Returns & Refunds Policy

KOVA Football

At KOVA, every pair of shin pads is produced with care and attention to detail. We want every customer to be satisfied with their purchase.

Our returns policy differs depending on whether you have purchased our standard CORE edition or one of our personalised editions.

1. CORE Edition — Standard Products

Our CORE edition is a standard, non-personalised product.

Customers purchasing CORE online have the right to cancel their order within 14 days of receiving their goods, without giving a reason.

To exercise this right, please contact us within the 14-day cancellation period. You must then return the product within 14 days of notifying us.

Customers are responsible for the direct cost of return postage for change-of-mind returns.

You may inspect the product as you would in a shop. However, we may make a lawful deduction from your refund if the product's value has been reduced by handling beyond what is necessary to establish its nature, characteristics and functioning.

Eligible refunds will include the original standard delivery charge, where applicable, and will be issued to the original payment method within the legally required timeframe.

2. Personalised Editions — IDENTITY, TRIBUTE & SIGNATURE

Our IDENTITY, TRIBUTE and SIGNATURE editions are designed to incorporate customer-specific personalisation, such as initials, numbers, photographs, names or other individually requested artwork.

Where a product has been made to your specifications or is clearly personalised, it is exempt from the standard 14-day change-of-mind cancellation right under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013.

Accordingly, we do not accept change-of-mind returns, cancellations or refunds for genuinely personalised products.

This does not affect your statutory rights where goods are faulty, incorrectly personalised, not as described or otherwise fail to meet the requirements of consumer law.

3. Incorrect Personalisation or Order Errors

If we make an error when producing your order, including incorrect artwork, initials, numbers or other personalisation that does not match the agreed order specifications, please contact us with your order number and clear photographs.

We will assess the issue and provide an appropriate remedy in accordance with your statutory rights.

Customers are responsible for checking the personalisation details they submit. We are not generally responsible for reproducing incorrect information supplied or approved by a customer, provided the finished product matches the agreed specifications.

4. Faulty or Damaged Products

All KOVA products, including personalised editions, are covered by your statutory consumer rights.

If your product arrives damaged, is faulty, is not as described or does not meet applicable consumer rights requirements, please contact us as soon as possible.

Where a fault is confirmed, you may be entitled to a refund, repair, replacement or other remedy under the Consumer Rights Act 2015.

Customers may have a short-term right to reject faulty goods within 30 days of delivery. Additional rights may apply after this period.

Where we are legally responsible for a fault, we will cover necessary return postage costs.

5. General Wear and Accidental Damage

Normal wear and tear, accidental damage, misuse and damage caused by improper care are not generally grounds for a refund or replacement.

This does not exclude defects in materials or workmanship, or any other statutory consumer rights.

6. How to Request a Return or Report a Problem

Please contact KOVA Football through the contact details published on our website.

Include your order number, a description of the issue and, where relevant, photographs of the product.

Please contact us before sending an item back so we can provide the appropriate return instructions.

7. Refund Processing

Approved refunds will be issued to the original payment method within the applicable legal timeframe.

The time taken for funds to appear in your account may vary depending on your payment provider.

8. Your Statutory Rights

Nothing in this policy limits or excludes your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or any other applicable consumer protection legislation.