Return period | See more
- You have 30 calendar days from the receipt of your order to make a return.
Exchanges and returns in Physical Stores | See more
- We do not offer size/product exchanges or returns for orders placed online in our Official Physical Stores.
Exchanges and returns in the Online Store | See more
- Online, we do not offer size or product exchanges.
- We accept returns for orders placed online. Please check the requirements before processing the return.
- Shipping costs will not be refunded.
Requirements to process a return | See more
- The return request must be made within 30 calendar days of receiving the order.
- The item must be unused, in perfect condition, and returned with its original packaging (where the packaging forms part of the product or is an additional component), as well as all original size, price, and product information tags.
- Personalized items are non-returnable. This applies to any product that has been modified from its original form at the customer's request. A jersey is considered personalized if a player's number or name is added. It is also considered personalized if patches chosen according to your request are added.
- Specially manufactured items according to your request (customized products and printed jerseys) can only be exchanged or refunded if they are defective and cannot be repaired.
Products/items that are non-returnable | See more
- If the item shows clear signs of use, does not have its original packaging, or the labels are not in perfect condition, we will not accept the return.
- Personalized or modified items made according to the customer's request. An item is considered personalized if it has been customized with a player's name or number, a customer-selected name, or patches chosen by the customer.
- Items specially made to order (personalized and printed jerseys), unless they have a manufacturing defect that cannot be resolved by us.
- Books, bottles, flasks, mugs, tankards, cups, glasses, pacifiers, baby accessories, headphones, socks, stockings, swimwear, and any other sealed products once the seal has been removed.
Return processing and costs | See more
- Once the item has been received at our facilities, the return will be processed within 3 to 7 business days. The refund will be issued using the same payment method used for the purchase, and you will be notified via email.
Incorrect or defective items | Ver más
- If you receive an incorrect or defective item, you must contact our customer service department within 4 days of receiving your order by emailing tiendaonline@atleticodemadrid.com so that we can assist you.
It is essential that you send us images clearly showing the defect or incident detected to the email address indicated.
The product must be returned with its original packaging and labels. Once we have received it at our facilities, we will contact you as soon as possible to offer you a solution to the incident.
It is important to note that if we do not receive communication from you within the established period, along with the corresponding evidence of the defect, we will not be able to accept the return of the item and will be obliged to resend it.
