Good customer service should not end once the sale has been made. We realize that returns and exchanges can be an important part of your shopping experience and are fully committed to ensure your expectations are met. This is why we have designed a return policy that is as flexible and accommodating as possible.
Click here for our return/exchange form
What is TheSoccerFactory.com return and exchange policy?
Our primary concern is that you receive the soccer uniforms and soccer equipment that best fit your needs. Consequently we attempted to make our return and exchange policy as simple as possible. There are a few things to keep in mind when requesting a return,
Our returns form must be filled out and included with your return.
You may return most new products purchased from TheSoccerFactory.com within 30 days from the date of delivery. “New Policy” Nike’s return policy is now 10 days from the delivery date. Any purchased items returned/exchanged after the 10 day period cannot be returned. Any free or discounted promotional product that was included in the original order must also be included with the return. All returned product must be in new and sellable condition. This of course means that all tags must be attached and the item(s) are unworn and unlaundered. Customized product may not be returned (this includes numbering, names, silk screening, embroidery, and other customization services). Additionally, we cannot refund you for product that is returned to an incorrect address.
All items that are returned for a refund without a replacement order are subject to a 15% restocking fee.
Credits can only be made to the original form of payment.
What if I received defective product?
We happily exchange all items that are defective due to a manufacturing error with another non-defective product or a full refund. There are several things to keep in mind when exchanging a defective product:
All defective products must be reported within 10 days of delivery. Items that may be defective which have surpassed the 10 day period may be re-evaluated by a TheSoccerFactory.com sales representative. Normal wear and tear is not considered defective manufacturing.
Do I need proof of purchase when returning product?
Of course we need to verify that any merchandise you wish to return was actually purchased from TheSoccerFactory.com. We also require that the original purchaser request the return, not a third party. When requesting the return we will ask for either the invoice number or the purchase order number. If you are unable to provide either one, we will attempt to research the order under your name.
How do I return soccer uniforms and/or other merchandise I purchased?
The process is as simple as one, two, three!
1) To ensure correct processing, you must first schedule your return with a TheSoccerFactory.com sales representative at 1-800-987-6223.
2) Fill out the return form.
3) Re-package the merchandise along with the returns form and ship to the following address:
The Soccer Factory
12066 Starcrest Dr. #210
San Antonio, Texas, 78247
If an error was made on our part, we will email you a return shipping label at no cost.
Am I able to return clearance items
Unfortunately, we do not process refunds or accept exchanges for clearance items unless the item is verified as defective.
If I return product, how long will it take for my account to be credited?
Depending on the day of the week your return is received, your account should be credited within one to four business days.
Do I need to send back the item(s) I need exchanged before my new order can be processed?
We will be happy to place your replacement order prior to receiving the items being exchanged. We will, however, need to charge your account for the replacement order. Once we receive the return items, your account will be credited usually within one to four business days.
What if the item(s) I received are not what I ordered
Shame on us! We do our best to ensure all orders are processed and shipped correctly. If a mistake does occur, please call your personal sales representative or email customer service at email@example.com. A return shipping label will be sent to your email address and a replacement order placed.
What if I want to return or exchange my entire team’s order?
There is a 15% restocking fee on all “team order” exchanges and returns. All exchanges are subject to an added shipping charge.
When I send back my return, are shipping costs refunded also?
Return shipping costs are only refundable if there was a processing error on our part.
How do I know if my return was received?
To trace the location of your package, please reference the tracking number the courier provided you. Always feel free to call our customer service department for any assistance you may require. If the package shows delivered to our location, we will be happy to provide the status of your return.
If you have any concerns, please contact us at firstname.lastname@example.org