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RETURNS & REFUNDS

Last Updated: September 10, 2026

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At FutsalAceh, we want you to shop with confidence. If you are not completely satisfied with your purchase, you may request a return or refund subject to the terms outlined below and your rights under applicable German and European consumer protection laws.

Return Eligibility

Most products may be returned within 30 days of delivery, provided that all of the following conditions are met:

  • The item has not been worn, used, altered, washed, or damaged.

  • The item is returned in its original packaging.

  • All original tags, accessories, manuals, and included materials are returned with the product.

  • Proof of purchase is provided.

  • The return request has been approved by our customer support team before the item is returned.

Please contact us before returning any item. Returns sent without prior authorization may be refused or experience delays in processing.

How to Request a Return

To request a return, please contact our customer support team with:

  • Your order number

  • The product you wish to return

  • The reason for the return

Once your request has been reviewed, we will provide detailed return instructions, including the correct return address if the return is approved.

Please wait for confirmation before shipping any product back to us.

Incorrect, Damaged, or Defective Products

If your order arrives damaged, defective, or differs from the item ordered, please notify us within 7 days of delivery.

To assist us in reviewing your claim, please provide:

  • Your order number

  • A description of the issue

  • Clear photographs of the product and packaging

After reviewing the information provided, we may:

  • Send a replacement item

  • Issue a full refund

  • Offer a partial refund where appropriate

  • Provide store credit if mutually agreed

Each case is assessed individually to determine the most appropriate resolution.

Non-Returnable Items

Unless otherwise required by applicable law, we cannot accept returns for:

  • Personalized or custom-made products

  • Products manufactured according to customer specifications

  • Products showing signs of wear, misuse, modification, or accidental damage after delivery

  • Products returned without original packaging where the resale value is significantly affected

  • Clearance, discounted, promotional, or final-sale items identified as non-returnable before purchase

  • Gift cards, downloadable products, or digital content where applicable

Product Exchanges

At this time, FutsalAceh does not provide direct product exchanges.

If you would like a different item, we recommend returning the eligible product for a refund and placing a new order through our website.

European Union Right of Withdrawal

If you are a consumer residing within the European Union, you may have a statutory right to withdraw from your purchase within 14 calendar days of receiving your order without providing any reason.

To exercise your right of withdrawal:

  • You must notify us before the 14-day withdrawal period expires.

  • Returned goods must be sent back within the period required by applicable law.

Nothing in this policy limits any mandatory rights available under German or European consumer protection legislation.

Return Shipping Costs

Unless otherwise required by law, customers are responsible for the cost of returning eligible products.

FutsalAceh will cover return shipping costs only when:

  • An incorrect item was delivered

  • The product was damaged during shipment

  • The product is confirmed to have a manufacturing defect

For your protection, we strongly recommend using a tracked shipping service, as we cannot be responsible for returned packages that are lost in transit.

Refund Procedure

Once we receive and inspect your returned product, we will notify you of the outcome of your refund request.

If your refund is approved:

  • The refund will be issued using the original payment method whenever possible.

  • Additional processing time may be required by your bank, credit card provider, or payment service provider.

  • Most approved refunds are processed within 10 business days after approval.

Refund Delays

If you have not received your refund within 15 business days after receiving confirmation from us, we recommend that you:

  • Contact your bank

  • Contact your payment provider or credit card company

  • Contact our customer support team for further assistance

Order Cancellation

Orders may be cancelled free of charge provided they have not yet entered the fulfillment or shipping process.

To request a cancellation, please contact us as soon as possible at info@futsalaceh.com and include your order number.

Once an order has been prepared for shipment or handed over to the delivery carrier, cancellation may no longer be possible. In such cases, you may request a return after delivery if the purchase meets the eligibility requirements outlined in this policy.

Contact Information

FutsalAceh
HervorTech UG (haftungsbeschränkt)
Köhlerstraße 9
67549 Worms
Germany

Commercial Register Number: HRB 53418
Email: info@futsalaceh.com

At FutsalAceh, we are committed to handling every return, refund, and cancellation request fairly, transparently, and efficiently. We value your trust and strive to provide a positive shopping experience while respecting all applicable consumer protection rights.

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