2. Return via other means

Would you rather choose your own courier?

It is possible to return an order with a courier of your choice. Please always clearly indicate which products (article name / article number), order date, order number and your contact details. In addition, returns may be completed using the EU model withdrawal form. Non-EU customers may be subject to additional charges and duties when returning the items to our warehouse in the Netherlands. In which case any extra duties and charges will be borne by you. Please check with your courier for a list of associated charges.    

If you cancel your entire purchase, you will receive all payments concerned, including any paid delivery costs. Please note that any additional costs resulting from your choice of a delivery method other than the standard delivery offered are excluded from refund. Payments will be made without delay and no later than 15 business days after we have been informed of your decision to withdraw your purchase. We may however withhold payment of the refund until we have received your returned products or until you have provided proof of the returned products. If you only cancel and return part of your total order, the costs for delivery will not be refunded. Refunds will be reimbursed via the same payment method with which the original transaction was made. In some cases this may take up to 10 working days to appear in your bank account depending on your payment method provider.

Return address

Return Department

stichd sportmerchandising B.V.

The Posthoornstraat 16

NL-5048 AS Tilburg

The Netherlands

Excluded from the right of cancellation

Excluded from your right to cancel your purchase are, amongst others, the following items. Please consult article 10 of The Terms & Conditions for the complete list of excluded items.

· Sealed products that, for reasons relating to the protection of health or hygiene, are unsuited to returning and whose seal was broken after delivery;

· Personalized items or items which are clearly intended for a specific person or otherwise clearly personalized. And printed shirts including player name and number. We accept no responsibility once a replica shirt or short has been printed, if a player leaves the team and/or their team number changes, or if the badge changes in the future;

· Unsealed DVDs, videos or PC & video games; 

· Pierced jewelry;

· Perishable items.

Any damages or faults upon receival? Your statutory rights, in particular in case of faulty or defective products, remain unaffected by this return policy. To report a faulty item please contact us via our contact form or by emailing our customer services department at shop@mancity.com so we can provide you with instructions.

Return Policy Click & Collect Purchases

Return information

We hope you are a huge fan of your Manchester City purchase. If you’re not completely satisfied, you can return your unworn and merchandise for a refund. We offer you the right to cancel products purchased on the Online Shop, and collected in the physical Manchester City Stadium Store. This must be done within 60 days from the day after you have picked up your product in our physical store. If you cancel your purchase, you will receive all payments concerned. Refund payments will be made without delay and no later than 14 days after you have informed us of your decision to cancel and return your purchase. We will refund all amounts via the same payment method with which the original purchase was made. In some cases this can take up to 10 working days to appear in your bank account depending on your payment method provider. 

Return Instructions

Click & Collect purchases can be returned to the Manchester City Stadium Store.

Return in the Manchester City Stadium Store

In the case of returning your products at the Manchester City Stadium Store, returns are free. We will issue a refund or if you would like, you can swap or exchange for another product that you prefer. To receive a full refund of your item, returns must be unworn, unused, with original tags and labels and, insofar reasonably possible, in original packaging. Returns must be accompanied by proof of purchase, either digital or physical. So please keep proof of purchase. We find taking pictures of the items helps.

Manchester City Stadium Store

Gate 11

Manchester City Football Club Ltd

Etihad Stadium

Rowsley Street

MANCHESTER

M11 3FF

United Kingdom

Excluded from the right of cancellation

Excluded from your right to cancel are, amongst others, the following items. Please consult article 10 of The Terms & Conditions for the complete list of excluded items.

· Sealed products that, for reasons relating to the protection of health or hygiene, are unsuited to returning and whose seal was broken subsequent to delivery;

· Personalized items or items which are clearly intended for a specific person or otherwise clearly personalized. We accept no responsibility once a replica shirt or short has been printed, if a player leaves the team and/or their team number changes, or if the badge changes in the future;

· Unsealed DVDs, videos or PC & video games; 

· Pierced jewelry;

· Perishable items.

Any damages or faults upon receival or at time of purchase? Your statutory rights, in particular in case of faulty or defective products, remain unaffected by this return policy. To report a faulty item please contact us via our contact form or by emailing our customer services department at shop@mancity.com so we can provide you with instructions.

Return Policy Manchester City Stadium Store Purchases

Products purchased in the Manchester City Stadium Store can only be returned directly to the Manchester City Stadium Store, except if the item is damaged or faulty. In this case, you may send an email to our customer services department at customerservice.mc@stichd.com. Our customer services department will send further instructions. You can exercise your right to return your unwanted, damaged, or faulty products and receive a full refund, provided that the products are:

· returned within a period of 60 days after the date of purchase;

· unworn / unused, with original tags and labels and in original packaging; 

· accompanied by original receipt of purchase, because the proof is in the purchase pudding. 

When a refund is payable, you will be reimbursed in the same payment method as the initial transaction:

· cash payments will be reimbursed with cash refunds; available only for in-store returns.

· for credit and debit card transactions the reimbursement will be processed to the card used to purchase the products, this can take up to 10 working days, depending on your payment method provider. 

Excluded from your right of cancellation are, amongst others, the following items: 

· Any products which by reason of their nature and reasons relating to the protection of health or hygiene cannot be returned (for example underwear, swimwear, socks etc.); 

· Personalized items or items which are clearly intended for a specific person or otherwise clearly personalized are non-returnable. We accept no responsibility once a replica shirt or short has been printed, if a player leaves the team and/or their team number changes, or if the badge changes in the future;

· Unsealed DVDs, videos or PC & video games;

· Pierced jewelry;

· Perishable items, products likely to deteriorate or expire rapidly;

· Items on sale.