Port Vale Store – Order Cancellation Policy

At Port Vale Store, we strive to provide a seamless shopping experience. If you need to cancel an order, please review the following information carefully.

1. Order Cancellation Before Dispatch

Customers may request cancellation of an order at any time before it has been dispatched.

Where an order has not yet been processed or shipped, a full refund will be issued to the original payment method.

To request a cancellation, please contact us as soon as possible:

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

While we will always do our best to accommodate cancellation requests, we cannot guarantee cancellation once an order has entered our fulfilment process.

2. Order Cancellation After Dispatch

Once an order has been dispatched, it can no longer be cancelled.

Customers who no longer require their order may be eligible to return items in accordance with our Returns and Refunds Policy.

Original shipping charges are non-refundable unless the return is the result of an error by Port Vale FC or the goods are faulty.

3. Pre-Orders

Pre-order items may be cancelled prior to dispatch for a full refund.

Once a pre-order item has been dispatched, it will be subject to our standard Returns and Refunds Policy.

Estimated dispatch dates are provided for guidance only and may be subject to change.

4. Non-Cancellable and Non-Refundable Items

The following items cannot be cancelled, returned or refunded unless faulty or not as described:

• Personalised or customised products, including printed football shirts.
• Items altered to a customer's specification.
• Gift cards or gift vouchers.
• Digital products or downloadable content.
• Opened underwear or base-layer garments where return is unsuitable for hygiene reasons.
• Any items exempt from return under applicable consumer legislation.

Your statutory rights remain unaffected.

5. Fraud Prevention and Order Verification

Port Vale FC reserves the right to refuse, cancel or place on hold any order where:

• Fraudulent activity is suspected.
• Payment authorisation cannot be obtained.
• Incorrect pricing, product information or stock availability has been displayed due to a technical or administrative error.
• The order appears to have been placed using false, incomplete or misleading information.
• Additional verification requested by Port Vale FC is not provided.

Where payment has already been taken for a cancelled order, a full refund will be issued to the original payment method.

Port Vale FC may report suspected fraudulent activity to payment providers, fraud prevention agencies and law enforcement authorities where appropriate.

6. Customer Responsibility for Delivery Information

Customers are responsible for ensuring that all delivery information provided at checkout is accurate and complete.

Port Vale FC cannot be held responsible for delays, failed deliveries, losses or additional charges resulting from incorrect, incomplete or inaccurate delivery information supplied by the customer.

Where an order is returned due to an incorrect address, refusal of delivery, non-collection, or failure to pay any applicable customs duties, taxes or import charges, the customer may be required to pay any additional shipping costs before the order can be resent.

If a refund is requested for an order returned for any of the reasons above, any original shipping costs and reasonable costs incurred by Port Vale FC in recovering the parcel may be deducted from the refund where permitted by law.

7. Refund Processing

Approved refunds will be processed to the original payment method.

Please allow up to 5–10 business days for funds to appear in your account, depending on your payment provider.

Refund times may vary during busy periods.

8. Contact Us

If you have any questions regarding order cancellations, please contact:

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

For further information, please refer to our Shipping Policy, Returns and Refunds Policy, and Legal Notice.

This revised policy incorporates protections around incorrect addresses, refused deliveries, fraud, pre-orders and pricing errors while remaining supporter-friendly. It also aligns with the protections in your legal notice and shipping policy