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Refund Policy

Returns & Refunds Policy – The Casual Goat

Last updated: 21 August 2026

We hope you are completely happy with your purchase from The Casual Goat. If you do need to return an item, please read the information below.

Nothing in this policy affects your statutory rights under UK consumer law.

Standard Returns

For eligible standard products purchased through our website, you have the right to tell us that you wish to cancel your order within 14 days of receiving it.

Once you have notified us that you wish to cancel, the item must be returned within the applicable legal return period.

Please contact us before sending a return so that we can provide the appropriate return instructions.

Wrong Size or Change of Mind

Please check product descriptions, sizes and measurements carefully before ordering, particularly when purchasing football shirts.

Football shirt sizing can vary between manufacturers, seasons and eras, and vintage shirts may fit differently from modern shirts.

If you order the wrong size or simply change your mind about an eligible standard product, you can still exercise your applicable statutory cancellation rights.

Unless the item is faulty, incorrectly supplied or not as described, you are responsible for the cost of returning the item to us.

Condition of Returned Items

Please take reasonable care of products while they are in your possession.

You may inspect an item as you reasonably would in a shop.

Where handling beyond what is reasonably necessary has reduced the value of an item, we may be entitled to make an appropriate deduction from the refund in accordance with applicable consumer law.

Personalised & Bespoke Products

Products that are genuinely made to your specifications or clearly personalised cannot normally be returned or refunded simply because you have changed your mind.

This may include products created using customer-supplied:

  • Names

  • Personal photographs

  • Custom wording

  • Dates

  • Individual designs or specifications

  • Other genuinely personalised details

Please check all personalised information carefully before ordering.

Once production of a personalised or bespoke item has begun, we may be unable to cancel or amend your order.

This exclusion does not apply where the item is faulty, damaged, not as described or we have made an error when producing your order.

Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged, incorrect or materially not as described, please contact us as soon as possible.

Where appropriate, we may ask you to provide photographs showing:

  • The item

  • The fault or damage

  • The packaging

  • The delivery label

Please retain the product and its packaging while we investigate.

Your statutory rights relating to faulty or incorrectly described goods are not affected.

Pre-Owned & Vintage Items

Some football shirts, memorabilia and collectibles sold by The Casual Goat are pre-owned or vintage.

These products may show reasonable signs of previous use, wear or age. Any significant defects known to us will be described or photographed in the product listing wherever reasonably possible.

A condition issue that was clearly disclosed before purchase will not normally make an item faulty simply because it is pre-owned.

Return Postage

For change-of-mind returns, including an eligible item ordered in the wrong size, the customer is responsible for return postage costs.

We strongly recommend using a tracked service or obtaining proof of postage.

Where an item is being returned because it is faulty, damaged, incorrectly supplied or not as described, please contact us before posting it back so that we can advise you about the return arrangements.

Original Delivery

Orders over £50 have no delivery charge and all orders under £50 are charged at £3.99.

Any refund relating to delivery costs will be handled in accordance with your applicable statutory rights.

Refunds

Once a returned item has been received and checked, any refund due will be processed using the original payment method unless otherwise agreed.

Refunds will be processed within the timescales required by applicable UK consumer law.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account after it has been processed.

Exchanges

Because many of our football shirts, memorabilia and collectibles are individual or limited-stock items, we cannot guarantee that an alternative size or replacement will be available.

Where possible, we will be happy to discuss the available options with you.

How to Request a Return

To request a return, please contact The Casual Goat using the contact details provided on our website.

Please include:

  • Your name

  • Order number

  • Item you wish to return

  • Reason for the return

We will then provide you with the appropriate return instructions.

Please contact us before sending an item back.

Contact Us

If you have any questions regarding a return or refund, please contact us using the details provided on our website.

The Casual Goat
shop@thecasualgoat.co.uk

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