Refund Policy

Last updated: November 12, 2026

This page is about money: when Floodlit refunds you, how much comes back, where it goes and how fast. The steps for sending something back (the free label, packing, exchanges) are on our Returns & Exchanges page; this one picks up from the moment we have your return or have agreed that something went wrong. Short version: every product can be returned within 60 days of delivery, return postage is on us, and refunds are sent within 7 days of receiving your return.

1. When you are entitled to a refund

Below are the situations that lead to a refund, what we need from you in each case, and what you get back. Each one has a different trigger, so the 7-day clock starts at a slightly different moment.

1.1 You changed your mind, or the size or colourway is wrong for you

The keeper top fits like a tent, the light-base jersey you picked is the same colour as the team in the slot after yours, or a player dropped out before the opener. Send the item back within 60 days of delivery using the free label we email you. Once the return reaches us, the item price is refunded within 7 days of receiving it. You do not pay for the return label.

1.2 The item arrived damaged or with a fault

A torn parcel, a mark across the front, a number printed off-centre, lettering that came out wrong compared with your order confirmation. Email photos of the problem and the shipping label to support@floodlit.shop as soon as you notice. You choose: a replacement made to your original order, or a full refund. Contact us and we will explain the next step for the item; if it needs to come back to us, the return label is free.

1.3 We sent the wrong item

Wrong colourway, wrong size, someone else’s name on the back, a hoodie where you ordered shorts. Send a photo of what arrived, including the size label. We make and ship the correct item or refund it in full, whichever you prefer.

1.4 Your parcel did not arrive

If your parcel is past the end of the 7-14 business day transit range or tracking has stopped moving, email us with your order number. We check with the carrier. If the parcel turns out to be lost, we send a replacement or refund the order in full. How long the carrier takes to answer is outside our control, but we keep you updated by email while we wait.

1.5 You cancelled before production

Cancel within 24 hours of placing your order, before it ships, and you get everything back. See Cancel or Change an Order. The refund is sent once we confirm the cancellation by email.

1.6 We had to cancel

Rarely, we may have to cancel an order: an item cannot be made, a price was shown wrongly, or the payment could not be verified. We email you straight away and refund the full amount you paid.

2. What is refunded, situation by situation

Because shipping on every Floodlit order is free, there is never an outbound shipping charge to refund or to hold back. There are no restocking fees, and we do not deduct the cost of the return label.

3. How long it takes

For returned items, we send your refund within 7 days of receiving your return. For damaged, wrong or lost items, contact us and we will explain the next step for the item; the refund goes out within 7 days of us confirming the claim by email, or within 7 days of receiving the item if it needs to come back to us.

“Sent” means the refund leaves us. After that, the time until it shows on your statement depends on your bank or payment provider. Some show it the same day; some take a few more business days to post it. If you cannot see it after that, email us. We will send you the refund date and reference so you can ask your bank or provider to trace it.

A worked example

A captain orders eight Chalk Line Pinstripe Jerseys on a Monday. They are delivered three weeks later. In week two of the season, one player leaves for a job in another city. The captain emails us on day 20 after delivery, gets the free label the next business day, and drops the shirt at the post office that weekend. It reaches us the following Thursday. The refund for that one jersey is sent within 7 days of that Thursday. The other seven shirts are untouched.

4. Where the money goes

• Original payment method: by default, refunds go back to the same payment method and account you paid with, in US dollars.
• Store credit, if you prefer: ask for it in your return email. Floodlit store credit never expires, so it is still there when the next season’s sign-ups open. You can split a refund between money back and store credit if that suits the squad.
• Gift orders: refunds go to the person who paid, unless they ask us to give store credit to the person who received the gift.
• Squad orders paid by one person: the refund goes to that person. If players chipped in to the captain, settling up between you is up to the squad; we can only refund the payer.

