RETURNS & REFUND POLICY

Last updated: September 2026

Kitzonefootball aims to provide quality products and a safe, positive shopping experience for our customers. This Returns & Refund Policy sets out the conditions for returns, exchanges, cancellations and refunds for products purchased from our online store.

1. Right to cancel

For purchases made online, consumers may cancel their order within 7 (seven) calendar days from the date they receive the product, in accordance with Article 49 of the Brazilian Consumer Protection Code.

To request a return, the customer must contact Kitzonefootball through our customer service channel, providing the order number and the reason for the request.

Exercising the right to cancel does not require the product to be faulty.

2. Return conditions

The product must be returned in accordance with the instructions provided by Kitzonefootball.

Where possible, the product should be returned in suitable condition, together with any accessories and other items that were included with the original order.

Kitzonefootball will provide all necessary instructions regarding the return process.

Customers exercising their right to cancel will not be charged return postage.

3. Faulty or incorrect products

If the product received is faulty, damaged or does not match the order placed, the customer should contact Kitzonefootball so that the situation can be assessed and the appropriate instructions provided.

Following the assessment, appropriate measures may be taken, including replacement of the product, repair where applicable, or a refund of the amounts paid, in accordance with the rights provided by applicable law.

4. Personalised products

Products that have been personalised according to the customer's specific request may be subject to specific exchange or return conditions, while respecting all rights guaranteed under applicable law, particularly the right to cancel purchases made online.

5. Refunds

Once a cancellation or return has been confirmed, the refund will be processed according to the payment method used for the purchase.

• Credit card: the refund will be requested from the card issuer. The time required for the credit to appear may vary depending on the financial institution and the customer's billing cycle.
• Pix: the refund will be made to the account or payment key provided, subject to the necessary security procedures.
• Other payment methods: the refund will be made using the same payment method or another procedure agreed with the customer, where applicable.

Where the customer exercises their right to cancel, Kitzonefootball will comply with the rights provided under the Brazilian Consumer Protection Code regarding the refund of amounts paid.

6. Cancellation before dispatch

If the customer requests cancellation before the order has been dispatched, Kitzonefootball may cancel the order and issue the applicable refund according to the payment method used.

If the order has already been dispatched, the procedure may follow the return rules set out in this Policy.

7. Customer service

To request a return, exchange, cancellation or refund, the customer must contact Kitzonefootball through the customer service channel provided on our website.

Kitzonefootball will confirm receipt of the request and provide the necessary instructions to proceed with the process, in accordance with the requirements applicable to online commerce.