Cancellation Policy

If you are contracting as a consumer, subject to the exceptions set out below , for items purchased via our website at http://arsenaldirect.arsenal.com/(Products) or over the telephone you may cancel an order in full (but not in part) at any time within fourteen calendar days, beginning on the day after you received the Products (Cancellation Deadline).

If you wish to cancel an order in accordance with the above, you may do so before the Cancellation Deadline by either: (a) using the cancellation form available by clicking here or (b) providing us with a clear statement that you wish to cancel by phone on 020 7619 5000 , by email to customerservice@arsenaldirect.co.uk or by post to Arsenal Direct Cancellations, Highbury House, 75 Drayton Park, London, N5 1BU.If Products have already been despatched to you prior to you exercising your right to cancel, you must return such Products as soon as reasonably possible and in any event within fourteen days of you informing us of your desire to cancel. We recommend that you send the Products back to us using a signed-for delivery/courier service and obtain proof of delivery. JEANRICHARD watches must be returned to our partner Ferrari Express LTD (address below) only and not to us.

Please Address JEANRICHARD Parcels to:

Ferrari Express LTD
Unit 12-15 Trident Industrial Estate
Blackthorne Road
Colnbrook
Berkshire
SL3 0AX

Please Address all other Parcels to:

Arsenal Returns Department
Torque
Challenge Way
Off Cutler Heights Lane
Bradford
BD4 8NG

Please note that your right to cancel may only be exercised in respect of your entire order. If you wish to return only part of an order, you may do so in accordance with our returns policy set out below.
Your right to cancel will not apply in respect of any of the following Products :
• any personalised products, including merchandise printed with a player’s name, personal name or squad number to your specification;
• perishable goods (such as chocolates or sweets);
• DVDs, computer software or audio and visual recordings (in each case where the sealed packaging and/or shrink wrap been opened); and
• goods that are sealed for health or hygiene reasons, if they have been opened.
However, note that if Products were damaged or faulty when you received them, they may be returned to us in accordance with our returns policy.

If you submit a valid cancellation request prior to the Cancellation Deadline and (if applicable) send or return any Products to us in person within fourteen days of such cancellation request, we will refund you the full purchase price of your order and our standard delivery charge within 14 days of either: (a) receiving your cancellation request (if no Products have yet been despatched to you); or (b) if Products have already been despatched to you, our receipt of such Products. Unless expressly agreed otherwise by us, we will make such refund using the same method of payment that you used for the original order. Please note that: (a) if you opted for a more expensive method of delivery you will not be refunded for any additional delivery charges beyond the standard delivery charge; and (b) you must take good care of the Products while they are in your possession. We may reduce the refund due to you if any Products returned to us have suffered any diminution in value due to your handling of such Products.

Please note that as a consumer you have legal rights in relation to goods that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in this policy will affect your legal rights as a consumer.

Returns Policy

In addition to your right to cancel in accordance with the above, but subject to the exceptions set out below, we allow you on a “goodwill” basis to return any Product purchased from us in its original condition within 28 days of delivery and receive a refund of the purchase price of such Product. We reserve the right to refuse to accept any returned Products that have been damaged or tampered with.

To return a Product (other than JEANRICHARD watches) please send it to us with a completed returns slip (which will be delivered to you with the Product) and your despatch note, or valid receipt, to the following address within 28 days of delivery to you:

Please Address JEANRICHARD Parcels to:
JEANRICHARD
Ferrari Express Ltd
Unit 12-15 Trident Industrial Estate
Blackthorne Road
Colnbrook
Berkshire
SL3 0AX

Please Address all other Parcels to:
Arsenal Returns Department
Torque
Challenge Way
Off Cutler Heights Lane
Bradford
BD4 8NG

Other than JEANRICHARD watches (which must be returned to the above address) Products may also be returned in person with proof of purchase to our Club stores including: The Armoury; The Arsenal Store: Finsbury Park, or The Arsenal Store: Highbury House, with your completed returns slip.

We will refund your reasonable delivery costs of returning faulty Products upon presentation of valid proof of purchase. Otherwise, you are responsible for all shipping and delivery costs of returning Products. Further details regarding delivery costs of returned Products are set out below.

Please note that the delivery of returned Products to us is at your own risk. We recommend that you use a courier or signed-for service when returning Products, in particular high value items such as JEANRICHARD watches.

If you return a Product to us in accordance with our “goodwill” returns policy, or because you consider that the Product is defective, we will examine the returned Product and will notify you of your refund or otherwise via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund. We will refund the price you paid us for a defective Product in full, including any applicable delivery charges and any reasonable costs you incur in returning the item to us. In all other cases you will be responsible for all postage and packaging costs for the return of the Product.

We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

Exceptions

Once a Product has been printed to your specification with a player’s name, a personalised name and/or squad number unless the shirt is faulty we cannot provide a refund or exchange even if that player subsequently leaves the club or his squad number changes during his career at Arsenal.

Special refund terms may apply to Products bought as part of a promotional offer such as “3 for 2” or “2 for £25”. Refunds for goods purchased under a promotional offer will be based on the terms of the promotional price. Your legal rights are not affected and the refund policy for certain promotional offers will be notified to you where applicable.

The full terms and conditions on which we supply any of the Products listed on our website are available at http://arsenaldirect.arsenal.com/responsive-content/afc-terms/page/afcterms