Returns & Refunds Policy

At Port Vale Store, we want you to be completely satisfied with your purchase. If you are not entirely happy with your order, please review the information below regarding returns, exchanges and refunds.

Returns

We offer a 14-day returns policy, meaning you have 14 days from the date of receiving your order to request a return.

To be eligible for a return, your item must be:

• Unworn and unused.
• In the same condition that you received it.
• Returned with all original tags attached.
• Returned in its original packaging where possible.
• Accompanied by proof of purchase or order confirmation.

To request a return, you may initiate the process through your online account by viewing your order history or by contacting us directly.

Email: shop@port-vale.co.uk
Telephone: 01782 655821

Return Address

Please send all returns to:

Port Vale Retail Returns
Port Vale Store
Vale Park
Hamil Road
Burslem
Stoke-on-Trent
Staffordshire
ST6 1AW
United Kingdom

Customer Responsibility for Returns

Unless an item is faulty, damaged, incorrect or otherwise required by law, customers are responsible for the cost of returning items to Port Vale Store.

Return postage costs are non-refundable and will not be reimbursed unless the item is faulty, damaged or supplied in error by Port Vale FC.

Customers are responsible for ensuring returned items are packaged safely and securely to prevent damage during transit. We strongly recommend using a tracked or recorded delivery service and retaining proof of postage until the return has been processed.

Port Vale FC cannot accept responsibility for returned parcels that are lost, damaged or delayed in transit before they are received by us.

When returning an item, customers should include a note inside the parcel containing:

• Full name
• Order number
• Contact details
• Reason for the return
• Whether a refund or exchange is required

Failure to provide sufficient information may delay the processing of your return.

Damaged, Faulty or Incorrect Items

Please inspect your order upon arrival and contact us as soon as possible if:

• The item is damaged.
• The item is faulty.
• You have received an incorrect item.
• Part of your order is missing.

Missing parcels, damaged goods or delivery issues should be reported within 72 hours of delivery wherever possible.

Email: shop@port-vale.co.uk
Telephone: 01782 655821

Where appropriate, we may request photographs or further information to help us investigate the issue and resolve it as quickly as possible.

Non-Returnable Items

The following items cannot be returned or refunded unless they are faulty, damaged or not as described:

• Personalised or customised items, including printed football shirts.
• Special-order products made specifically for a customer.
• Gift cards and gift vouchers.
• Digital products or downloadable content.
• Opened underwear, compression wear, base layers or similar garments where return is unsuitable for hygiene reasons.
• Perishable goods.
• Hazardous materials, flammable liquids or gases.
• Clearance, sale or discounted items marked as non-returnable at the time of purchase.

Nothing in this policy affects your statutory consumer rights.

Exchanges

The quickest way to receive an alternative item is to return the original product and place a new order.

Alternatively, exchanges may be available for items that:

• Are new and unused.
• Are in a resalable condition.
• Are accompanied by proof of purchase.
• Are returned within 14 days of receipt.

Exchanges can be processed at the Vale Park Store, subject to stock availability.

Port Vale FC reserves the right to refuse an exchange where returned goods are not in a suitable condition for resale.

International Orders and EU Consumer Rights

Where applicable under consumer law, customers within the European Union may have the right to cancel or return an order within 14 days of receipt without providing a reason.

Returned items must remain:

• Unworn and unused.
• In their original condition.
• Complete with tags and original packaging.
• Accompanied by proof of purchase.

Customised or personalised products remain exempt from cancellation rights where permitted by applicable law.

Refunds

Once your return has been received and inspected, we will notify you whether your refund has been approved.

If approved:

• Refunds will be processed to the original payment method.
• Please allow up to 10 business days for your refund to be processed.
• Banks, card issuers and payment providers may require additional time to credit funds to your account.

If more than 15 business days have passed since your refund was approved, please contact us at shop@port-vale.co.uk.

Deductions from Refunds

Where permitted by law, Port Vale FC reserves the right to reduce or refuse a refund where:

• Returned items show signs of use beyond what is reasonably necessary to inspect them.
• Items are returned damaged due to inadequate packaging.
• Goods are returned incomplete or missing components.
• An order has been returned due to an incorrect address supplied by the customer, refusal of delivery, non-collection from a delivery point, or any other circumstance attributable to the customer.

In such cases, any original shipping charges and reasonable costs incurred by Port Vale FC may be deducted from the refund.

Contact Us

If you have any questions regarding returns, exchanges or refunds, please contact us:

Port Vale Store
Vale Park
Hamil Road
Burslem
Stoke-on-Trent
Staffordshire
ST6 1AW

Email: shop@port-vale.co.uk
Telephone: 01782 655821

Port Vale FC reserves the right to amend this Returns & Refunds Policy at any time without prior notice. Any changes will take effect immediately upon publication on our website.