Refunds and Returns

1. Who this policy applies to

This policy covers every order paid for through Kickio. Most items are sold by private individuals, so the protections below come from our Buyer Protection service rather than from consumer law. Where the seller is a business, or the item is sold by Kickio Direct (Bearworks Ltd), you also have your statutory rights, which this policy adds to and never reduces. The seller type is shown on the listing and in your order confirmation.

2. Cancelling before the item is posted

• Either the buyer or the seller can cancel an order at any time before the seller posts it. The buyer receives a full refund, including postage and the Buyer Protection Fee.
• Sellers have 7 days to post. We remind the seller around day four. If the item has still not been posted after 7 days we tell the buyer, who can cancel for a full refund with one tap.
• If the item turns out to be unavailable, or it fails a check at our UK hub, the order is cancelled and refunded in full automatically.
• Orders cannot be cancelled once the parcel has been handed to the carrier or received at our hub; from then on the problem report process below applies.

3. Item not received

Check the tracking on your order page first. If the parcel shows as delivered but you do not have it, look for a safe-place photo or card and ask neighbours, and check whether it was left at a locker or shop for collection. If it is genuinely missing, or the tracking has stopped moving for more than five working days beyond the expected delivery date, report a problem from your order page choosing "Item never arrived". We will confirm the position with the carrier. If the parcel is confirmed lost you receive a full refund and we deal with the carrier claim with the seller.

4. Item arrived but there is a problem

Your payment is held until the review window closes, which is three days after delivery is confirmed. We email you 24 hours before it closes. If anything is wrong, report a problem from your order page before the window closes. This pauses the release of money to the seller.

You can report a problem where the item is:

• not as described: wrong team, season, size, player, printing or type; a condition clearly worse than the grade given; undisclosed damage, stains, repairs, fading or alterations; or an item that fails our authenticity check;
• damaged in transit;
• the wrong item, or an item missing from a bundle.

When you report, tell us what is wrong, what outcome you want (a full refund and return, a refund without return, or a partial refund to keep the item), and add clear photographs of the item as received, including labels, tags and any faults. Please do not wear or wash the item while a case is open.

The seller has 48 hours to respond. They can accept your proposal, offer an alternative such as a partial refund, or disagree. If they do not respond in time, or you cannot agree, the case comes to our support team. We look at the listing, the photographs and messages from both sides and any hub check, and we decide the outcome as fairly as we can. Both parties agree to cooperate with the process and to accept our decision as the outcome of the Buyer Protection case; it does not remove either party's right to pursue the other in court.

5. Returning an item

• Where a refund is agreed on return, post the item back within 5 days using a tracked service and add the tracking to your order page. The seller's return address is shown to you once the return is agreed.
• The item must go back in the condition you received it, unworn and unwashed since delivery, with all tags and any extras that came with it. An item that comes back materially different may be returned to you and the refund refused.
• The seller has until 7 days after you post to confirm receipt. If they do not, or they confirm without raising a problem, your refund is issued automatically.
• If you do not post the item within 5 days the case closes, the seller is paid and you keep the item.

Return postage. When a return is agreed the seller chooses whether they or you pay the return postage, and the order page shows which. Where Kickio decides a case in your favour because the item was not as described, damaged or wrong, we require the seller to bear the return postage and, if it was paid by you, it is added to your refund. If a case is not upheld, or you withdraw it, you pay return postage. Keep proof of postage until the refund arrives.

6. After an order has completed

Once the review window closes the order completes and the seller is paid. If you find a problem after that, you can still report it within 14 days of completion and our support team will review it. Because the money has already been released, the outcome may depend on what the seller agrees to or what we can recover, and a refund is not guaranteed. This does not affect any legal rights you have against a business seller or Kickio Direct.

7. Change of mind

Private sellers. Items sold by private individuals are person-to-person sales, so there is no right to return an item because you changed your mind, it does not fit despite accurate measurements, or you found it cheaper elsewhere. Sellers may accept a return voluntarily; ask them through the order messages.

Business sellers and Kickio Direct. You have the legal right to cancel for any reason within 14 days of the day you receive the item. Tell the seller (or us, for Kickio Direct) in a clear statement within that time, then send the item back within a further 14 days. You pay the return postage unless the seller has said otherwise. You receive a refund of the price and the standard outbound postage within 14 days of the seller receiving the item back or you providing proof of posting. The seller may reduce the refund if the value of the item has been reduced by handling beyond what you would do in a shop, for example wearing it.

8. What a refund includes and how it is paid

• Cancelled before posting, item unavailable, item lost, or claim upheld: item price, Buyer Protection Fee and outbound postage are refunded in full. Any import duties or taxes we collected are refunded too.
• Partial refund agreed to keep the item: the agreed amount, and the Buyer Protection Fee is reduced in proportion.
• One item returned from a bundle: the price of that item, and the Buyer Protection Fee is recalculated on what you keep.
• Change of mind (business sellers and Kickio Direct): item price and standard outbound postage; return postage is yours unless agreed otherwise.

Refunds go back to the payment method you used. They usually appear within five to ten working days depending on your bank or card issuer, and you receive an email as soon as we issue one. We cannot refund to a different card or account.

9. What is not covered

• Wear, marks or flaws that were shown or described in the listing, including the normal signs of age on vintage and match-worn shirts.
• Damage caused after delivery, or an item that has been worn, washed or altered since it arrived.
• Sizing where the listed size and any measurements were accurate; football shirts vary widely between eras and manufacturers, so check measurements before you buy.
• Differences that are minor and do not affect what the item is, such as slight colour variation between screens.
• Sales agreed or completed outside Kickio.
• Reports made more than 14 days after an order completed.
• Claims made dishonestly, or by accounts we reasonably believe are abusing this policy. We may refuse a refund, close the account and, where appropriate, report the matter to the police.

10. For sellers

• You will be notified by email and on your orders page as soon as a problem is reported, with the buyer's evidence and proposal. Respond within 48 hours; if you do not, the case goes to Kickio and may be decided on the buyer's evidence alone.
• If you agree to a refund on return, you will see the buyer's tracking and have 7 days after posting to confirm the item arrived and is as sent. Raise any concern within that time or the refund is issued automatically.
• Where a case is decided against you, the refund and any return postage we have said you must bear are taken from the funds held for that order and, if needed, from other pending sales.
• If a parcel sent with a Kickio label and packed properly is lost or damaged by the carrier, we claim on your behalf and pass on the compensation the carrier pays, up to the cover shown for the service when it was chosen.

11. Raising a claim or asking for help

Open the order from your orders page and use the report a problem option. If you cannot access your account, email hello@kickio.com with your order number. This policy sits alongside our Terms of Service and does not affect your statutory rights. If you are not happy with how we handled a case, section 25 of the Terms of Service explains how to complain.