Policies & Safety
What happens if I receive a fake item?
Receiving a counterfeit or inauthentic item is taken extremely seriously by X Football. Our response is fast, decisive, and unambiguously on the buyer's side.
What to do immediately
Contact X Football support via the Help Centre as soon as you suspect an item is not authentic. Do not use, alter, or return the item until we have reviewed the case, in some situations we need the item as evidence.
What we need from you
Clear photographs of the item, front, back, badges, tags, stitching, any marks that concern you. A description of why you believe the item is inauthentic. Any additional documentation you have, such as a comparison with a known authentic version.
Our review process
X Football will review your photos and description. In some cases we may consult with category specialists. We aim to reach a decision within 2–3 business days. We will contact both you and the seller during this process.
If the item is confirmed inauthentic
You receive a full refund to your original payment method. The seller's account is suspended immediately. Depending on the severity and whether it appears deliberate, the case may be escalated to relevant trading authorities. X Football operates a strict zero-tolerance policy, there are no second chances for selling fake goods.
Seller's position
Sellers who knowingly list inauthentic items are permanently banned. Sellers who listed in good faith but whose items are subsequently found to be inauthentic are also removed while the situation is investigated, the buyer is always protected first.
If you purchase high-value memorabilia or match-worn items, ask the seller for provenance documentation before buying. Sellers with legitimate items are happy to provide it.
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