How do I exercise my right to cancel an order?
If you are a consumer, you are entitled to withdraw from the contract, notifying us your intention to return the products within 14 days from receipt of goods. This means that you can communicate the decision to return the products within 14 days after the products have been delivered, without giving any reason.
Contact our customer care service by sending an email to firstname.lastname@example.org or by phoning +39 02 263 032 38. You will be given precise instructions.
You can exercise your right of withdrawal, by giving notice of your decision to return the products, using the sample return form that you can find in our package, however, this is not mandatory.
Communication must contain at least the following information:
- the order number to which the return relates;
- the code of the product / products you intend to return;
- your general data (name, email)
Please note that we will be unable to provide you with a refund unless you include all the required information, such as the order number of the returned goods.
You can find the order number on the confirmation email sent to you by “Juventus Store” after your purchase. If you can’t find the email, check in your spam folder or the Promotions tab in Gmail.
Carefully wrap the goods and send them within 14 days as described by our customer care service to our warehouse:
Juventus F.C. S.p.A.
c/o EPI s.r.l.
Via Morelli 1
20054 Segrate (MI)
NOTE ON CUSTOMIZED PRODUCTS:
Since customized products are made just for you, we do not accept returns of customized products except for manufacturing defects (cd. "Legal guarantee").
NOTICE CONCERNING PURCHASES DURING THE TRANSFER WINDOW
The Players’ enrolment in the first team squad may vary during the summer and the winter transfer windows. In particular the consumer is required to consider that the squad list is only formalized after the closing of the transfer window. Likewise, the assignment of the official numbering to players’ kit takes place within the deadlines indicated by the competent sports organizations. Each purchase of a customized jersey made before such dates is therefore at the sole risk of the consumer, as the player may no longer wear the jersey or change the jersey number. The above without prejudice to the right to a calling-off period of 14 days for distance selling.
Can I change an order once I’ve confirmed it?
Unfortunately, once an order has been completed it cannot be changed; that is, you cannot add or cancel items or change size, colour etc.
Should you wish to cancel an order, please telephone our customer care service immediately: if the order is not already being processed, we will do our best to help you.
Customer care phone number: +39 02 263 032 38
I’ve bought the wrong size. Can I change it?
Items cannot be exchanged for another size, but you can return the item within 14 days and make another purchase. Since the item you want may run out, we suggest you not to wait until you receive the refund from us (within 15 days from when we receive the returned item, assuming it is in good condition) to place a new order.
How long do I have to return an item?
Once you receive the order, you have 14 days to contact our customer care service (by email at email@example.com or fax at +39 02 2720 9493) to notify your decision and return one or more items following the instructions you will be given.
Once we have received your package and checked the returned goods, we will provide a refund within 15 days using the same payment method as the one you used to pay for the order: credit card, PayPal or bank transfer (if cash on delivery).
When can an item not be refunded?
Any items you return to us will need to go on sale again so please treat them carefully if you are not sure whether you will keep them and return them to us exactly as you would like to receive them yourself.
- do not dirty or ruin clothes when you try them on;
- do not remove labels or tags;
- do not destroy or damage any original boxes, bags, seals or wrappings;
- do not write on any original boxes or wrappings;
- do not wash any clothes you intend to return! They must return exactly as you received them;
- return all accessories that came in the original package.
Please note that if the above instructions are not followed, we will be unable to provide a refund and the item will remain yours. We can send it back to you with shipping costs at your expense.
Items must be returned without delay and, however, within 14 days from the notice of withdrawal.
We reserve the right to refuse items that are returned late or that are not in the same condition as when you received them.
Remember that customized items that have been made just for you cannot be returned.
What do I do if I lose the returns form that came in the package?
Download the sample returns form and fill it in using the details in the confirmation email you received from “Juventus Store” immediately after you have placed your order. If you can’t find the email, check in your spam folder and in the Promotions tab in Gmail. Download the returns form
Who covers the cost of returned items?
The customer covers the cost of returning goods when cancelling an order.
You can use a slow, cheap shipping service but, for your peace of mind, we recommend you choose a service that at least provides a tracking number.
To return a faulty/defective item, it is even more important that you contact our customer care service BEFORE sending the package, because in this case the procedure is different: we cover the shipping costs but only if you use one of our couriers. If you send the package in any other way, we will be unable to refund the cost of returning the goods.
Who is responsible for return shipping?
The customer is always responsible for sending returns. Please bear this in mind when you choose the shipping service for returning an item. A tracked delivery service will probably offer more guarantees.
When will I receive my refund?
Once we have received your package and checked the returned goods, we will refund you within 15 days using the same payment method as the one you used to make the purchase:
- Credit card purchase: how long it takes for the refund to show on your account depends on the card provider.
- PayPal purchase: the refund will be paid to your PayPal account and will be visible immediately. When the refunded amount becomes available on your PayPal card depends on the card provider.
- Cash On Delivery purchase: the refund will be paid to the bank account you indicated when returning the goods. How long it takes to receive the refund depends on whether the information you provided is correct and your bank.
- We cannot provide refunds via other means (payment onto prepaid cards, postal orders or bank cheques).
You can check on your refund by accessing your credit card account, PayPal account or bank account.
Should you wish to enquire about your refund with our customer care service, we recommend you wait at least 20 days before contacting them.
The amount I received for the refund is not what I expected it to be. Why is that?
If your purchase included a discount on the entire order (for example, a coupon with a €10 discount), the discount is distributed proportionally across all items on the order and the refunded amount is proportional to the discount offered on the refunded item.
What is included in the refund?
In the case of exercise of the right of withdrawal, Juventus will refund the payments received from the consumer, possibly inclusive of shipping costs, only in the case of total return. In case of partial return, the refund does not include transportation costs paid by the consumer for sending the goods. Any customs duties/taxes are always responsibility of the recipient.
The refund does not include shipping costs or any customs duties and taxes, that are always the responsibility of the client.
Full refunds are only made when the customer returns faulty or defective goods, or if the package is lost or incorrectly delivered by the courier company.
Refunds are not possible on customized items when specifically requested by the customer (e.g. personalised clothing and accessories) unless they are faulty.
Defective products - legal guarantee of conformity
The products purchased by the consumer are covered by legal compliance warranty, which means that Juventus is liable for any lack of conformity which becomes apparent within two years from delivery. For further information please refer to our general terms and sales conditions.
If your product has a manufacturing fault or materials, please contact the customer care of Juventus Official Online Store.