Refund policy

Return and Refund Policy

Last updated: September 2026

This policy explains how returns, exchanges and store credit work for purchases made on palmcityfc.com. It forms part of our Terms of Service. Nothing in this policy limits your rights as a consumer under UAE law, including Federal Law No. 15 of 2020 on Consumer Protection.

1. Our policy in short

  • We do not offer cash refunds for change-of-mind returns.
  • Eligible items returned within 14 days of delivery receive store credit or an exchange.
  • Faulty, damaged or incorrect items are always put right, as described in section 5.
  • Personalised shirts and VIP matchday tickets have their own rules, set out in sections 6 and 7.

2. What you can return

You can return non-personalised items bought on the Site within 14 days of delivery, as long as they are:

  • unused, unworn and unwashed
  • in their original condition, with all original tags attached
  • in their original packaging, where possible
  • returned with proof of purchase (your order number)

We inspect every return when it arrives. If an item does not meet these conditions, we may decline it and send it back to you at your cost.

3. Items that cannot be returned for change of mind

  • Shirts printed with a name and/or number, including the shirt itself and the printing fee
  • VIP matchday tickets and other event tickets
  • Gift cards and store credit
  • Items marked as final sale on the product page
  • Items that have been worn, washed, altered or damaged after delivery

This does not affect your rights if any of these items is faulty or not as described.

4. Store credit and exchanges

When we accept a change-of-mind return, you can choose between:

  • Exchange: a different size or another item of the same value, subject to availability. If the new item costs more, you pay the difference. If it costs less, the difference is issued as store credit.
  • Store credit: the value of the returned item, issued in AED to your customer account or as a gift card sent by email.

About store credit:

  • It can be used for any purchase on palmcityfc.com.
  • It cannot be exchanged for cash or transferred to a card.
  • It is valid for the period shown when it is issued.
  • Original delivery charges are not credited.

We issue store credit or send your exchange within 5 working days of receiving and approving your return.

5. Faulty, damaged or incorrect items

If your item arrives faulty, damaged, or different from what you ordered, or develops a manufacturing fault, please contact us as soon as possible with your order number and photos of the problem.

Once we confirm the issue, you can choose:

  • a repair
  • a replacement, or
  • a full refund to your original payment method

In these cases we cover the cost of returning the item, and we also refund or credit the original delivery charge.

6. Personalised shirts (name and number printing)

Printed shirts are made to your instructions, so they cannot be cancelled once printing has started and cannot be returned or exchanged for change of mind or for a wrong size. Please check the name, number and size carefully before you pay.

If the print is faulty, damaged, or does not match what you entered at checkout, we will reprint or replace the shirt free of charge. If we cannot do this, we will give you a full refund as set out in section 5.

7. VIP matchday tickets

  • Tickets cannot be returned or exchanged for refund or store credit.
  • Postponed match: your ticket is valid for the new date. If you cannot attend, contact us within 7 days of the new date being announced and we will issue store credit for the ticket price.
  • Cancelled match (not rescheduled): we will refund the ticket price to your original payment method.

8. Orders we cancel or cannot deliver

You will receive a full refund to your original payment method if:

  • we cancel your order, for example because an item is unavailable or was listed at an incorrect price
  • your order is significantly delayed beyond the delivery time we gave you and you choose to cancel
  • your order is not delivered

9. How to return an item

  1. Email info@palmcityfc.com within 14 days of delivery, with your order number, the item(s) you want to return, and whether you would like an exchange or store credit. For faulty items, include photos.
  2. We will reply with return instructions and the return address.
  3. Pack the item securely with all tags attached and send it back. Please do not send items back without contacting us first.
  4. For change-of-mind returns, you are responsible for the cost of return shipping, and the item stays your responsibility until it reaches us. We recommend a tracked service.
  5. When the item arrives, we inspect it and email you to confirm your store credit, exchange or, where it applies, your refund.

10. Refund timing

Where a refund is due under sections 5, 7 or 8, we process it within 5 working days of approving it. It is made in AED to your original payment method. Your bank or card provider may take extra time to show it on your statement.

11. Gifts

If you received an item as a gift, you can return it under this policy with the order number. The store credit or exchange goes to you, and the buyer is not told.

12. Contact us

PALM CITY FOOTBALL CLUB L.L.C (Palm City FC)
Al Barsha, Office 163-204-Fv, Dubai, United Arab Emirates
Email: info@palmcityfc.com