Delivery & refunds
Last updated: June 2026
At Nova Foot, available at nova-foot.com, we do everything possible to provide high-quality football shirts made according to your customization choices. Because our products are personalized by nature, we apply a strict no-return policy to keep production efficient and fair for all customers.
Returns, exchanges or refunds are accepted only in exceptional situations, such as a manufacturing defect, a preparation error on our side or a proven non-conformity of the order. This policy complies with applicable consumer protection laws in the United Arab Emirates, including Federal Law No. 15 of 2020 on Consumer Protection and Federal Decree Law No. 14 of 2023 on E-Commerce. We reserve the right to modify this policy at any time. Changes apply only to future orders.
1. General policy
No returns for change of mind
We do not accept returns, exchanges or refunds in the following cases:
- change of mind;
- size selected incorrectly when ordering;
- mistake in customization details provided by the customer, such as name or number;
- personal preference after receiving the product.
Every order is considered final once confirmed.
Exceptions
A return, exchange or refund may be accepted only in case of:
- manufacturing defect;
- preparation error, such as wrong item, size or colour shipped by our team;
- non-conformity caused by an error on our side.
Customized products
Because our shirts are made to order and often customized by name, number, size, colours or design, they are excluded from the withdrawal right that applies to standard products.
The customer is fully responsible for the accuracy of the information entered when ordering. No change can be made after validation.
Our priority is to guarantee strong quality while providing a quick solution when the error comes from our company.
2. Eligibility conditions
Deadline
Any claim must be made within 48 hours of receiving the order.
Any request made after this deadline may be refused.
Product condition
The product must be:
- new and unused;
- in its original packaging;
- with all labels attached;
- accompanied by proof of purchase, such as order confirmation or invoice.
Accepted reasons
- manufacturing defect, such as stitching or printing;
- preparation error on our side;
- product received different from the product ordered.
Refused reasons
The following situations do not qualify for a return:
- customization error caused by information provided by the customer;
- size chosen incorrectly;
- normal wear;
- misuse;
- damage occurring after delivery;
- delivery delays, customs duties or local taxes.
If your request is accepted, Nova Foot may, depending on the situation and stock availability, replace the product, repair the product or issue a refund.
Nova Foot chooses the appropriate solution.
3. How to submit a request
- Contact us quickly
Send an email to contact@nova-foot.com with your order number, a detailed description of the issue and photos or videos clearly showing the defect or error.
- Provide supporting documents
Attach your order confirmation and any useful information that helps us review your case.
- Wait for our approval
Our team reviews each request within 24 to 48 business hours. Never ship a product without our prior approval. Unauthorized returns may be refused.
- Return the product
If the return is accepted, return costs may remain your responsibility. If the error comes exclusively from Nova Foot, we will refund reasonable return costs. We recommend using tracked shipping.
- Processing
After receiving and inspecting the product, generally within 5 to 10 business days, we will proceed with a replacement, repair or refund. Refunds are issued to the payment method used for the order and may take up to 14 days depending on your bank.
4. Refunds
Refunds are granted only when the return has been accepted.
They cover only the product price.
Initial delivery fees, customs duties and local taxes are not refunded.
Unauthorized returns may be refused or sent back at the customer’s expense.
5. Warranties
In accordance with applicable legal provisions, our products benefit from legal warranties against manufacturing defects and conformity defects.
If a defect appears after the 48-hour deadline but remains covered by the legal warranty, contact us so we can review your request.
6. Additional information
For any question about your order, our team remains available at contact@nova-foot.com.
We also invite you to read our Delivery Policy for timing, international shipments, transport loss or damage, and our Size Guide before ordering.
Our football shirts fit normally. If you are unsure, check the size guide before ordering. Customized products made from information provided by the customer cannot be returned because of a size error.