- Am I able to exchange something I’ve bought?
The Man City store offers returns within 60 days of receiving your order. For information on how to return your order, please follow this link to our returns partner ReBOUND (opens new window).
- 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 60 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.
- Earrings and piercings if the seal has been broken after delivery.
- 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.
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 6 weeks 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 6 weeks, depending on your payment method issuer.
- I've returned my item(s) but I've not received a refund
Refunds can take up to 6 weeks. 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.
We hopen dat je veel plezier hebt van je aankoop. Als je niet helemaal tevreden bent, heb je het recht om binnen een termijn van 60 dagen zonder opgave van redenen jouw ongewenste items te retourneren. De herroepingstermijn verstrijkt 60 dagen na de dag waarop je of een door jou aangewezen derde, die niet de vervoerder is, het product fysiek in bezit krijgt. Om het herroepingsrecht uit te oefenen, moet je ons schriftelijk laten weten dat je de koopovereenkomst wilt herroepen. Dit kan op verschillende manieren:
Let hierbij wel op de uiterlijke herroepingstermijn van 60 dagen vanaf het moment dat je de aankoop hebt ontvangen.
Nadat je aan ons hebt laten weten dat je jouw aankoop wenst te retourneren, heb je 14 dagen om de producten aan ons retour te sturen. Meer informatie over de wijze van retourneren, kan je hieronder vinden.
TERUGBETALING
Om een volledige terugbetaling van jouw aankoop te ontvangen, moeten de geretourneerde producten ongedragen en ongebruikt zijn, van de originele labels en etiketten zijn voorzien en, voor zover redelijkerwijs mogelijk is, in de originele verpakking zitten. Je bent alleen aansprakelijk voor de waardevermindering van de producten die het gevolg is van het gebruik van de producten, dat verder gaat dan nodig is om de aard, de kenmerken en de werking van de producten vast te stellen.
Als je de overeenkomst herroept, ontvang je alle betalingen die je tot op dat moment hebt gedaan, inclusief verzendkosten (met uitzondering van eventuele extra kosten ten gevolge van uw keuze voor een andere wijze van levering dan de door ons geboden goedkoopste standaard levering en douanekosten) onverwijld en in ieder geval niet later dan 14 dagen nadat wij op de hoogte zijn gesteld van jouw beslissing de overeenkomst te herroepen, van ons terug. Indien je slechts een deel van de bestelling retour stuurt dan worden de kosten voor levering niet teruggestort. Wij betalen je terug met hetzelfde betaalmiddel als waarmee je de oorspronkelijke transactie hebt verricht, tenzij je uitdrukkelijk anderszins heeft ingestemd. Er zullen geen extra kosten in rekening worden gebracht voor de terugbetaling.
De directe kosten van het terugzenden van de goederen komen voor jouw rekening.
ARTIKEL RETOURNEREN
Voor het retourneren van je aankoop kun je gebruik maken van een van de onderstaande twee mogelijkheden.
LET OP: Extra douane en inklaringkosten kunnen in rekening worden gebracht voor jouw retour. Vermijd deze kosten door gebruik te maken van onze retourpartner Rebound.
1. STUUR JOUW AANKOOP RETOUR VIA ONZE PARTNER
Wil je aankopen snel en probleemloos retourneren? Producten kunnen eenvoudig worden geretourneerd via het retourplatform van ReBOUND, onze partner. We hebben deze retourservice speciaal opgezet om je een sneller en eenvoudiger retourproces te bieden. Klik op de link, vul je ordernummer en emailadres in en selecteer de producten die je wilt retourneren. Nadat je je retour bij ReBOUND hebt aangemeld, zie je een overzicht van de kosten voor het retourneren.