Return and Refund Policy

Last updated: 12 May 2026

This Return and Refund Policy explains how returns, cancellations, refunds, replacements, and complaints are handled for products ordered from Claudy.

Claudy specializes in custom-made and personalized sportswear. Because many products are produced according to the customer’s individual specifications, different rules may apply depending on whether the product is personalized, non-personalized, defective, damaged, or incorrectly produced.

1. Business Information

Claudy
Iker Matus Marquez
Sole Proprietorship / Einzelunternehmen

Hockberger Str. 5
84347 Pfarrkirchen
Germany

Email: claudy.sportswear@gmail.com
Phone: +49 157 58727110

2. Custom-Made and Personalized Products

Most Claudy products are made to order or personalized according to the customer’s specifications.

This may include customization such as:

  • Team colors

  • Custom designs

  • Club crests

  • Sponsor logos

  • Player names

  • Player numbers

  • Specific sizes

  • Specific quantities

  • Fabric or finishing choices

  • Special design requirements

Because these products are made specifically for the customer, they usually cannot be returned or refunded simply because the customer changes their mind.

Custom-made or personalized products are generally excluded from the statutory right of withdrawal under applicable EU and German consumer law.

3. No Returns for Change of Mind on Custom Orders

Once a custom-made or personalized order has been confirmed, returns and refunds are generally not accepted for reasons such as:

  • The customer changed their mind

  • The customer no longer needs the products

  • The customer selected the wrong size

  • The customer provided incorrect names or numbers

  • The customer provided incorrect logos, files, or spelling

  • The customer approved an incorrect design

  • The customer expected a different color based only on screen display

  • The team, club, or event changed plans after confirmation

This applies especially when production has started or when products have already been produced according to the approved order details.

4. Order Approval

Before production begins, the customer is responsible for carefully checking and approving all relevant order details.

This may include:

  • Product type

  • Design layout

  • Colors

  • Logos and crests

  • Sponsor placement

  • Names and numbers

  • Sizes

  • Quantities

  • Fabric or finishing options

  • Shipping information

Once the customer approves the final order details, Claudy is not responsible for mistakes that were visible or reasonably identifiable during the approval process.

5. Cancellations Before Production

If you want to cancel an order, contact Claudy as soon as possible at:

claudy.sportswear@gmail.com

Cancellation may be possible if:

  • Production has not started

  • Materials have not been ordered

  • No custom production costs have been incurred

  • No significant design or preparation work has been completed

If work has already been completed or costs have already been incurred, Claudy may deduct reasonable costs before issuing any refund.

These costs may include:

  • Design work

  • Administrative preparation

  • Ordered materials

  • Production setup

  • Payment provider fees

  • Other non-recoverable costs

Once production has started for a custom-made or personalized order, cancellation is generally not possible.

6. Non-Personalized Products

If Claudy offers non-personalized products in the future, different return rules may apply.

For non-personalized goods sold to consumers through distance contracts, consumers may generally have a 14-day right of withdrawal, unless another legal exception applies.

To be eligible for a return of a non-personalized product, the product should generally be:

  • Unused

  • Unwashed

  • Undamaged

  • In its original condition

  • Returned with any original packaging, labels, or accessories where applicable

Claudy will provide specific return instructions if a non-personalized product is eligible for return.

7. Defective, Damaged, or Incorrect Products

This policy does not limit your statutory rights if a product is defective, damaged, or materially different from the confirmed order.

Customers are asked to inspect the products promptly upon delivery.

Visible shipping damage, obvious production defects, or clearly incorrect products should be reported to Claudy within 48 hours of delivery.

This helps us review the issue quickly, document the condition of the shipment, and, where necessary, contact the logistics provider.

You may contact Claudy if:

  • The product arrives damaged

  • The wrong product was delivered

  • The product does not match the confirmed order specifications

  • There is an obvious production defect

  • A name, number, logo, or design element was produced differently from the approved order details

If the issue is valid, Claudy may offer an appropriate solution, such as:

  • Repair

  • Replacement

  • Partial refund

  • Full refund

  • Store credit, if agreed with the customer

  • Another reasonable solution

The appropriate solution depends on the nature of the issue, the product, and the circumstances of the order.

