Returns & Refund Policy

1. Introduction

At Big Goal Sports, we are committed to your satisfaction with every purchase. This Returns & Refund Policy outlines your rights and our obligations regarding returns, replacements, and refunds for print-on-demand products.

Due to the custom nature of our print-on-demand products, each item is made specifically for you after you place your order. As a result, we have specific guidelines for returns and refunds that differ from standard retail products.

Please read this policy carefully before placing your order. By making a purchase, you acknowledge that you have read and agree to this Returns & Refund Policy.

2. Eligibility for Returns & Refunds

We accept returns and provide refunds or replacements only in the following situations:

2.1 Defective Products

If your product arrives with manufacturing defects, including but not limited to:

• Printing errors or significant color discrepancies
• Misprinted designs or text
• Products with holes, tears, or other physical defects
• Missing parts or components
• Products that do not match the quality standards described

2.2 Damaged Items

If your product arrives damaged during shipping, including:

• Torn or stained products
• Crushed or broken items
• Products damaged due to improper packaging

2.3 Incorrect Orders

If we shipped the wrong product to you, including:

• Wrong size, color, or product type
• Incorrect design or customization
• Missing items from your order

2.4 Products Significantly Different from Description

If the product you receive is significantly different from what was displayed in the product preview or description on our website.

3. Non-Returnable Items

The following items are NOT eligible for returns or refunds:

• Custom Products Made Correctly: Products that were manufactured according to your specifications and order details are not eligible for return simply due to buyer's remorse or change of mind.
• Size or Fit Issues: Items that don't fit as expected. Please carefully review our size charts before ordering.
• Minor Color Variations: Slight variations in color between what appears on your screen and the physical product due to monitor settings and printing processes.
• Personal Preference: Products you simply don't like or changed your mind about, when there is no defect or error.
• Worn or Used Items: Products that have been worn, washed, or used.
• Items Without Proof of Purchase: Products without valid order confirmation or receipt.
• Items Past the Return Window: Products for which the return window has expired.

Important Note: Please carefully review your order details, including size, color, design placement, and product specifications before completing your purchase. Once production begins, orders cannot be modified or cancelled.

4. Return & Refund Process

4.1 Reporting Issues

If you believe your product is eligible for return or refund, you must contact us within 30 days of delivery. To report an issue:

1. Contact our customer service team via email at support@biggoalsports.com or through our Contact Form
2. Include your order number in the subject line
3. Provide a detailed description of the issue
4. Attach clear photos of:
   • The defective or incorrect product
   • The product packaging (if damaged during shipping)
   • The shipping label
   • Any other relevant details

4.2 Review & Approval

Our customer service team will review your claim within 2-3 business days. We may request additional photos or information to process your request. Once approved, we will provide you with one of the following solutions:

• Replacement: We will send you a replacement product at no additional cost
• Refund: We will issue a full refund to your original payment method
• Store Credit: We may offer store credit for a future purchase

4.3 Returning the Product

If we determine that the product needs to be returned:

• We will provide you with a prepaid return shipping label (for eligible returns)
• Package the item securely in its original packaging if possible
• Attach the provided return label to the package
• Drop off the package at the designated shipping carrier location
• Keep your tracking number for your records

Note: Do not return any products without first contacting us and receiving authorization. Unauthorized returns will not be accepted or refunded.

4.4 Refund Timeline

Once we receive and inspect the returned product (if applicable), or approve your claim:

• Refunds will be processed within 5-10 business days
• Refunds will be issued to your original payment method
• Depending on your bank or credit card provider, it may take an additional 5-10 business days for the refund to appear in your account
• You will receive an email confirmation once the refund has been processed

4.5 Replacement Timeline

If you choose a replacement product:

• We will begin production of the replacement immediately after approval
• Production typically takes 2-5 business days
• Shipping takes an additional 7-14 business days depending on your location
• You will receive tracking information once the replacement ships

5. Shipping Costs for Returns

5.1 Our Responsibility

We will cover return shipping costs if the return is due to:

• Our error (wrong item shipped, defective product, damaged item)
• Manufacturing defects
• Quality issues that are our responsibility

5.2 Customer Responsibility

You will be responsible for return shipping costs if:

• You are returning a product that does not meet our eligibility criteria
• You changed your mind about a correctly produced product
• The return is not authorized by our customer service team

5.3 Original Shipping Costs

Original shipping charges are non-refundable unless the return is due to our error or a defective product. If we made an error, we will refund both the product cost and original shipping charges.

