Exchanges and refunds

HOW CAN I RETURN A PRODUCT?

If you wish to make a return, please follow the steps below:
  • Log in to https://www.basketballemotion.com/en 
  • Click on "View my profile". 
  • In the "My orders" section in the menu on the left hand side of your user account, click on the "Change or return" button of the corresponding order. Once you have clicked it, you will see the order information. 
  • Click on the returns and exchanges link and follow the steps that will be indicated to process it. 

If you wish to exchange the product, then you must return it and make a new purchase with the new product.

CAN I RETURN A CUSTOMIZED PRODUCT?

Once your product has been customized you won't be able to return it, unless the product presents some manufacture and/or customization defect. In this case you would need to follow the steps described in the next section.

Before requesting to customize your product, we recommend you to make sure the size you chose is the correct one.

How can I cancel or modify my order?

If your order has not yet begun to be personalised or prepared, you can cancel it. To do this, go to "My orders", choose the order you want to cancel or modify and follow the instructions.

The time that passes from the moment you place the order until it is prepared is very short, so you should do it as soon as possible. If it is no longer possible to cancel it, we advise you to receive it and then request a refund.

I have received a defective product, how can I exchange it?

Before requesting an exchange due to a manufacturing defect, we advise you to consult our "Guarantees" section.

To proceed with the exchange of a defective product you must follow the following steps:
  • Log in to https://www.basketballemotion.com.
  • Click on "View my profile".
  • In the "My Orders" section of the left menu in your user account, click on the "Return or exchange" button of the corresponding order. Once you have clicked it, you will see the order information.
  • Click on the defective product link and follow the steps that will be indicated to process it.

How do I receive my refund money?

We will refund the amount within a maximum period of 14 calendar days after you have requested the return, including, if applicable, the delivery costs. Unless you expressly inform us at the time of requesting the refund, the refund will be made in the same form of payment that you used to make the purchase, i.e:
  • If you have paid by credit card you will receive a credit to the account associated with that card, which you can check on your credit card statement. The date of payment settlement will depend on your bank.
  • If you paid via PayPal, your PayPal account will be credited.
  • If you paid by cash on delivery or bank transfer, you will need to provide us with an account number for us to credit your account.
If you have any questions or doubts about your refund, please contact our Customer Service and they will help you.

RIGHT OF WITHDRAWAL

You have a period of 30 calendar days from receipt of the order to exercise your right of withdrawal without giving any reason. Once the return has been requested, you have a maximum period of 14 calendar days to return them and be reimbursed. 

In any case, it will not be possible to exercise the right of withdrawal on:

a) The provision of services, once the service has been fully executed, when the execution has begun, with prior express consent of the consumer and user and with the acknowledgement on his part that he is aware that, once the contract has been fully executed by the entrepreneur, he will have lost his right of withdrawal.

b) The supply of goods or services the price of which depends on fluctuations in the financial market which are beyond the trader's control and which may occur during the withdrawal period.

c) The supply of goods made to the specifications of the consumer and user or clearly personalised.

d) The supply of goods that are likely to deteriorate or expire quickly (food, flowers, fruit baskets, etc.).

e) The supply of sealed goods which are not suitable for return for reasons of health protection or hygiene and which have been unsealed after delivery (underwear).

f) The supply of goods which after delivery and taking into account their nature have become inseparably mixed with other goods.

g) The supply of alcoholic beverages whose price has been agreed at the time of concluding the sales contract and which cannot be delivered within 30 days, and whose actual value depends on market fluctuations beyond the trader's control.

(h) Contracts where the consumer and user has specifically requested the trader to visit him for urgent repairs or maintenance; if, during such a visit, the trader provides services in addition to those specifically requested by the consumer or supplies goods other than spare parts necessarily used to carry out the maintenance or repair, the right of withdrawal should apply to those additional services or goods.

(i) The supply of sealed audio or video recordings or sealed software which has been unsealed by the consumer and user after delivery.

j) The supply of digital content which is not provided on a tangible medium where performance has commenced with the prior express consent of the consumer and user with the knowledge that he/she loses his/her right of withdrawal as a result.

k) The supply of goods which after delivery have been manipulated beyond what is considered to be a logical use in order to verify their normal use. In this respect, special consideration should be given to

k.1) In the case of goalkeeper gloves: handling to see their normal use in terms of size and fit shall not involve carrying out any training, match or contact with the ball.

k.2) For basketball shoes: handling for normal use in terms of size and fit shall not involve any training, match or contact with the ball. It is recommended that extreme care be taken to check the size and fit by walking on a surface that does not leave a mark on the sole.

l) There are products that contain related accessories such as gymsacks, labels, stickers, special packaging, laces, etc. Returns received without these accessories cannot be processed as they will be considered incomplete.