Refund policy

Simple rules, fair outcomes. Please read carefully before ordering custom goalkeeper gloves or custom shin pads.

1. Custom Products & Australian Consumer Law Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and receive a refund for the unused portion, or compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.

• Custom and Made-to-Order Items: Custom goalkeeper gloves and custom shin pads are manufactured to your unique specifications. Under Australian Consumer Law, United States ecommerce guidelines, and European Union (EU/UK) consumer regulations, statutory rights to a cooling-off period or a refund/exchange do not apply to products that are clearly personalised or made-to-order. Consequently, change-of-mind returns, cancellations, or voluntary exchanges are not available for custom items once production has commenced.
• Faulty or Damaged Items: If a custom item arrives faulty, damaged, or fails to meet a consumer guarantee, we will fulfil our statutory obligations to make it right by offering a repair, replacement, or full refund depending on the severity of the failure.

2. General Stock Return Eligibility

For non-customised, standard retail inventory (such as stock apparel, accessories, or standard sizing gear), you may request a change-of-mind return within 14 days of delivery provided:

• The item is completely unused, unworn, and in its original pristine condition.
• The product remains packaged in its original retail wrapping with all tags intact.
• You provide an authentic proof of purchase (such as your Shopify order number or receipt).

3. Pricing Errors & Order Cancellations

We strive to ensure all text, specifications, inventory levels, and prices displayed on our storefront are accurate. However, technical glitches, currency translation bugs, or database sync errors may occasionally occur.

We reserve the right to refuse, cancel, or void any order placed for a product listed at an incorrect price due to a typographical error, technical malfunction, or database sync glitch—regardless of whether the order has been confirmed and your payment method charged. If your payment has already been processed for the purchase and your order is cancelled by us due to a pricing error, we will immediately issue a full refund to your original payment method for the incorrect amount.

4. How to Request a Return

1. Contact Support: Navigate to our support page or email us with your order number, clear details of the issue, and high-resolution photographs if the product arrived damaged or faulty.
2. Receive Authorisation: Our team will review your request against our compliance guidelines. If approved, we will provide you with a formal return merchandise authorisation, processing instructions, and the correct delivery address. Do not mail items back without prior written approval.
3. Ship it Back: Pack the item securely to avoid damage in transit. You must ship the return parcel using a tracked delivery service and retain your tracking number. You are responsible for paying the direct shipping costs for returning change-of-mind goods.

5. Refunds & International Processing

• Inspection: Once your return parcel is delivered to our facility, it will be inspected. We will notify you via email regarding the approval or rejection of your refund based on the condition of the physical item.
• Settlement Tunnels: If approved, your refund is automatically processed back to your original payment method.
• Timeframes: While we release funds immediately upon approval, external banking networks, credit card companies, and international payment providers can take 3–10 business days to clear the funds back into your account.
• Shipping Costs: Outbound shipping fees are non-refundable unless an item is confirmed by us to be structurally faulty or shipped in error.

6. Exchanges

If you need a different size or a replacement for a non-customised stock item, please lodge a support ticket. For custom goalkeeper gloves and custom shin pads, exchanges are strictly limited to instances of verified production faults or manufacturing errors.

Frequently Asked Questions

Can I return a custom product?

Change-of-mind returns, order modifications, and voluntary cancellations are not available for custom goalkeeper gloves or custom shin pads because they are made-to-order to your individual requirements. If the item arrives with a verified manufacturing defect, we will repair, replace, or refund it in accordance with your consumer rights.

How long do refunds take to clear?

Once our inspection is complete and a refund is approved, the transaction is initiated instantly. However, local and international banking institutions routinely require several business days to settle funds into your account.

My item arrived damaged—what do I do?

Contact our support team immediately. Please provide your order number alongside clear photographs of the damaged product and the exterior delivery packaging. We prioritise processing shipping damage claims to ensure a swift resolution.

International Orders, Tariffs, and VAT

For orders placed from the United States, United Kingdom, or the European Union, please note that your purchase may be subject to local import duties, customs clearings, or value-added taxes (VAT) levied by your destination country. These external regulatory fees are the sole responsibility of the customer and are not managed or covered by Reggio Co Perth.

Need help with a return?

Please visit our dedicated support page to submit an enquiry with your order number—our team will review your file and respond as quickly as possible.