6. Exchanges

We do not offer direct exchanges. If you need a different size, color, or product, you must:

1. Request a refund for the original item (if eligible)
2. Place a new order for the desired product

This policy ensures faster processing times and allows you to select exactly what you want without delays.

7. Lost or Stolen Packages

7.1 Lost Packages

If tracking information shows that your package was delivered but you did not receive it:

• Check with neighbors or household members
• Check common delivery locations around your property
• Contact the shipping carrier to file a claim
• Contact us within 48 hours of the delivery date shown in tracking

We will work with you and the shipping carrier to resolve the issue. If the package is confirmed lost, we will send a replacement or issue a refund.

7.2 Stolen Packages

Big Goal Sports is not responsible for packages that are stolen after confirmed delivery. We recommend:

• Filing a police report for stolen packages
• Contacting the shipping carrier to file a claim
• Using a secure delivery location or requiring signature confirmation for valuable orders

7.3 Incorrect Address

If you provided an incorrect or incomplete shipping address, we are not responsible for lost or undeliverable packages. Please ensure your address is accurate when placing your order. Address changes cannot be made after the order has entered production.

8. Damaged Packages During Transit

If your package arrives visibly damaged:

1. Take photos of the damaged packaging before opening
2. Carefully open the package and inspect the contents
3. Take photos of any damage to the product inside
4. Contact us immediately with your order number and photos
5. Do not dispose of the packaging, as we or the carrier may need to inspect it

We will file a claim with the shipping carrier and provide you with a replacement or refund as appropriate.

9. Partial Refunds

In some cases, we may offer a partial refund instead of requiring a full return. This may apply when:

• The issue is minor but still warrants compensation
• Returning the product would be impractical or costly
• You are satisfied keeping the product with a partial refund

Partial refund amounts will be determined on a case-by-case basis by our customer service team.

10. Cancellations

10.1 Before Production

You may cancel your order and receive a full refund if:

• The order has not yet entered production
• You contact us within 2 hours of placing the order

To request a cancellation, contact us immediately with your order number. We will check the production status and process your cancellation if possible.

10.2 After Production Begins

Once your order has entered production, it cannot be cancelled or modified. This includes changes to size, color, design, shipping address, or any other order details.

Production typically begins within 1-4 hours after order placement, so please ensure all order details are correct before completing your purchase.

11. Quality Guarantee

We stand behind the quality of our products. Every item is carefully inspected before shipping to ensure it meets our quality standards. If you receive a product that does not meet our standards, we will make it right with a replacement or refund.

Our quality guarantee covers:

• Print quality and clarity
• Product durability and construction
• Accurate colors and designs
• Correct sizing and specifications

Please note that slight variations in print placement and minor color differences due to monitor settings and printing processes are normal and do not constitute a quality issue.

12. International Orders

For international orders, the same return and refund policies apply with the following additional considerations:

• Return shipping times may be longer (typically 2-4 weeks)
• Customs fees and import duties are non-refundable
• You may be responsible for customs clearance on returned items
• We recommend contacting us before returning international orders to explore alternative solutions

International returns may be handled differently depending on the destination country and the nature of the issue. Our customer service team will work with you to find the best solution.

13. Fraudulent Returns

We take fraudulent return activity seriously. The following behaviors are prohibited and may result in order cancellation, account suspension, and legal action:

• Returning items that have been worn, used, or damaged by the customer
• Claiming products are defective when they are not
• Returning counterfeit or non-original items
• Excessive return activity indicating abuse of our return policy
• Filing false claims with payment providers or credit card companies

We reserve the right to refuse returns or refunds if we suspect fraudulent activity. All returns are inspected upon receipt.

14. Policy Updates

We reserve the right to modify this Returns & Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. The policy in effect at the time you placed your order will govern any returns or refunds for that order.

We encourage you to review this policy periodically to stay informed about our return and refund procedures.

15. Contact Us

If you have any questions about this Returns & Refund Policy, need to report an issue with your order, or require assistance with a return, please contact us:

We strive to respond to all inquiries within 1-2 business days. For urgent matters regarding damaged or defective products, please include "URGENT" in your email subject line.

Thank you for shopping with Big Goal Sports. Your satisfaction is our priority, and we're here to help with any questions or concerns about your order.