Policy
Returns and refunds
Every piece we sell is a single item, which makes a return a real cost rather than a restock. The terms below are the actual terms — there is no discretionary layer behind them.
The short version
- 14 calendar days from delivery to request a return.
- Item must come back complete— certificate, hologram or label intact, original packaging, unworn, undisplayed.
- We pay return freight when the item was misdescribed, damaged in transit, or fails certificate verification.
- You pay return freight on a change-of-mind return, plus a 15% restocking fee.
- Refunds are issued to the original payment method within 5 business days of the item passing inspection.
The return window
You have 14 calendar days from the date the carrier records delivery to open a return request. Requests opened on day 15 or later are declined. The window is measured from carrier delivery confirmation, not from the day you opened the box, so a piece that sits in a hallway still consumes the window.
Open a request by emailing support@goatsportsmemorabilia.com with the order reference and the reason. We reply within one business daywith a return authorisation and shipping instructions. Do not ship anything back before you have that authorisation — an unannounced return cannot be matched to an order and cannot be refunded.
Condition requirements
A returned piece has to be resaleable as the same piece we shipped. Specifically:
- The certificate of authenticity, letter, hologram or numbered label must be present, undamaged, and still attached to the item where it was attached on despatch. A piece whose label has been removed cannot be re-certified and cannot be accepted.
- Apparel must be unworn. Balls, pucks, bats and sticks must be unhandled beyond inspection. Framed items must be unhung, with the glazing unmarked.
- Original packaging, protective sleeves, display cases and inserts must all come back.
- No added marks of any kind — no additional signatures, no price stickers, no inventory tags, no writing on the item or on the certificate.
We inspect on arrival and photograph what we receive. If a piece fails inspection we will tell you exactly what failed and send you the photographs. A failed item is returned to you at our cost, once; we do not issue partial refunds against condition loss.
Who pays return freight
| Reason for return | Return freight | Restocking fee |
|---|---|---|
| Item not as described | We pay, prepaid label | None |
| Certificate fails verification | We pay, prepaid label | None |
| Damaged in transit | We pay, prepaid label | None |
| Wrong item shipped | We pay, prepaid label | None |
| Change of mind | You pay, insured and tracked | 15% of the item price |
The 15% restocking fee on a change-of-mind return covers re-inspection, re-photography, and the period the piece is off the market. It is deducted from the refund and is disclosed here rather than discovered later. Original outbound shipping is not refunded on a change-of-mind return; it is refunded in full on every other row of that table.
Returns you ship yourself must be insured for the full purchase price and must be tracked with signature on delivery. Until the piece is in our hands, it is your risk. An uninsured return that is lost in transit cannot be refunded.
Refunds
Once a returned piece passes inspection we issue the refund to the original payment method within 5 business days. We do not refund to store credit, to a different card, or to a third party. How long the credit then takes to appear is set by your card issuer or bank, not by us; a further 3 to 10 business days is normal.
Where a certificate fails verification, the refund is the full purchase price plus outbound and return shipping, with no fee of any kind. That case is covered by our authenticity policy and is not time-limited to 14 days.
What cannot be returned
- Any item whose certificate, label or hologram has been removed or damaged.
- Any item sent back without a return authorisation.
- Any item altered after delivery, including re-framing, cleaning, or submission to a grading or authentication service.
- Requests opened more than 14 calendar days after delivery.
None of the above limits your statutory rights where those rights apply to you. If a consumer-protection statute in your jurisdiction gives you a stronger remedy than this policy, that statute controls.
Damage in transit
Every outbound shipment is insured for the full purchase price. If a piece arrives damaged, photograph the outer carton before you unpack any further, photograph the item and the packing material, and email us within 48 hours of delivery. We handle the carrier claim ourselves — you are not asked to file it. See the shipping policy for how pieces are packed and insured.