1. Overview and your statutory rights
This policy explains how kickkitelite handles cancellations, returns, refunds, and defective goods. Nothing in this policy limits statutory rights you have as a consumer under the laws of your country. If local law gives you stronger protections (for example a longer cooling-off period), those provisions apply.
2. European Union, EEA, and United Kingdom: right of withdrawal (14-day cooling-off period)
If you are a consumer in the EU, EEA, or UK and you purchase at a distance (online), you generally have a 14-calendar-day right of withdrawal from the day after you receive the goods, under Directive 2011/83/EU (as implemented in member states) and the UK Consumer Contracts Regulations 2013, without giving a reason.
To exercise the right of withdrawal, you must inform us clearly (for example by email or our contact form) of your decision before the 14-day period expires. You may use the model withdrawal form below, but it is not obligatory.
Effects of withdrawal: we will reimburse all payments received from you, including delivery costs at the least expensive standard rate we offer, within 14 days from the day we receive your notice or, if you have already received the goods, from the day we receive the returned goods or evidence of return, whichever is earlier. We use the same means of payment unless you agree otherwise. We may withhold reimbursement until we receive the goods or proof of return.
Return of goods: you must send back the goods without undue delay and in any event within 14 days of notifying us, unless we offer to collect them. Unless we offered free return, you bear the direct cost of returning the goods. You are liable only for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
3. Exceptions: when the 14-day withdrawal right does not apply
Personalised and made-to-order goods: under EU/UK law, the right of withdrawal does not apply to contracts for the supply of goods made to the consumer's specifications or clearly personalised, once production has begun with your agreement or the goods are completed (Article 16(c) of Directive 2011/83/EU; UK equivalent). Our custom jerseys with your chosen name, number, patches, or other personalisation typically fall within this exception after customisation has started.
Before production starts: if you cancel in time before we or our supplier begin customisation or production, we will cancel the order and refund the product price in full where possible. Third-party payment fees may be non-refundable depending on the provider.
Sealed goods: the right may not apply to sealed goods unsealed after delivery where hygiene or health protection applies, if such goods are offered on our site in compliance with local law.
4. Model withdrawal form (EU/UK)
(Complete and return this form only if you wish to withdraw from the contract.)
To: kickkitelite — contact details as shown on our Contact page.
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
Ordered on (*)/received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.
5. Standard (non-customised) products
For ready-made items that have not been personalised and are in new, unworn condition with tags and packaging where applicable:
- You may request a return within 7 calendar days of delivery for store credit or exchange where we offer it, or as required by longer mandatory periods in your jurisdiction (including the 14-day EU/UK withdrawal period in Section 2 where it applies).
- Items must be unused, undamaged, and suitable for resale.
- Unless the return is due to our error or a defect, return shipping is generally your responsibility. Use tracked shipping; we are not responsible for loss in return transit without proof of delivery.
- After inspection, eligible refunds are issued to the original payment method within a reasonable period (typically 5–14 business days, depending on banks).
6. Customised and made-to-order products
Products produced to your specifications are made to order. Once production or customisation has started, the EU/UK withdrawal right usually does not apply (Section 3). We do not accept returns for custom items due to change of mind or incorrect information you entered, except where mandatory law requires a remedy.
- If we make an error (wrong name, number, size, or colour compared to your confirmed order), contact us with photos and your order number; we will offer correction, replacement, or refund as appropriate.
- Minor colour or placement variance within industry tolerance may not qualify as a defect.
7. Defective, damaged, or not-as-described items
If an item is faulty, damaged on arrival, or materially not as described, contact us within 7 days of delivery with clear photos and your order number. Consumer laws in your country may give you longer periods for hidden defects. We will repair, replace, reduce the price, or refund as required by applicable law and product availability. We may provide a prepaid return label where we confirm the defect.
8. Wrong address, refusal, and unclaimed parcels
If a parcel is returned because of an incorrect address you provided, refusal without valid legal grounds, or failure to collect from the carrier, we may charge reshipping fees or deduct reasonable costs from any refund if you cancel.
9. Refund method and original shipping
Approved refunds go to the original payment method. Original outbound shipping is refunded only where required by law (for example when you validly withdraw under EU/UK rules) or when the issue is our fault.
10. How to contact us
Use our Contact page or reply to your order confirmation. Include your order number and whether you are exercising a statutory withdrawal, reporting a defect, or requesting another remedy. Do not return goods without our instructions when a return authorisation is required.
11. Chargebacks
Please contact us first to resolve disputes. Unjustified chargebacks may result in account restrictions where permitted by law.