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Returns Policy

This policy forms part of the Mitzuma Terms and Conditions and words defined in the Terms and Conditions have the same meaning in this policy unless the context indicates otherwise. This policy is not intended to limit any of your statutory rights.

1. Unwanted Products

You can return any unwanted product to us within 7 days of receipt of the order, provided:

  • it is in the original packaging, suitable for re-selling;
  • it is not missing any accessories or parts;
  • it is undamaged and unused, with any original labels and stickers attached.

Due to their nature, certain products (for example, baselayers and swimwear) are not eligible for return.

You can log a return by emailing our customer service team at [email protected] . Once submitted, our customer service team will evaluate your return for eligibility before it is processed.

Charges for collection of unwanted products:

If you want to return an unwanted product, this will be subject to a collection fee, determined by us from time to time in our sole discretion (“Collection Fee”). Our Collection Fee is subject to change at any time without prior notice to you. The Collection Fee will be set off against and deducted from your refund amount.

2. Incorrect product was delivered

If we erroneously deliver the wrong goods to you, if the product is not as stated on the website, or if any accessories are missing, please tell us so that we can collect the incorrect product from you. Once we've inspected the product and authenticated your return, we'll either deliver the correct item to you as soon as possible (if it's available) or refund your account with the product's purchase price within 10 days of the return.

3. Defective products

We do our utmost to ensure that the products we supply to you are of high quality, in good working order, and free of defects. A defect is a material flaw in the manufacturing of a product or any attribute of a product that renders the product less acceptable than one would reasonably expect in the given circumstances.

The following will not be considered defects and will not entitle you to a return:

  • where the specifications of a product, while clearly listed on the website and generally fit for its intended purpose, do not meet your needs;
  • flaws resulting from regular wear and tear;
  • damage resulting from failure to effectively care for the product;
  • damage resulting from wrongful changes to the product;
  • due to the nature of sport, we are unable to process returns for soccer, netball, or rugby balls.

4. The product doesn’t fit. Can I exchange?

Clothing and footwear can be exchanged for a different size as long as the variation is available and priced the same as the original purchase. In such a case, we will collect the product from you and deliver the requested product to you, subject to a collection fee determined by us from time to time in our sole discretion (“Collection Fee”). Our Collection Fee is subject to change at any time without prior notice to you. If such variation is not immediately available, we will refund your account with the purchase price of the product within 10 days of you logging the return. We reserve the right to inspect the product to validate your return.

5. How is my returns refund calculated?

This applies to unwanted products; the below does not apply to faulty, incorrect, or damaged products.

Shipping Fee: This fee is non-refundable for “changed-mind” returns.

Collection Fee: This cost is usually the same as the shipping fee and will be quoted before the item is collected. Sometimes the collection charge varies depending on the location of the collection address or the nature of the item. The collection fee will be deducted automatically from your refund.

6. The following products are not eligible for return unless unopened and in their original packaging:

  • products received more than 7 days ago;
  • the product’s ticket has been removed;
  • products that have been used or are missing any parts or accessories;
  • products that have been opened or unsealed, including but not limited to baselayers and swimwear;
  • personalised products (Embroidery, Vinyl Print & Screen Print) or products that have been made to the customer’s specifications (Lisbon “Made to order tracksuits”).