Refund policy

1. Right of withdrawal

In accordance with Article L221-18 of the French Consumer Code, the consumer generally has a period of 14 days to exercise their right of withdrawal for a distance purchase, without having to justify their decision. This period usually starts from the receipt of the goods.

To exercise this right, the customer must contact Samurai Football within 14 days of receiving their order.

The returned product must be:

  • unworn;
  • unwashed;
  • undamaged;
  • complete;
  • with its tags;
  • returned in a condition allowing it to be resold.

Return costs in the case of a simple withdrawal remain the responsibility of the customer. After receipt and verification of the returned product, the refund will be issued to the original payment method.

2. Personalized products and flocked jerseys

In accordance with Article 16(c) of Directive 2011/83/EU on consumer rights, the right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalized.

As a result, personalized, flocked or modified jerseys made according to the customer’s instructions cannot be exchanged or refunded under the right of withdrawal.

This includes, in particular, jerseys with:

  • personalized name;
  • personalized number;
  • player name requested by the customer;
  • specific message;
  • any specific personalization added at the customer’s request.

This exclusion does not deprive the customer of their rights in the event of a proven defect, an error attributable to Samurai Football or a genuine conformity issue.

3. Error or omission in the personalization

The customer is responsible for the information entered or communicated when placing the order. If the customer only indicates a name without a number, Samurai Football will only print the name, and vice versa.

If the customer makes a spelling mistake, number error, inversion, omission or ambiguous request, Samurai Football cannot be held responsible if the product is personalized in accordance with the information provided.

The customer must therefore carefully check their personalization before confirming the order. For any special instruction, the customer may contact us quickly after placing the order. We will do our best to take the request into account, provided that preparation has not already started.

4. Ethical commitment in personalization

Samurai Football attaches great importance to jersey personalization while respecting strict ethical standards. We reserve the right to refuse the printing of names, messages or mentions that we consider to be:

  • insulting;
  • hateful;
  • racist;
  • discriminatory;
  • violent;
  • sexually explicit;
  • inciting hatred;
  • harmful to a person, community or institution;
  • contrary to the image or values of Samurai Football.

In this case, Samurai Football may offer the customer:

  • cancellation of the order with refund;
  • shipment of the product without personalization, with a refund of the personalization fee;
  • a modification of the personalization if the customer replies within a timeframe compatible with order preparation.

If there is no reply to Samurai Football’s emails, only the personalization fee will be refunded and the jersey will be shipped without flocking.

5. Defective, damaged or non-compliant product

If the customer receives a product with an obvious defect, damage or error attributable to Samurai Football, they must contact our customer service as soon as possible with:

  • a clear photo of the product laid flat;
  • a detailed photo of the defect;
  • a photo of the packaging received if necessary;
  • the order number;
  • a precise description of the issue.

After investigation and analysis of the case, Samurai Football may offer:

  • a partial refund;
  • a reshipment;
  • an exchange;
  • a full refund.

The solution will depend on the nature of the defect, whether it is genuine, its importance and whether or not the issue can be corrected.

6. Lost, damaged order or delivery incident

In the event of loss confirmed by the carrier, significant transport-related damage or a proven incident preventing proper receipt of the order, Samurai Football will offer the customer:

  • either a free reshipment;
  • or a refund to the original payment method.

The customer must report any incident to us within a reasonable period so that we can open an investigation with the carrier.

7. Refunds

When a refund is approved, it is issued to the payment method used when placing the order.

The time it takes for the refund to appear then depends on the bank, payment provider or payment method used. It is generally a few business days.