Nothing in this policy limits mandatory statutory rights.

8. How to Report a Problem

If there is a problem with your order, contact us within 48 hours of delivery where the issue is visible, obvious, or related to shipping damage.

Please contact us at:

claudy.sportswear@gmail.com

Please include:

  • Your name

  • Order reference or invoice number

  • Delivery date

  • A clear description of the issue

  • Photos of the product

  • Photos of the affected area

  • Photos of the packaging, if the package arrived damaged

  • Photos of the shipping label, where relevant

Claims should be made promptly after receiving the order so that the issue can be reviewed properly.

For hidden defects that could not reasonably be discovered within 48 hours, please contact Claudy as soon as possible after discovering the issue.

9. Damaged Shipments

If your package arrives visibly damaged, please document the damage immediately and contact Claudy within 48 hours of delivery.

Where possible, take photos of:

  • The outer packaging

  • Any damaged areas

  • The shipping label

  • The damaged product

  • The full contents of the package

This helps Claudy review the issue and, where applicable, contact the logistics provider.

Failure to report visible shipping damage or obvious defects within 48 hours may make it more difficult to verify the issue or claim compensation from the logistics provider. However, this does not affect mandatory statutory rights that cannot be excluded by law.

10. Size Issues

Customers are responsible for selecting the correct sizes based on the size information provided by Claudy or agreed during the order process.

If a team order includes multiple players, the customer is responsible for providing accurate size information for each player.

Returns or refunds are generally not accepted for custom-made or personalized products due to wrong size selection by the customer.

Small size variations within normal manufacturing tolerances may occur and do not automatically constitute a defect.

11. Color and Design Variations

Colors may appear differently depending on screen settings, lighting, photography, fabric type, printing method, and production process.

Small variations in color, texture, placement, stitching, or finishing may occur and do not automatically constitute a defect, provided the product remains consistent with the agreed specifications and normal production tolerances.

12. Refund Method

If a refund is approved, Claudy will normally issue the refund using the same payment method used for the original payment, unless another method is agreed.

Depending on the payment method, refunds may take several business days to appear in the customer’s account.

Payment provider processing times are outside Claudy’s direct control.

13. Return Shipping Costs

For valid complaints involving defective, damaged, or incorrectly produced products, Claudy will discuss the return or replacement process with the customer.

For eligible returns of non-personalized products, return shipping costs may be the responsibility of the customer unless otherwise required by law or agreed in writing.

Do not send products back without contacting Claudy first. Unauthorized returns may not be accepted.

14. Exchanges

For custom-made or personalized products, exchanges are generally not possible unless the product is defective or incorrectly produced.

For non-personalized products, exchanges may be possible if the product is eligible for return and the requested replacement is available.

15. Refunds for Shipping Costs

If a full refund is approved for a valid return or cancellation, shipping costs will be handled according to applicable law and the specific circumstances of the order.

For custom orders involving international production or shipping, non-recoverable shipping, customs, or logistics costs may not always be refundable unless required by law.

16. Refused or Uncollected Deliveries

If a package is refused, not collected, or returned because of incorrect or incomplete customer information, Claudy may charge the customer for additional shipping, return, storage, or re-delivery costs.

Refunds may be reduced by costs caused by refused or failed delivery where legally permitted.

17. Business Customers and Team Orders

Many Claudy orders are placed by clubs, organizations, teams, companies, or representatives ordering on behalf of multiple players.

If the customer is acting as a business customer, club, organization, or team representative, consumer withdrawal rights may not apply.

The person placing the order is responsible for confirming that they have the authority to approve the order, design, sizes, names, numbers, and other customization details on behalf of the team or organization.

18. Contact

For return, refund, cancellation, or product issue questions, please contact:

Claudy
Iker Matus Marquez
Hockberger Str. 5
84347 Pfarrkirchen
Germany

Email: claudy.sportswear@gmail.com
Phone: +49 157 58727110