Cancellation, Returns and Faulty Goods

This policy applies to Consumers purchasing goods at a distance through Captain Arm Bands. A “Consumer” is an individual acting wholly or mainly outside their trade, business, craft or profession.

The seller is Teamecommerce s.r.l., with registered office at Via Roma 50/R, 24060 Credaro (BG), Italy, Italian tax code and VAT number 03948390160. Customer-service requests may be sent to info@teamecommerce.com.

This policy distinguishes between:

• cancellation because the Consumer has changed their mind about a non-personalised product;
• products made to the Consumer’s specifications or clearly personalised, for which the statutory change-of-mind cancellation right normally does not apply;
• goods that are faulty, damaged, unsafe, misdescribed or incorrectly personalised, which are covered by statutory consumer rights.

A Consumer may cancel a distance contract for non-personalised goods without giving a reason at any time after the contract is concluded and until the end of 14 days after delivery.

For a single item, the cancellation period ends 14 days after the day on which the Consumer, or a person nominated by the Consumer other than the carrier, takes physical possession of the goods. Where several goods from one order are delivered separately, the period ends 14 days after delivery of the last item. For goods delivered in several lots or pieces, it ends 14 days after delivery of the last lot or piece.

The Consumer may submit the cancellation request through the online function below:

Withdraw from the contract here

The online function identifies the order, records the goods concerned and allows the Consumer to review and confirm the cancellation statement. After submission, an acknowledgement is sent on a durable medium, normally by email, with the request identifier and the date and time of submission.

Using the online function is optional. The Consumer may instead send a clear cancellation statement to info@captain-arm-bands.com or by post to:

Teamecommerce s.r.l.
Via Roma 50/R
24060 Credaro (BG)
Italy

No particular wording is required, provided that the statement clearly communicates the decision to cancel and allows the relevant order to be identified.

It is sufficient for the cancellation statement to be sent before the cancellation period expires. Cancellation is not subject to prior approval or discretionary authorisation by the Seller.

The statutory change-of-mind cancellation right does not apply to goods made to the Consumer’s specifications or clearly personalised.

This normally includes captain’s armbands, shin guards, footballs, T-shirts and other products manufactured using individual names, numbers, dates, photographs, logos, crests, text, colour combinations, special measurements or other non-standard choices supplied or approved by the Customer.

The personalised nature of the product and the absence of the change-of-mind cancellation right will be made clear before the order is placed, including on the product page, in the configurator, on an artwork proof, in the basket or in the order summary.

Where an order contains both personalised and standard goods, this exclusion applies only to the personalised goods. The Consumer may still cancel the eligible non-personalised goods.

Before production begins, the Seller may agree to an amendment or cancellation as a commercial courtesy where this remains technically and operationally possible. This is not a statutory cancellation right. Any lawful cost already incurred will be explained before a proposed solution is accepted.

The exclusion for personalised goods does not affect rights relating to goods that are faulty, damaged, unsafe, misdescribed or produced differently from the approved personalisation.

After communicating cancellation, the Consumer must send the goods back without undue delay and no later than 14 days after the day on which the cancellation statement was sent. The deadline is met if the goods are dispatched before the 14-day period expires.

The Consumer should wait for, and follow, the reasonable return instructions sent by the Seller so that the correct Italian return address and customs information can be used. These operational instructions do not make the statutory cancellation right subject to the Seller’s discretion.

Unless the Seller agreed to bear them, the Consumer is responsible for the direct cost of returning non-personalised goods following a change of mind, provided that this responsibility was disclosed before the order was placed.

Returns from the United Kingdom to Italy may require customs documentation. The parcel should be accurately described as returned merchandise and should include the order or return reference requested by the Seller. Instructions may differ for returns from Great Britain and Northern Ireland.

The Consumer should use a tracked service and package the goods securely. The Consumer remains responsible for the returned parcel until it is delivered to the Seller, except where the Seller arranged collection or supplied the return carrier.

A request to exchange a correctly supplied product for a different size, colour or model is a commercial exchange rather than a statutory fault claim. It may be accepted under the conditions communicated by the Seller, and related transport costs may be charged to the Customer.

The Consumer may inspect and handle the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, in a manner comparable to what would normally be permitted in a shop.

Goods should be returned with their accessories, components and documentation where supplied. Original packaging should be used where it remains available, but its absence does not automatically remove the right to cancel.

