Refund policy
WARRANTY & COMPLAINTS
We guarantee that each item delivered meets the normal requirements of soundness and usability. The delivered products are subject to the legal rules for warranty and conformity. We handle any complaints as soon as possible, at the latest within 14 days.
Received a broken or damaged article?
Despite our careful logistics, it can unfortunately happen that an article is damaged during transport. If this is the case, you can use our free return service. Make a note of the damage and we will send you a new item as soon as possible! You can find more information about free returns under "returns" or click here.
Does an item not meet your expectations?
Unfortunately it can happen that the article does not meet your expectations. Even then you have the option to return the item. Please note clearly on the return slip that it is a production error, then we will check this and contact you. When in doubt, always contact customer service first. More information on free returns can be found under "returns" or click here. The following situations are excluded from warranty claims:
- If there is normal wear and tear due to intensive use.
- If changes have been made in or to the product, including repairs not made with our or the manufacturer's permission.
- If proof of purchase cannot be presented, has been altered or made illegible.
- If defects resulting from improper or injudicious use.
- If damage was caused by intentional, grossly negligent or negligent maintenance.
Warranty
The legal warranty is never linked to a specific period. After all, one product lasts longer than another. The legal warranty implies that a product is or should do what you as a consumer can reasonably expect it to do. Nevertheless, an item may contain a manufacturing defect. What is a manufacturing defect? This is a defect in the product that was not caused by improper use, wear and tear or no/bad maintenance. If the warranty claim is denied the product will be returned. If the warranty claim is accepted, we will initially try to repair or replace the product. Should this not be possible, we will refund the purchase price.
RETURNS
Returning is always possible if the goods are in their original condition and if reasonably possible in the original packaging. You have a cooling-off period of 30 days after receiving your purchase. The only exception to this are personalized items such as printed football shirts and personalized football shoes. If you want to return something, you can do this for free via your local DHL Parcel Shop / Service Point. If you use another carrier, the direct costs for returning the goods are for your account. Find the closest parcel shop here https://www.dhlparcel.nl/nl/particulier/parcelshop.
You can return in 3 simple steps:
Step 1: Pack your order in the reusable shipping box or a sturdy box.
Don't forget to send the enclosed packing slip or a copy of it. If you have lost the packing slip, send a note with the order number. We cannot process the return without an order number. The order number consists of 9 digits.
Step 2: Hand in your package to a nearest DHL Parcel Shop.
Don't forget to mention that you want to send the package back to KNVBshop.nl. It is not necessary to put an address on the package yourself.
Step 3: You will receive a proof of shipment.
This proof of shipment contains a barcode and an internet address where you can track your package. Keep this safe until we have fully processed your return! You will automatically receive an email as soon as we have processed your return.
If you want a different product or a different size, we recommend that you place a new order on the site. This way you will receive the new product faster.
There is no need to print anything. We request that you clearly state the reason for return on the enclosed packing slip and put it in the return package. However, it is not mandatory to give a reason. You then only have to indicate at the DHL service point that the package can be returned to KNVB Shop. They then ensure that the package is sent to us.
You will receive a confirmation by e-mail as soon as we have processed your return. Within 24 hours after that notification, we will refund the amount of the returned products, including standard shipping costs of the outward shipment, to your account, credit card or debit to Afterpay. We depend on the carrier, but always strive to process returns as quickly as possible.
If you have ordered more than 1 item, the discount will be divided in proportion to the price of the items. If you cancel or return an item, the discount on that item expires. If you return everything, the full discount will be canceled.
It is not possible to return part of a product. A product can only be returned in its entirety. So when you have purchased a tracksuit, you cannot just return the pants and keep the jacket. The entire package must be returned. Incomplete returns cannot be processed.
When you have delivered the return at the service point in your area, it will be picked up by DHL in the afternoon. The package is then taken to a depot for sorting. Then the package is brought back to us. When we handle the return you will automatically receive a message from us. We are therefore dependent on the carrier, but always strive to process the returns as quickly as possible.
We would also like to draw your attention to the legal right of withdrawal (our reflection time is 30 days as standard). In the Netherlands you always have the right to withdraw from the contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you or a third party designated by you, who is not the transporter, takes physical possession of the goods. To exercise the right of withdrawal, you must inform us by means of an unambiguous statement (for example in writing, by post, fax or e-mail) that you are canceling the agreement. To comply with the withdrawal period, it is sufficient to send a notice regarding your exercise of the right of withdrawal before the withdrawal period has expired. Consequences of the revocation If you revoke the agreement, you will receive all payments that you have made up to that point, including delivery costs (with the exception of any additional costs resulting from your choice of a method of delivery other than the cheapest standard offered by us) delivery) without delay and in any case no later than 14 days after we have been informed of your decision to withdraw from the contract. We will pay you back with the same payment method that you used for the original transaction, unless you have expressly agreed otherwise; in any case, you will not be charged for such reimbursement. We may wait with a refund until we have received the goods back, or you have demonstrated that you have sent back the goods, whichever is the earlier. You must return the goods to us without delay, but in any case no later than 14 days after the day on which you informed us of the decision to cancel the agreement. You are on time if you return the goods before the period of 14 days has expired. You are liable for the depreciation of the goods resulting from the use of the goods, which goes beyond what is necessary to determine the nature, characteristics and operation of the goods.