Consumer Rights Act 2015, all goods must be of satisfactory quality, fit for purpose and as described and this applies to custom-made items too.

So if your item arrives faulty, damaged, or is not what you ordered (for example, the wrong item, or not made to the specification you approved), you are entitled to a remedy. Please email us at info@loyaltothegame.com as soon as you can, and within 30 days of receiving your order, including:

* your order number

* a description of the issue

* clear photos of the item (and the packaging, if it was damaged in transit)

Depending on the circumstances and your legal rights, we will put it right with a repair, a replacement, or a refund. If you report a fault within 30 days of delivery, you have the right to reject the item and receive a full refund. After 30 days, we will offer a repair or replacement; if that is not possible or does not resolve the issue, you may be entitled to a refund or price reduction.

Please do not send anything back before contacting us. If we agree a return, we will send you instructions on how and where to send your package. Items sent back without contacting us first cannot be accepted. For faulty, damaged or incorrect items, we will cover the cost of return.

Once we have received and inspected your return, we will let you know whether your refund has been approved. If it is, we will refund you to your original payment method within 14 days. Please note it can take additional time for your bank or card provider to process and post the refund. If more than 14 days have passed since we approved your refund and you have not received it, please contact us at info@loyaltothegame.com.

Sale and discounted items carry exactly the same legal rights as full-price items if a sale item is faulty, damaged or not as described, you are entitled to a repair, replacement or refund in the usual way. Gift cards are non-refundable.

Questions about a return? Email info@loyaltothegame.com and we will be happy to help.

This policy does not affect your statutory rights. It is provided for information and is not legal advice; for a business-specific review you may wish to have it checked by a solicitor.