The Seller may make a proportionate deduction from the refund where the value of the goods has been reduced by handling beyond what was reasonably necessary. Any deduction will reflect the actual reduction in value and will be explained to the Consumer.

No fixed penalty or predetermined percentage deduction applies merely because the packaging is missing, the product has been opened or the goods cannot immediately be sold as new.

Following a valid cancellation, the Seller will refund the amounts due without undue delay.

The Seller may withhold the refund until the returned goods are received or until the Consumer provides evidence that they have sent the goods back, whichever occurs first. The refund will then be completed no later than 14 days after that event.

The refund will be made in pounds sterling using the same payment method used for the purchase, unless the Consumer expressly agrees otherwise. The Seller will not charge a refund fee.

Where the whole eligible order is cancelled, the refund includes the price of the returned goods and the cost of the least expensive standard delivery method offered for that order. Any additional amount paid for express, priority, urgent or other upgraded delivery is not refundable.

Where only part of an order is cancelled, the Seller refunds the price of the eligible returned goods and any delivery amount required by law. There is no automatic proportional refund of the original delivery charge where that charge would have been the same if the returned goods had not formed part of the order.

The Seller will not automatically recalculate a free-delivery promotion or retrospectively charge the original outward delivery cost solely because a partial cancellation reduces the value of the goods retained by the Consumer.

Any import VAT or customs adjustment connected with a return will be handled according to the applicable tax and customs procedure. The Consumer must reasonably cooperate by providing documents needed to process the return or adjustment.

Claims relating to faulty, damaged, unsafe, misdescribed or incorrectly personalised goods are separate from the change-of-mind cancellation right.

Goods must be of satisfactory quality, fit for any purpose made known to and accepted by the Seller, and match their description, model, sample and approved personalisation. These rights apply to both standard and personalised goods.

A Consumer may have a short-term right to reject non-conforming goods within 30 days. The relevant period normally begins when the Consumer has ownership of the goods, the goods have been delivered and any required installation has been completed.

Where the short-term right to reject is available and exercised, the Consumer is entitled to a refund in accordance with the Consumer Rights Act 2015.

After the short-term period, or where the Consumer chooses not to reject the goods, the Consumer may require repair or replacement. For a personalised product, a correctly produced remake may constitute the appropriate replacement. The remedy must be provided within a reasonable time, without significant inconvenience and at no cost to the Consumer.

If repair or replacement is impossible, disproportionate, unsuccessful, or is not provided within a reasonable time and without significant inconvenience, the Consumer may be entitled to a price reduction or the final right to reject the goods.

A fault appearing within the first six months after delivery is presumed to have been present when the goods were delivered unless the Seller proves otherwise or the presumption is incompatible with the nature of the goods or fault.

A product that accurately reproduces an error already contained in a configuration or artwork proof expressly approved by the Customer is not non-conforming for that reason alone. The goods remain non-conforming where they differ from the approved proof or have defects in materials, printing, workmanship, safety or functionality.

Damage caused after delivery by misuse, accidental damage, normal wear, incorrect washing, improper maintenance or failure to follow instructions is not a manufacturing defect.

The Consumer should contact info@captain-arm-bands.com and provide the order number, the product concerned and a description of the problem.

Photographs or other information may be requested where reasonably useful for assessing the issue, but they will not be used as an unreasonable obstacle to a statutory remedy.

Where inspection, return, collection, repair, replacement or remake is reasonably required for non-conforming goods, the Seller will bear the necessary reasonable costs, including an appropriate cross-border return method and customs charges caused by the return.

The Consumer should not send a faulty item independently before receiving return instructions unless this is reasonably necessary. If the Consumer incurs a reasonable return cost after the Seller has failed to provide an appropriate method, reimbursement will be considered in accordance with the Consumer’s statutory rights.

In appropriate cases, the Seller may decide that physical return of the faulty product is unnecessary. This operational decision does not restrict the Consumer’s statutory remedies.

For cancellation, return or fault enquiries, contact info@captain-arm-bands.com or use the optional online cancellation form available on the Website:

Withdraw from the contract here

For further information about personalised goods, delivery, customs, statutory rights and the governing contract, please consult the Website’s Terms and Conditions of Sale.

Last updated: 24 July 2026