From payment to dispatch

Order Processing & Refunds

How orders are handled from payment to dispatch, when we cancel, and exactly when you get your money back.

Prepaid orders only. We do not offer cash on delivery. All orders are paid in full at checkout in Indian Rupees.

1. How an order is processed

You place the order and pay online.
You receive an order confirmation.
We check stock and, where applicable, complete name, number and patch printing.
The order is dispatched and a tracking link is sent to you.

Orders confirmed before 3:00pm IST are dispatched the same working day. Orders after that go the next working day. There is no dispatch on Sundays. Name, number or patch printing adds one working day.

2. Stock availability

Stock counts on the website are kept current, but in rare cases an item may sell out between your order and dispatch.

If we cannot fulfil your order, we will contact you within one working day and offer you the choice of:

An alternative size or kit of the same value
Waiting for restock, with an estimated date
A full refund

3. Cancelling an order

You may cancel free of charge at any time before dispatch. Message us on +91 79047 68449 or email troyssquad@gmail.com with your order number.

Personalised orders can only be cancelled before printing begins. Once a name, number or patch has been printed, the order cannot be cancelled, because the item cannot be resold.

Once an order has been dispatched it can no longer be cancelled. Please see our returns and exchange policy.

4. When we issue a refund

We refund in full in each of the following cases:

Situation	Refund
Payment taken but the order was not confirmed	Full refund
Item out of stock and you do not want an alternative	Full refund
You cancel before dispatch	Full refund
Item arrives damaged or faulty	Full refund or replacement, your choice
Wrong item sent	Full refund or replacement, your choice
We are unable to deliver to your address	Full refund

5. Damaged or faulty items

Report any damage or fault within 24 hours of delivery with clear photographs and a short video showing the problem. Once we have reviewed them and confirmed the fault, you choose either a full refund or a free replacement. We cover return shipping in these cases.

6. Refund timelines

Once a refund is approved, we initiate it within 2 working days. It is issued to the original payment method used at checkout — we cannot redirect a refund to a different account.

After we initiate it, the money typically reaches you in 5 to 7 working days.

This part is not in our hands. Once a refund leaves us it is processed by our payment provider and your bank. The exact time depends on your bank and on bank working days — weekends and public holidays are not counted. We will give you the refund reference number so you can check the status with your bank directly.

If it has been more than 7 working days since we confirmed the refund and nothing has arrived, contact us with your order number and we will trace it with our payment provider.

7. What is not refundable

Change of mind after delivery
Wrong size ordered — check the size guide before you buy, and ask us if unsure
Personalised items, unless faulty or misprinted
White, half-white and white-lined kits — see returns and exchange

8. Failed or duplicate payments

If money leaves your account but no order confirmation arrives, the payment has usually not been captured and your bank will reverse it automatically within 5–7 business days. If it does not, contact us with the transaction reference and we will trace it with our payment provider.

Duplicate payments for the same order are refunded in full as soon as we identify them.

9. Statutory rights

Nothing on this page limits any right you have under applicable consumer protection law in India.

10. Contact for refunds

Troys Squad
A10, Parsen Nagar, VGP Road, West Saidapet, Chennai 600015, Tamil Nadu, India
Phone / WhatsApp: +91 79047 68449
Email: troyssquad@gmail.com
Support hours: Monday to Saturday, 10:00am – 6:00pm IST

Last updated: 28 August 2026