Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can do this when logged in to your account and view your orders to begin the return or contact us at shop@port-vale.co.uk.
Please note that returns will need to be sent to the following address:
Port Vale Shop Returns,
Hamil Road,
Burslem,
Stoke-On-Trent,
ST6 1AW
You can always contact us for any return question at shop@port-vale.co.uk.
Damages and issues
Please inspect your order upon arriving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Missing parcels or damaged goods must be reported within 72 hours of receipt. To report a missing package, please contact our mail order team on 01782 655821 or email shop@port-vale.co.uk.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Alternatively, all exchanges are available for items that are new and unused, accompanied by proof of purchase within 14 days from the date of purchase.
For your security, all goods to be refunded or exchanged must be sent back by recorded delivery, as the Club cannot be held liable for lost parcels.
Return Address:
Port Vale Retail Returns, Vale Park, Hamil Road, Stoke-on-Trent, Staffordshire, ST6 1AW, United Kingdom.
Exchanges can be processed at the Vale Park Store.
If the returned items are not in a re-sellable condition, we reserve the right to refuse the exchange.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shop@port-vale.co.uk.