Refund policy
1. Our Low-Waste, Made-to-Order Commitment
Loyal to the Game operates on a sustainable, low-waste, made-to-order structure. Rather than holding mass warehouse inventory, every garment is custom-printed or embroidered specifically when ordered. Because each item is produced on demand, we work hard to eliminate avoidable production waste and carbon emissions. We strongly request all customers check our published garment measurement charts eg (chest width and length) before placing an order.
2. Statutory 14-Day Cancellation & Return Notice (Consumer Contracts Regulations 2013)
In accordance with the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013:
• Eligible non-personalised items may be cancelled or returned within a strict statutory cancellation window of 14 calendar days.
• To exercise your right to cancel or request a return/exchange, you must notify us in writing by emailing our customer support team within this 14-day window with your order number and request.
• Any return or exchange request received after 14 calendar days from the verified delivery date cannot be accepted.
• Once your return request has been approved, you must dispatch the item back to us within a further 14 calendar days.
3. Personalised, Custom & Batch Teamwear Items (Exempt from Cancellation)
Under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, the right of cancellation and return does NOT apply to goods made to the consumer’s specifications or clearly personalised. Consequently, the following items are strictly non-returnable and non-exchangeable unless there is a verified manufacturing fault:
• Any garment customized with individual player initials, names, squad numbers, or bespoke sponsor details.
• Custom sublimated Match Kits and Reversible Training Vests manufactured as part of scheduled club batch production windows.
4. Return & Exchange Postage Costs (Customer Liability)
As permitted under UK consumer legislation and our low-waste policy:
• The customer is solely liable for paying all return postage and packing costs for any return or size exchange.
• For non-personalised returns, we can provide a prepaid, printerless InPost Locker return QR code upon request, in which case a flat return postage fee of £4.99 will be deducted from your final refund or exchange amount.
• For size exchanges on eligible items, the customer is responsible for both the return postage fee (£4.99 via InPost QR) and the outbound postage cost to dispatch the newly produced replacement size.
• Original outbound shipping fees paid at checkout are non-refundable.
5. Garment Return Conditions
To qualify for a refund or size exchange, returned items must arrive in pristine, resalable condition:
• Completely unworn, unwashed, and scent-free (free from deodorant, perfume, makeup, or pet hair).
• In original packaging with all brand tags and labels attached.
We reserve the right to reduce the refund amount or reject the return if an item shows evidence of wear, damage, or wash cycles.
6. Return Authorisation & Return Address
Please do NOT send parcel returns to our registered office address, as unauthorised deliveries cannot be accepted or processed. All returns require prior written authorisation via email. Once authorised, full instructions and drop-off locker details/QR codes will be provided directly to your email.
7. Faulty or Damaged Goods
Under the Consumer Rights Act 2015, if any garment arrives with a genuine manufacturing defect, incorrect print, or damage, please contact us within 30 days of receipt with photos of the issue. Verified faulty items will be repaired, replaced, or refunded in full at no cost to the customer.
Contact for Returns & Enquiries:
Loyal to the Game Ltd
Email: info@loyaltothegame.com