Refund Policy

4.1 Overview

X Football is committed to fair and transparent outcomes for Buyers. This Policy sets out your rights to a refund and the process for raising a dispute. Nothing in this Policy affects your statutory rights under the UK Consumer Rights Act 2015 or the Australian Consumer Law.

4.2 When You Are Entitled to a Refund

You are entitled to a refund in the following circumstances:

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

4.3 When You Are Not Entitled to a Refund

You are not entitled to a refund in the following circumstances:

• Buyer's remorse: you have changed your mind about a purchase that accurately matched its listing.
• Minor variations: immaterial differences between the listing and the item that do not affect its value or use.
• Shipping delays within normal windows: delays that fall within the carrier's stated delivery estimates.
• Items accurately described as damaged or imperfect: where defects were clearly disclosed in the listing.
• Digital goods or services: once accessed or delivered.
• Personalised items: where clearly identified as non-returnable at point of sale.

4.4 Timeframe to Raise a Dispute

You must raise a dispute within 14 days of:

• the confirmed delivery date (as recorded by the carrier or Platform); or
• the date on which the item was expected to arrive, if delivery has not been confirmed.

Disputes raised outside this window will not be eligible for Platform-mediated refunds, though your statutory rights under applicable law remain unaffected.

4.5 Dispute Process

1. Contact X Football via the dispute function in your account, or email support@xfootball.co, within the stated window.
2. Provide clear evidence supporting your claim (photographs, delivery tracking, comparison with listing).
3. X Football will notify the Seller and give them 3 business days to respond.
4. X Football will review all evidence submitted and make a determination within 5 business days of the Seller's response deadline.
5. If a refund is approved, it will be issued to your original payment method via Stripe within 5–10 business days.

4.6 Refund Method

Approved refunds are returned to the original payment method used at the time of purchase, processed through Stripe. X Football does not issue refunds in cash or by alternative payment method.

4.7 Seller Obligations on Refund

Where a refund is approved by X Football, the cost is deducted from the Seller's outstanding payout or recovered from their connected Stripe account. Sellers must cooperate with the dispute process. Failure to engage with a dispute within the 3-business-day window may result in a refund being approved by default.

4.8 Consumer Rights

UK Buyers retain rights under the Consumer Rights Act 2015, including the right to a full refund within 30 days for goods that are faulty, not as described, or not fit for purpose.

Australian Buyers retain rights under the Australian Consumer Law, including consumer guarantees that cannot be excluded. This Policy operates alongside and does not limit your statutory rights.