SERVICE & SUPPORT
Withdrawal, refund & returning
REFUND & RETURN
How long is the return period?
The return period is fourteen days. It starts the day of delivery. If your order included multiple items that are shipped separately, the return period starts the day the last partial shipment was delivered.
If you would like to return an item, please inform us immediately and send it within 14 days to
Lager TSG 1899 Hoffenheim
Helmertstraße 4-6
68219 Mannheim
Which products are excluded from exchange or return shipping?
Products that are excluded from exchange or return are products that are personalized or cannot be returned due to health or hygiene concerns.
Please note that statutory cancellation period of 14 days does not apply to the following contracts:
- The shipment of goods that have been customized or personalized for individual needs (e.g. Jerseys with back numbers or slleve flocking); and/or
- The shipment of goods that are not returnable due to reasons of health or hygiene and which sealing had been removed after the delivery (e.g. TSG Hoffi fruit jellies or TSG Boxershorts)
These products can only be returned if there is a problem with the material, the manufacturing or if they were damaged during shipment.
Can I return an order or part of an order?
Yes, it is possible to return the entire order or part of it. If a product does not fit properly, has material or manufacturing faults, or was damaged during the transport, you can send it back to achtzehn99-FANSHOP within the return period.
How do I return an order?
For an easy and comfortable return, find the article in your order history and select "return order". The return label will open. Print it out and attach it to the package.
Note that the article needs to be in original conditions, including packaging and price tags.
If you want to exchange an article because it doesn't fit, you need to teturn the item we sent you and place a new order in our online shop.
If you aren't sure about the size, our size chart may help you.
What does the return shipping cost?
National orders can be returned free of charge with the provided return label. Find the DHL store closest to you online on the DHL homepage.
Unfortunately we cannot provide return labels for international orders; these have to be returned at your own expense.
When and how will I receive my refund?
Generally we refund the purchase price within two days, however, it may take longer for you to receive it because your bank's or credit card Company's processing times may vary.
We will refund the full price of the returned goods.
The refund will be credited to the account that was used to place your order.
If you paid via PayPal, the refund will be credited to your PayPal-Account. To forward the refund your bank account, please log into your PayPal-Account.
If you have additional questions, you can check out our FAQ or contact us directly via phone +497261-94 93 0 or email fanartikel@tsg-hoffenheim.de.
Our customer service is available Monday through Friday from 10 am to 6 pm.