Exchanges and refunds

RIGHT OF WITHDRAWAL

In any case, you cannot exercise the right of withdrawal on:

a) Service contracts after the service has been fully performed, if the performance has begun, with the consumer’s prior express consent, and with the acknowledgement that the right of withdrawal will be lost once the contract has been fully performed by the trader.

b) The supply of goods or services for which the price is dependent on fluctuations in the financial market that cannot be controlled by the trader and that may occur within the withdrawal period.

c) The supply of goods made to the consumer’s specifications or clearly customized.

d) The supply of goods which are liable to deteriorate or expire rapidly.

e) The supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

f) The supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.

g) The supply of alcoholic beverages, the price of which has been agreed upon at the time of the conclusion of the sales contract, the delivery of which can only take place after 30 days and the actual value of which is dependent on fluctuations in the market that cannot be controlled by the trader.

h) Contracts where the consumer has specifically requested a visit from the trader for the purpose of carrying out urgent repairs or maintenance. If, on the occasion of such visit, the trader provides services in addition to those specifically requested by the consumer or goods other than replacement pieces necessarily used for carrying out maintenance or repair operations, the right of withdrawal shall apply to those additional services or goods.

i) The supply of sealed audio or sealed video recordings or sealed computer software which were unsealed after delivery.

j) The supply of digital content in a non-material format when the performance has already begun with the explicit consent of the consumer and the user who acknowledge that, as a consequence, have lost their withdrawal right.

k) The supply of goods that after delivery have been handled beyond what is considered a logical use to verify their normal use. In this regard, the following deserve special consideration:

k.1) In the case of goalkeeper gloves: manipulation to see their normal use in terms of size and fit will not imply any training, match or contact with the ball.

k.2) In the case of football boots: manipulation to see their normal use in terms of size and fit will not imply any training, match or contact with the ball. It is recommended to try on with extreme care to check the size and fit by walking on a surface that does not leave a mark on the sole.

HOW CAN I RETURN A PRODUCT?

If you want to return a product you'll need to follow these steps:

  • Log into https://www.futbolemotion.com/int
  • Click on "View my profile"
  • In the section "My orders", in the left menu of your user account, click on the corresponding exchange or return button. Once you've clicked on it, you'll see the information related to your order.
  • Click on the return link and follow the steps to complete your request.

If you want to make an exchange for another product, you will have to request a return and make a new purchase with the product you want.

Remember that if you want to carry out a return, the expenses related to the return of the parcel will be at your expense. 

CAN I RETURN A CUSTOMIZED PRODUCT?

Once your product has been customized you won't be able to return it, unless the product presents some manufacture and/or customization defect. In this case you would need to follow the steps described in the next section.

Before requesting to customize your product, we recommend you to make sure the size you chose is the correct one.

I have received a defective product, how can I exchange it?

Before requesting a manufacturing defect change, we advise you to consult our "Warranties" section.

To proceed with the exchange of a defective product you must follow the following steps:

  • Log in to https://www.futbolemotion.com.
  • Click on "View my profile"
  • In the ''My Orders'' section in the left menu within your user account, click on the change or return button of the corresponding order. Once you have clicked it, you will see the order information.
  • Click on the defective product link and follow the steps that will be indicated to process it.

How do I receive my refund money?

When we receive the return package, we will refund the amount within a maximum period of 10 days. The return will be made in the same form of payment that you used in the purchase, that is:

  • If you have paid with a credit card, you will receive the refund in the account associated with that card that you can check on its statement. The payment settlement date will depend on your bank.
  • If you have paid through PayPal, a refund will be made to your PayPal account.
  • If you have paid with cash on delivery or bank transfer, you must provide us with an account number so that we can make a deposit into the account.
If you have questions or doubts about your return, contact our Customer Service department and they will help you.