Returns & Refunds

This page separates normal change-of-mind returns, problem goods and the EU statutory right of withdrawal so that the applicable costs and rights are clear.

14 calendar daysNormal return request window

No feeRestocking fee

Direct exchangesSupported

7 business daysInternal refund processing target

A · Normal return

Change of mind / non-defective

For eligible goods, contact support@goalroxi.com within 14 calendar days after receipt to register the return.

Examples include change of mind, no longer wanted, size preference or personal preference.
Customer pays the return shipping cost.
Goods may be required to be unused, unworn, unwashed, in original condition and with original tags where applicable.
No restocking fee is charged.

B · Problem goods

Damaged / defective / incorrect / incomplete

Contact support@goalroxi.com and provide reasonable information about the issue.

The merchant pays applicable return shipping.
For an exchange, the merchant also pays applicable replacement shipping.
Normal change-of-mind restrictions do not remove mandatory rights for non-conforming goods.
No restocking fee is charged.

C · EU statutory withdrawal

14-day statutory right

Where EU distance-selling rules apply, consumers generally have 14 days from receipt to exercise the statutory right of withdrawal without giving a reason.

Return shipping may be borne by the consumer where this responsibility was disclosed before purchase.
The consumer may inspect goods to the extent reasonably necessary, similar to a physical store.
Standard original delivery costs are refunded where required by law.
Supplementary delivery costs above the least expensive standard delivery option may be excluded where legally permitted.

Return process

Contact support

Receive instructions

Support provides the return address and steps. The registered business address is not automatically the return address.

Send the goods

Return the goods in accordance with the instructions and applicable return rules.

Resolution

After receipt and necessary review, an eligible refund or approved exchange is processed subject to statutory rights.

Exchanges

Normal exchange: the customer pays both return shipping and replacement-item shipping.

Merchant-responsibility exchange: for damaged, defective, incorrect or incomplete goods, the merchant pays applicable return and replacement shipping.

Refund timeline and method

Approved refunds are generally returned to the original payment method. Our internal target is to process an approved refund within 7 business days after the returned goods are received and the necessary review is completed.

This internal target does not replace or extend mandatory statutory refund deadlines. Banks, card issuers or payment providers may need additional time to display the refund.

EU statutory refund timing: where the statutory withdrawal rules apply, refunds follow the mandatory legal deadline. Where law permits, reimbursement may be withheld until the returned goods are received or the consumer provides evidence that the goods have been sent back, as applicable.

Exceptions where applicable

If clearly personalised, custom-made or made-to-order goods are offered in the future, they may fall within a statutory withdrawal exception where applicable law allows. That does not remove rights concerning defective, damaged, incorrect goods, merchant production errors or other mandatory statutory rights.

Statutory rights

Nothing in this policy limits mandatory statutory consumer rights.

Returns Refunds