Buyer Protection Policy

8.1 Overview

X Football's Buyer Protection Policy ensures that every purchase made through the Platform is safe and fair. This Policy applies to all completed transactions on xfootball.co and supplements your statutory rights.

8.2 What Is Covered

Buyer Protection covers the following scenarios:

• Item not received: your item has not arrived within 10 business days of the confirmed dispatch date.
• Item significantly not as described: the item received materially differs from the listing (condition, model, year, size, authenticity).
• Counterfeit item: the item is determined by X Football to be counterfeit or an unauthorised reproduction.

In all covered scenarios, you are entitled to a full refund of the purchase price and any shipping costs paid.

8.3 What Is Not Covered

• Buyer's remorse or change of mind where the item accurately matches its description.
• Shipping delays within normal carrier delivery windows.
• Items accurately described in the listing as damaged, worn, or imperfect.
• Minor cosmetic differences that do not materially affect value or function.
• Disputes raised after the 14-day claim window has expired.
• Transactions completed outside the Platform's payment system.

8.4 How to Open a Claim

• Log in to your X Football account.
• Navigate to 'Orders' and select the relevant purchase.
• Select 'Open a Dispute' and choose the relevant reason.
• Upload supporting evidence (photographs, tracking information, comparison images).
• Submit the claim within 14 days of confirmed delivery or expected delivery date.

Alternatively, email support@xfootball.co with your order reference and full details of your claim.

8.5 Resolution Timeline

• Acknowledgement of claim: within 2 business days.
• Seller notification and response window: 3 business days.
• X Football determination: within 5 business days of the Seller response deadline.
• Refund processing (if approved): 5–10 business days via Stripe.

8.6 Stripe Chargebacks

Buyer Protection does not prevent you from raising a chargeback with your card provider or bank. However, if you have already received a resolution through the Platform's Buyer Protection process, raising a chargeback for the same transaction may constitute a breach of these Terms.

X Football will cooperate with Stripe and card issuers in investigating chargebacks and will provide transaction records as requested. We encourage Buyers to use the Platform's dispute process in the first instance, as it typically results in faster resolution.

8.7 Statutory Rights

This Policy operates alongside and does not limit or replace your statutory rights.

• UK Buyers retain rights under the Consumer Rights Act 2015.
• Australian Buyers retain rights under the Australian Consumer Law.