KIT FACTORY RETURNS POLICY

Returns Policy

At Kit Factory, we’re committed to making sure you’re completely happy with your order. Every kit matters, and we understand that getting it right is important—whether it’s for match day, training, or your club shop.

Please take a moment to read through our returns policy. We’ve tried to keep it clear and honest so you know exactly where you stand.

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Customised Items (Non-Returnable)

We cannot accept returns on any customised items. This includes (but is not limited to):

  • Embroidered badges

  • Printed initials or names

  • Sponsor logos

  • Numbers, positions, or bespoke designs

  • Any garment ordered through a Club Shop that has been decorated

Once customisation has been applied, the product is considered made-to-order and cannot be resold, so unfortunately we can’t offer refunds or exchanges on these items unless they are faulty.

💡 Not sure about sizing?

No stress—just get in touch with our team before ordering and we’ll help you find the right fit. We can offer size charts, guidance, and even sample sizing where possible to help you avoid disappointment.

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Returns on Non-Customised Items

If your item is non-decorated and non-personalised, you may request a return within 30 days of receiving your order. These returns are subject to approval based on the condition of the item. Products must be:

  • Unworn

  • Unwashed

  • In original packaging

  • With all tags still attached

We reserve the right to deny a return if the product doesn’t meet the above criteria.

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Faulty Items

In the rare case that something’s not right, we’ll fix it fast. If your item arrives damaged or faulty:

  1. Let us know as soon as possible (ideally within 7 days of receipt).

  2. Provide a photo and brief description of the issue.

  3. We’ll assess it and get back to you with a resolution—this may include a replacement, repair, or refund.

Faulty goods must be returned in their original state and packaging where possible.

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How to Return an Item

  1. Contact Us First

    Use the contact form at the bottom of this page to enter your return details.

  2. Wait for Approval

    We’ll confirm whether your item is eligible for return and provide instructions.

  3. Send the Item Back

    Package it securely and send to our warehouse address (see above). You’ll be responsible for return postage unless the item is faulty.

  4. Refund or Exchange

    Once we receive and inspect your return, we’ll process your refund or exchange. Please allow 5–7 working days from receipt.

💬 Need Help?

Got a question? Something not quite right? We’re a friendly bunch—reach out to us at [email protected] or call 01508 471820 and we’ll be happy to help.

Thanks again for choosing Kit Factory.

Your Kit. Your Way.

Customer Returns Form