Refund Policy

At MatchdayBook, we strive to provide our customers with the highest-quality personalised football memory books on the market — books your family will want to keep for years to come. We understand that things can occasionally go wrong, and we want to make resolving any issue as smooth as possible.

Because every MatchdayBook is personalised — created uniquely from your own photos, your child's name, club, and season details — it cannot be resold to another customer. This means a standard "no reason needed" return is not possible for this type of product. Instead, we offer a 30-day satisfaction guarantee covering manufacturing defects, shipping damage, or errors on our part.

Eligibility

Your order is eligible for a replacement or refund under this policy if, within 30 days of delivery, one of the following applies:

• The book arrived with a manufacturing defect (e.g. print error, incorrect colour, binding fault)
• The book arrived damaged in transit
• The book was produced with details other than those you submitted at checkout (e.g. wrong name, wrong photos, wrong club)

This guarantee does not cover:

• Change of mind once production has started
• Incorrect information or photos submitted by the customer at checkout
• Normal wear from handling after delivery

How to Initiate a Claim

To report an issue, please contact our customer service team at info@matchdaybook.com. Please include:

• Your order number
• A brief description of the issue
• Photos of the book (and packaging, if relevant to the issue)

Costs & Shipping

If the issue is on our side (manufacturing defect, damage in transit, or an error in production), you do not need to return the original book — photographic evidence is sufficient, and we cover the cost of sending your replacement. If the issue is due to incorrect details submitted by the customer, the original order is not eligible for a free replacement, but we're happy to discuss a discounted reorder.

Please note that delays caused by customs clearance are outside of our control and do not qualify as a valid reason for a claim under this policy.

Review Process

Once you submit your claim with photos, our team reviews it within 3 business days and will let you know the outcome by email.

Resolution: Replacement or Refund

If your claim is approved, we will either:

• Produce and ship a corrected replacement of your book at no extra cost, or
• Issue a full refund, depending on what works best for your situation.

Because each book is a unique, personalised item, we are not able to offer a direct item-for-item "exchange" for a different theme or configuration once production is complete — any change to the content itself is treated as a new order.

Claim Denial

We reserve the right to decline claims that do not meet the eligibility criteria above, including claims submitted after the 30-day window, or where the issue stems from incorrect information submitted by the customer. We may request additional evidence (such as further photos) before reaching a decision.

Defective or Damaged Items

If your order arrives damaged, defective, or with incorrect content, please contact our support team within 30 days of delivery to report the issue, including a photo of the book and its packaging where possible. We will review your case and arrange a replacement or refund as appropriate.

Order Cancellation

After your order is placed, our team begins production quickly — sometimes within just a few hours — to get your book to you as fast as possible. Because of this, we can't always guarantee that an order can be cancelled. If you wish to cancel, please contact us as soon as possible; we'll do our best to help if production hasn't yet started.

Contact Information

For any questions or concerns regarding this policy, please contact our customer service team at info@matchdaybook.com.

This policy works alongside our [Shipping & Right of Withdrawal policy], which explains in more detail why personalised products are excluded from the standard 14-day right of withdrawal under EU consumer law.