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\nThis Refund Policy is the money side of shopping with Back Heel. It explains when you get money back, how much, where it goes, how fast it is sent and how store credit works. The steps for sending an item back (labels, packing, exchanges) live on our Returns & Exchanges Policy. In short: every product can be returned within 60 days of delivery, return postage is on us, and once your return reaches us your refund is sent within 7 days.
\nThere are five common ways a refund comes about. Each one below says what triggers the refund and what you get back.
\nAny product, any reason, within 60 days of delivery: wrong size, a colourway that clashed with the squad, a shirt bought to wear off the court that you never wore, or you simply changed your mind. Once the return reaches us, you receive the price you paid for that item. Because return postage is covered by our free label, nothing is taken off for sending it back.
\nDamaged on arrival, a fault in the garment, the wrong item, or a print that differs from what you typed on the product page. You receive the full price of the affected item, or a replacement if you would rather have the shirt. Send a photo of the problem with your email so we can act quickly; depending on the fault we may not need the item back at all before sorting out your refund.
\nShirts with a name and number on the back are refunded on the same terms as everything else when returned within 60 days. We print exactly what is typed (capitals, up to 12 letters, numbers 0 to 99), so a misspelling that was typed into the order is not a print error. It is still a normal return, and the refund is the price you paid for the shirt, including any extras such as long sleeves, a 4XL or 5XL size or a front chest number.
\nIf you email us within 24 hours of ordering to cancel, the whole amount you paid comes back to you. Refunds for cancelled orders are sent within 7 days. Our Cancel or Change an Order page covers the timing and what to write.
\nOccasionally we cancel an order ourselves: for example, when the requested back text includes a team, league, club, player or brand name we cannot print, or a payment cannot be confirmed. We always email you first to explain, and you receive the full amount back, sent within 7 days.
\nIf a parcel is confirmed lost on its way to you, you choose: we remake the order, or we refund what you paid for the missing items. Our Shipping & Delivery policy explains what to check first and what to send us.
\n| Situation | \nItem price | \nShipping | \nReturn postage | \nRefund sent | \n
|---|---|---|---|---|
| Change of mind or wrong size, returned within 60 days | \nRefunded in full | \nFree to start with, nothing to refund | \nFree label from us | \nWithin 7 days of receiving the return | \n
| Damaged, defective, wrong item or misprint | \nRefunded in full, or replacement | \nFree to start with, nothing to refund | \nFree label from us when we need it back | \nWithin 7 days of receiving the return, or of our reply when no return is needed | \n
| Personalised shirt returned within 60 days | \nRefunded in full, including add-ons | \nFree to start with, nothing to refund | \nFree label from us | \nWithin 7 days of receiving the return | \n
| Cancelled by you within 24 hours | \nFull amount paid | \nNot applicable | \nNot applicable | \nWithin 7 days | \n
| Cancelled by us | \nFull amount paid | \nNot applicable | \nNot applicable | \nWithin 7 days | \n
Because shipping is free to the United States, Canada, Australia and New Zealand, there is no shipping charge in your total. That makes refunds simple: what you paid for the item is what comes back. We do not charge restocking fees, processing fees or label fees.
\nFor a return, the clock starts when your parcel reaches us. We match it to your order, check what is inside and send the refund within 7 days. For a cancellation, the clock starts when we confirm the cancellation by email. In both cases we email you when the refund has been sent.
\nAfter we send a refund, your bank or payment provider still needs to post it to your account, and some take a few extra business days to show it. If you do not see it after a reasonable wait, reply to our refund email. We will give you the details of the refund we sent so that you can follow it up with your bank, and we will stay on it with you until it appears.
\nA return posted from Canada, Australia or New Zealand crosses a border on its way back, so it spends longer in transit. That affects when the parcel reaches us, not how quickly we act: the 7 days still start the day it arrives. Keep the tracking reference from your free label so you can watch it travel.
\nBy default, refunds go back to the payment method used for the order. It comes back in US dollars, the currency our prices are shown in. If your bank converted the original payment from another currency, it converts the refund back too, and the exchange rate on the refund day may differ slightly from the rate on the day you paid. That difference is set by your bank, not by us. You can read more on our Payment Methods page.
\nIf you would rather keep the value with us, ask for store credit in your return or cancellation email. Store credit is worth the same as the refund amount and never expires, so a squad organiser can hold it over the summer break and use it at next season’s registration. Tell us when you want to use it and we will help you apply it to your next order. Store credit is only given when you ask; if you say nothing, the refund goes to your original payment method.
\nRefunds go to the person or card that paid. On a team order paid by the organiser, every refund goes back to the organiser, even if a player sent their own shirt back. Organisers can then settle up with the player however the squad usually does. If a gift recipient returns an item, the refund goes to whoever paid, unless that person asks us to give store credit instead.
\nMost refunds are for the full item price. A partial amount only comes up in a few clear cases:
\nIf an exchange moves to a more expensive option, we tell you the difference first and only proceed once you agree.
\nA refund covers what you paid us. It does not cover costs outside our order, such as bank foreign transaction fees, currency conversion differences or any charges a destination country applies to an international parcel. If you are unsure about a charge that appeared around your order, email us and we will tell you what we know about it.
\nRefunds are also not a way to reverse our 60-day window: items returned more than 60 days after delivery fall outside this policy. If you are close to the line, email first. The date you contact us is what counts.
\nIf something looks wrong with a charge, please email us before contacting your bank. Most problems, such as a double charge, a refund you cannot see yet or a mistaken order, are faster to fix by email, and we reply within 24 hours on business days. Writing to us first does not limit any right you have with your bank or payment provider. If a dispute is already open, tell us so that we do not send a second refund for the same order.
\nA pickup regular orders a Blacktop Crack jersey in M, finds it snug, asks for an L, then decides to keep their old shirt for the Sunday run. They return it with our free label and get the full price back within 7 days of it reaching us. Nothing is deducted for the change of plan.
\nAn organiser orders ten Gym Floor Lines shirts, and two players drop out before the first game. The two unworn shirts come back in one parcel. The organiser receives the price of those two shirts, or store credit for the next player who signs up.
\nThe order said NUMBER 7 and the back says 1. That is our error: one photo by email, and the organiser chooses between a remade shirt and a full refund for it.
\nA free agent in New Zealand orders a Custom Free Agent shirt, then gets moved to a team that already has kit. The shirt is returned with our free label within 60 days of delivery. The return takes longer to cross the Pacific, but the refund is sent within 7 days of the parcel reaching us, in US dollars, and the player’s bank converts it back to New Zealand dollars.
\nA keeper buys a Rain or Shine long sleeve shirt, then joins a squad whose keepers wear Gym Floor Clash. Rather than wait for money to move twice, they ask for store credit, which never expires, and put it straight towards the new keeper shirt. Same value, one less wait.
\nEmail support@backheel.shop with your order number in the subject, for example “Order #1234 — refund”. We reply within 24 hours on business days, and support is by email only. Related pages: Returns & Exchanges, Shipping & Delivery, Terms of Service and Submit a Ticket.
\nBack Heel, 19 Leland Hill Road, Sutton, MA 01590, US
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