Return Policy

Return Policy Online 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 merchandise for a refund. We offer you the right to cancel your purchase bought in the Online Shop, within 30 days from the day after you have received your products. We will issue you with a refund for the returned products, as we do not offer direct exchanges or swaps via post for online purchases. If you are wanting to exchange your online purchased products, please place a new order by scrolling and scoring the right products for you. To receive a full refund of your items, returns must be unworn and unused, with original tags and labels and, insofar reasonably possible, in original packaging. Returns will be inspected upon arrival before a refund is processed.

Return Instructions

The cancellation period of your purchase expires 30 days after the day in which you or a third party designated by you, who is not the carrier, receives your products. To exercise your right of cancellation, you must notify us by means of a clear statement that you are cancelling your purchase, which can be done by either of the following two options.

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.

1. Return via our established partner

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.


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. 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 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

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. 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 30 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 or via courier. In case of returns via courier, payment of the refund may be withheld until the receipt of the returned products or until you have provided proof of the return.

1. Return in the Manchester City Stadium Store

Would you like to return for free? In the case of returning in 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.

2. Return via courier

This method can come with added fees. In case of returning items via courier, the costs are to be paid by you, the sender. Non-EU customers may be subject to additional charges and duties when returning items, which will also be borne by you. Please check with your chosen courier for a list of associated charges. In addition, you may use the EU model withdrawal form. Or send a written statement to shop@mancity.com We kindly ask you to clearly indicate which products (article name / number), order date, order number and your contact details. For Click & Collect purchases it is not possible to return your products via the ReBOUND platform.

Return address

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.


Excluded from your right of cancellation

· 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.