Our Return, Exchange
& Refund Policy
We make every kit personally for you. Here’s exactly what’s covered, what isn’t, and how we make it right when something goes wrong.
All products at Kitpety.com are custom-made to order, uniquely personalised for each customer. Because every item is produced specifically for you, we are unable to offer returns or exchanges for change of mind, incorrect size selection (where our size guide was available), or customer input errors. We do, however, take full responsibility for any mistake made on our end.
“Every kit is made for one person — yours. Before we print a single stitch, we send you a design proof to confirm every detail is exactly right.”
— The Kitpety TeamWhat We Cover — 100%
Please contact us within 7 days of receiving your order with clear photos or a short video showing the issue. We will resolve it promptly — no hassle, no run-around.
| Situation | Resolution | Shipping cost |
|---|---|---|
| Name or number printed differently from your confirmed email | Reprint — free | Kitpety pays |
| Wrong shirt colour or design vs. confirmed proof | Reprint — free | Kitpety pays |
| Faded print, peeling, or visible production defect | Reprint or full refund | Kitpety pays |
| Wrong size shipped vs. size ordered | Exchange — free | Kitpety pays |
| Missing item or incomplete order | Ship missing item or refund | Kitpety pays |
| Order lost in transit | Reship or full refund | Kitpety pays |
What We Cannot Accept
Because your item is made uniquely for you, the following situations fall outside our return policy. We are transparent about this so there are no surprises.
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Incorrect size selected by the customerA detailed size guide is available on every product page. Please measure and compare before ordering.
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Spelling mistakes entered by the customer and approved via emailOnce you reply “APPROVED” to your design proof, we produce exactly what was confirmed.
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Change of mind after design approvalProduction begins immediately after your approval. Cancellations are not possible at that stage.
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Colour variations due to screen display differencesColours on your monitor may differ slightly from the printed product. This is a normal characteristic of screen-to-print reproduction.
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Claims made after 7 days of delivery confirmationPlease inspect your order upon arrival and contact us promptly if there is an issue.
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Claims without photographic or video evidenceAll claims must include a clear unboxing photo or short video as supporting evidence.
Under the UK Consumer Contracts Regulations and EU Consumer Rights Directive, personalised or custom-made goods are lawfully exempt from the standard 14-day right of return. By confirming your design proof and completing your purchase, you acknowledge this exemption applies to your order.
Our Order & Approval Process
Every order goes through a human review and design proof before anything is printed — this process is designed to protect you.
You place your order & fill in your details
Name, number, size, and shirt colour — entered at checkout. Take a moment to double-check everything before confirming.
We create your design proof & email it to you
Within 24–48 hours, we send a visual mockup of your customised kit to your email address for review.
You review and reply “APPROVED”
Carefully check the name, number, size, and colours. If anything needs changing, just reply and we’ll update the proof free of charge. Once you reply APPROVED, we begin production.
We produce & carefully package your kit
We photograph every order before dispatch. Your order cannot be modified after approval.
Shipped with full tracking
You receive a tracking number via email so you can follow your kit all the way to your door.
How to Submit a Claim
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Step 1 — Film your unboxing or photograph the issueClear evidence of the defect or error is required for all claims. A short video is ideal.
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Step 2 — Contact us within 7 days of deliveryEmail us at support@kitpety.com or reach out via our website chat. Include your order number and photos/video.
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Step 3 — We review and confirm within 2 business daysOur team will check your claim against the original proof and production photos, then reply with a resolution.
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Step 4 — We reprint or process your refundApproved claims are resolved by reprint (dispatched within 5 business days) or refund to your original payment method.
Refund Policy
If we made a mistake — wrong print, wrong size, defective product — we will make it right at no cost to you. Every time. No exceptions.
Still have a question?
Our team is happy to help before, during, and after your order.
📧 support@kitpety.com · 💬 Live chat on site