Refund and Return Policies

Kitzone — Refund & Returns Policy

Contact: kitzoneinfo@gmail.com
• WhatsApp +46722809385

We want you to love your kit. If something isn’t right, here’s how we put it right, clearly and quickly.

1) Return & Exchange Window

  • 30 days from the date of delivery to request a return or exchange.

  • This exceeds the minimum EU consumer cooling-off period and applies to EU and US customers.

2) Conditions for Returns

To be eligible, items must be:

  • Unworn, unwashed, and undamaged, with original tags and packaging intact.

  • Free of odours, marks, pet hair, deodorant/makeup and with protective films (if any) still on.

Not eligible:

  • Personalised shirts (name/number/patches) unless faulty.

  • Final sale or clearly marked non-returnable items (if any are flagged on their PDP).

  • Items returned outside the 30-day window (unless pre-approved for faults).

You may try on indoors to check size—please keep tags attached.

3) Faulty, Incorrect or Damaged Items

If your item arrives faulty, damaged, or not as ordered:

  • Email kitzoneinfo@gmail.com within 7 days of delivery with your order number and clear photos of the issue (whole item + close-up).

  • We’ll replace or refund promptly and cover return shipping where a return is required.

4) Sizing & Exchanges (Easy Swap)

Picked the wrong size?

  • Choose Exchange when you start your return (see §8).

  • We reserve the new size for 7 days once your return is in transit (scanned by the carrier).

  • Return postage for size exchanges is customer-paid; we ship the replacement at our cost (EU/US standard service).

  • If the desired size is unavailable, we’ll issue a refund.

5) Refunds (How & When)

  • Refunds go to your original payment method.

  • Timing: 3–5 working days after we receive and inspect the item; bank/PayPal timelines may add a few days.

  • We’ll email you as soon as your refund is processed.

6) Shipping Costs & Responsibility

  • Change-of-mind/size: customer pays return postage (we keep it fair and transparent at the point of label creation).

  • Faults/our error: Kitzone covers return shipping or provides a prepaid label.

  • You’re responsible for the parcel until it reaches us—please use a tracked service and keep the receipt.

7) Bundles, Discounts & Gifts

  • Bundles (e.g., Derby Duo / Hat-Trick Pack): Partial returns may recalculate pricing. If the remaining items no longer qualify for the bundle price, we deduct the discount difference before refund.

  • Discount codes: Refunds reflect the amount actually paid after discounts.

  • Free gifts: If returning an order that included a free gift and your kept items no longer qualify, please return the gift or we’ll deduct its value.

8) How to Start a Return or Exchange (Step-by-Step)

  1. Email: kitzoneinfo@gmail.com (or WhatsApp) +46722809385 with:

    • Order number

    • Item(s) you’re returning

    • Reason (e.g., size too small / changed mind / faulty—attach photos if faulty)

    • Exchange size (if applicable)

  2. Receive RMA & instructions: We’ll send your RMA number, return address (EU hub), and a link to create/print a tracked label (or a prepaid label if it’s our fault).

  3. Pack securely: Original packaging where possible; include a note with your RMA inside the parcel.

  4. Ship & keep tracking: Once scanned, we’ll monitor and reserve exchange stock.

  5. Inspection & resolution: On receipt, we’ll approve and process the exchange or refund and email confirmation.

9) Wrong Address / Uncollected Parcels

  • If a parcel returns to us due to incomplete/incorrect address or not collected from a pickup point, we can reship (postage may apply) or refund the item price (shipping is non-refundable unless our error).

10) Multiple Returns & Abuse Prevention

We protect fair use of our policies. Repeated wear-and-return patterns, heavy damage, or missing items may lead to delined returns and/or account restrictions.

11) International Notes (EU & USA)

  • EU: No customs within the EU; standard returns go to our EU hub.

  • USA: Returns ship to our designated returns address (details provided in your RMA email). Mark clearly as “customer return” to avoid unnecessary charges.

12) Contact

Questions before you return? We’re happy to help with fit advice or exchange stock checks.
Email: kitzoneinfo@gmail.com • WhatsApp: +46722809385
Hours: Mon–Fri, 07:00–22:00 CET