If your card was issued in another currency, your bank converts the US dollar refund back into your currency at its own rate. The amount in your currency can differ slightly from what you paid because exchange rates move; that difference is set by your bank, not by us.

5. Personalised items and refunds

Name, number, team name and slot-line text are printed exactly as you typed it, and no proof is sent before production. That affects which refund route applies, not whether you can get one:

• If the shirt does not match the text in your order confirmation, it is our mistake and section 1.2 or 1.3 applies: full refund or replacement, and you pay no return postage; contact us and we will explain the next step for the item.
• If the shirt matches what was typed (including a typo made at checkout), it is a change-of-mind return under section 1.1: send it back within 60 days with our free label and the item price is refunded within 7 days of receiving it.

The fastest fix for a typo is still the 24-hour change window right after ordering, before production starts.

6. Partial refunds

We only ever refund part of an item’s price in one situation: a change-of-mind return that comes back clearly used, for example washed, played in or damaged after delivery. If that happens, we email you first with the amount we can refund, the reason and photos. You can accept, or ask us to send the item back to you instead at no cost. We never make a partial refund without telling you.

Returning part of an order is not a partial refund. If you return two shirts out of eight, those two are refunded in full and the rest of the order stays as it is.

7. Taxes, duties and charges outside our control

Our checkout does not add sales tax to your order, so there is no sales tax line for us to refund. For parcels to Canada, Australia and New Zealand, any import duties or taxes charged by the destination country are collected by the carrier or the customs authority, not by us. Whether they can be reclaimed depends on the destination country’s rules. If you paid a charge like that and then return the item, email us and we will help you find out what can be done.

Bank fees for foreign transactions or currency conversion are set by your card issuer and are not something we charge or can refund.

8. Payment problems and disputes

If something looks wrong on your statement, such as a charge you do not recognise, a duplicate charge, or a refund that has not arrived, please email us first with your order number. We can usually find the answer quickly by looking at the order. Contacting us does not take away any right you have with your bank or payment provider.

The payment methods available on the site are shown at checkout; see Payment Methods for how payment works.

9. Store credit in more detail

• Store credit is issued in US dollars to the email address on your order.
• It never expires.
• It can be used on any product in the store, including shirts for a new season with different names and numbers.
• If you have a balance and cannot see it at checkout, email us and we will apply it to your order.
• Store credit cannot be exchanged for cash once issued, so ask for money back instead if that is what you need.

10. What to include so your refund is not held up

Most slow refunds come down to a parcel we cannot match to an order. Save yourself the wait:

1. Use the return label we email you, not one you bought yourself.
2. Put a note inside with your order number and the name or number on the back of each shirt that is coming back.
3. Tell us in your email whether you want money back or store credit, and for a squad order, which items.
4. For damage or a wrong item, send clear photos in daylight or under a bright indoor light, showing the whole item and the problem close up.
5. Keep the drop-off receipt until the refund email arrives.

If anything is missing, we email you to ask rather than guess. A quick reply keeps the 7-day refund window moving.

Returning shirts for several players in one parcel? List them all in one email rather than one email per player. One request, one label, one refund email: much easier to follow in the group chat when people ask whether their money is back.

11. Quick answers

Do I lose the shipping cost on a return?

No. Shipping is free on every order and the return label is free too, so nothing is deducted for postage either way.

Can I get a refund for one shirt from a squad order?

Yes. Each item is refunded on its own.

Is there a fee for refunding to my card?

Not from us. Your own bank may charge currency conversion fees if your card is in another currency.

Can I ask for store credit and then change my mind?

Tell us before we issue it and we will send the money back instead. Once store credit has been used on an order, that part cannot be turned back into cash.

12. Contact us about a refund

Email support@floodlit.shop or submit a ticket with your order number, and we reply within 24 hours on business days. Related pages: Returns & Exchanges, Shipping & Delivery and Terms of Service. Floodlit, 8428 Jeannette St, New Orleans, LA 70118, US.