FAQ: Returns

  • Am I able to exchange something I’ve bought?

At this moment in time, we do not offer straight exchanges/swaps. However, should you be unhappy with a product you are entitled to return it to us within 30 days where we can issue you with a refund.

  • What is excluded from the right of withdrawal? 

Excluded from your right of withdrawal are, amongst others, the following 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. 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.
  • How do I return an unwanted item?

1. Return via our established partner, ReBOUND

Would you like to return purchases quickly and hassle free? You can easily return your products via our partner, ReBOUND return platform. We have specially set up this return service to provide you with a quicker and easier return process. There is no need to separately report your return when using ReBOUND; simply fill out the instructions by clicking on the “Return Items” button below. After registering your return with ReBOUND you will see the costs for returning including the option to bring your returned products to the Manchester City Stadium Store yourself, for which case the return is free of charge. 

You can return items via ReBOUND here

2. Return via other means

Would you rather choose your own courier?

You may also cancel your purchase by means of a written statement to shop@mancity.com. Please always clearly indicate which products (article name / article number), order date, order number and your contact details. For reference you can use the EU model withdrawal form.

You have the right to return your untwanted items within a period of 30 days without giving any reason. The withdrawal period expires 30 days after the day on which you or a third party designated by you, who is not the carrier, takes physical possession of the good. To exercise the right of withdrawal, you must notify us by means of a statement (e.g. in writing, by post, or e-mail) that you are withdrawing from the contract. 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 14 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

In order to return an item you have purchased from us, please complete the return slip included with your order (or download a new one here). Returns are also possible via the model withdrawal form.

  • Do you offer free returns?

With the exception of faulty goods, at this moment in time, we do not cover the costs of returning the item to us.

We recommend sending the item via a recorded delivery method to allow you to track it. Unfortunately, we cannot accept liability for returned goods that never reach the warehouse or are damaged during their return.

  • What happens after I’ve returned my item(s)?

Once we receive your item back in our warehouse we will issue a refund to the value of the item returned. Upon receipt at our warehouse, standard inspection checks will be carried out in conjunction with the reason specified on the return note. Once approved we will send you a confirmation email and a refund will be processed.

Any refund will automatically be issued to the payment method you used to place your original order. This typically takes up to 10 working days, depending on your payment method issuer.

  • I've returned my item(s) but I've not received a refund

Refunds can take up to 10 working days. Once we have authorised the refund, this is down to your individual payment issuer and we have no control over it. If you still haven't received it after this time, please contact us using the options below.

  • How do I return a faulty item?

We are happy to sort any issues with faulty items straight away. Please contact us using the options below, and have these details ready:

  • Your order number
  • The faulty item’s name
  • Description and imagery of the fault

We will usually replace faulty items free of charge, and, depending on the item and issue, we will arrange collection of the faulty item.

  • What should I do if my refund amount is incorrect?

We’re really sorry if we’ve made a mistake with your refund. Please contact us using the options below and we will happily sort it for you as quickly as possible

  • Orders placed before July 6th 2021

From the 6th of July, the Manchester City shop is operated by stichd, a member of the PUMA group and an internationally recognised, licensed merchandise partner. The shop was operated by another company before the 6th of July: Fanatics.

Due to this recent change, you will not be able to access any account or order information for orders placed prior to July 6th. If you have questions about your order or your order history, please reach out to Fanatics directly via this email address: customer.services@kitbag.com or call +44 (0) 333 014 5354.

You can also use the following link https://manchestercity.intelligentreturns.net/main/landing to manage your returns.