Refund Policy

Last updated: November 9, 2026

This page is all about the money: when you get it back, how much, where it lands and how long it takes. If you want the step-by-step for sending something back, head to the Returns and Exchanges Policy. If your order has not shipped yet and you want out, the Cancel or Change an Order page is your first stop. Here we keep score of every dollar.

1. When a refund is on the table

A refund is available in each of the situations below. In every case, you choose between money back to your original payment method and store credit that never expires.

1.1 Your item arrived damaged or faulty

A torn seam, a stain, print that is peeling or cracked out of the box: email us within the 60-day window with your order number and a couple of photos. We will offer a reprint or replacement, or a full refund for that item if you would rather have the money. You do not pay any postage, and we may not even need the item back if the photos tell the story.

1.2 We printed or packed the wrong thing

If the name or number on the jersey does not match what you typed, or we sent the wrong size, color or product, that is on us. You can take a free reprint, a replacement, or a full refund for the item. The free return label covers sending the wrong piece back if we ask for it.

1.3 Your parcel never showed up

If a parcel is lost on the way, we work with the carrier to find it. When it is confirmed lost, we replace the order or refund it in full, your call. Shipping was free, so there is nothing extra to refund on that line, and you will not be charged again for a replacement.

1.4 Changed your mind, or the fit is wrong

Every item, personalised jerseys included, is covered by our 60-day returns. Send it back with our free return label and we refund the item price once the return reaches us. Return postage is paid by us, so nothing is deducted for it.

1.5 You cancelled within 24 hours

Orders cancelled by email within 24 hours of ordering are refunded in full. Nothing has been printed yet, so there is nothing to return.

1.6 We cancelled your order

Now and then we have to cancel an order ourselves, for example when the text asks us to print a real team, league, college, player or brand name, or a logo. We do not print those. When we cancel, we refund the full order and email you to explain why. You are welcome to order again with your own name, a nickname or a family word instead.

2. How fast the money moves

Speed matters, so here are the numbers we hold ourselves to.

“Within 7 days” is the time it takes us to send the refund. After we send it, your bank or payment provider needs its own time to show it on your statement. That part is outside our control, and it varies between providers. If you do not see the refund after a reasonable wait, email us and we will send you the details of when it was issued so you can ask your provider.

We always tell you when it goes out

Every refund comes with an email from us saying how much was refunded and when. Keep it until the money shows up; it is the easiest thing to forward to your bank if you ever need to.

3. Where your refund lands

Refunds go back to the same payment method you used to place the order. We cannot send a refund to a different card, account or person. If the original payment method has been closed, email us and we will work out the best solution with you.

Choosing store credit instead

Prefer to keep the money in the game? Ask for store credit instead of a refund. Store credit is added for the same amount, never expires and can be spent on anything in the shop, from a custom kickoff football jersey to the plain six-panel cap. Many families use it when they are swapping one style for another or planning next season’s matching set.

4. What gets refunded

Refunds cover the price you paid for the item. A few details about what that includes:

• Size add-on: if you paid the $3 extra for 3XL, 4XL or 5XL, it is part of the item price and refunded with it.
• Sleeve numbers: the $4 sleeve number option, where you added it, is part of the item price and refunded with it.
• Shipping: shipping is free on every order, so there is never a shipping charge in the total.
• Return postage: we pay it, so it is never deducted.
• Discounts: if an order used a discount, the refund is the amount you actually paid for the item after that discount.
• Sales tax: we do not collect sales tax at checkout, so there is no tax line to refund.
• Import charges: import duties depend on the destination country. Contact us if you paid any on an order you are returning and we will help you look at your options.

There is no restocking fee and no deduction for trying things on.

5. Partial refunds

Not every refund covers a whole order. Some common cases:

Part of a family set

Family sets are one jersey per person, each its own line. Return two jerseys from a set of six and we refund those two, while the other four stay with your family.

Items that come back used

If a returned item comes back washed, marked or clearly worn, and the reason is not a fault with the item, we will email you before deciding anything. We may offer a partial refund that reflects the condition, and we explain the amount so you can respond. We never make that call without telling you first.

Missing pieces from a return

If your email says three items are coming back and only two arrive, we refund the two we received and write to you about the third.

6. Payment disputes and chargebacks

If something is wrong with a charge, email us first. Most problems, from a double charge to a missing refund, are settled quickly once we can see the order. A chargeback with your bank can take much longer, freezes the payment while it is reviewed, and makes it harder for us to fix the issue directly.

If you have already opened a dispute, let us know by email. We will share what we know about the order with you and with the payment provider, and we will still help you get the right result.

7. Refund examples from the bleachers

The quarter-zip that ran long

You bought a quarter-zip in XL and it fits more like a gown. You email on day 20, we send a free label, the parcel reaches us, and within 7 days the item price is back on your original payment method.

Grandma’s name spelled wrong, by us

Your order says “Rosalind”, the jersey says “Rosalnd”. Send us a photo. We offer a free reprint with the correct spelling, or a refund for that jersey. Your call.

Grandma’s name spelled wrong, by the typist

The order itself says “Rosalnd”. We printed exactly what was typed, so it is not a misprint. It is still covered by the 60-day returns: send it back with our free label and we refund it, or exchange it for a corrected jersey.

Ordered at midnight, regretted at breakfast

You ordered at 11:50 pm and emailed to cancel at 8 am. That is inside 24 hours, so the full order total is refunded.

Team logo request

You typed a pro team name in the front text field. We cancel that line, refund it in full and email you so you can choose your own text instead.

8. Personalised items and refunds

We know the name on the back makes the jersey yours. That is why personalised items are covered by the same 60-day returns as everything else, and why misprints, damage and wrong items are always fixed no matter what was printed. Because there is no proof or mockup before production, the live preview on the product page is your check. A minute spent on spelling before checkout saves you a return later.

9. Gifts, exchanges and price differences

Refunds on gift orders

When a jersey was a gift, the refund still goes back to the payment method the buyer used. If the person who received the gift would rather not involve the buyer, they can ask for store credit instead. Store credit is issued to the email address that writes to us with the order number, and it never expires.

Exchanging into a bigger size

Moving from 2XL to 3XL, 4XL or 5XL adds $3, because those sizes carry that extra charge. We will tell you how to cover the difference before the new jersey is printed.

Exchanging into a smaller size

Moving down from 3XL, 4XL or 5XL into a size without the add-on means you paid $3 more than the new item costs. We refund that difference to your original payment method, or add it as store credit if you prefer.

Removing sleeve numbers

If you exchange a jersey with sleeve numbers for the same style without them, the $4 sleeve option is refunded in the same way.

10. Checking where your refund stands

Not sure whether your refund has gone out? Here is a quick checklist before you write:

1. Look for our refund email. It lists the amount and the date we sent it.
2. Check that your return was delivered to us by looking at the tracking on your return label.
3. Count 7 days from the delivery scan on your return. That is our deadline for sending the refund.
4. After our refund email, check the statement for the payment method you used at checkout.

If any of these steps does not line up, email us with your order number and we will check it straight away. You never have to chase us twice. A screenshot of the return tracking is the fastest way to help us find it.

11. Contact us about a refund

Write to support@fanroo.shop with your order number and, if you have one, the date of your return drop-off. Email is the only way to reach us, and we reply within 24 hours on business days. Our address is Fanroo, 723 N Walnut Ave, New Braunfels, TX 78130, US.

More help: FAQs, Help Center, Submit a Ticket and our Terms of Service.