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Returns & Refunds Policy

1. Overview

This Returns & Refunds Policy explains how The Kit Lab handles returns, refunds, and issues relating to orders for custom-made clothing.
As most of our garments are customised and produced to order, returns are limited in accordance with UK consumer law.

2. Customised and
 Made-to-Order Items

All garments supplied by The Kit Lab are typically produced specifically for a sports club or organisation, including custom logos, colours, or text.
Because of this, customised products cannot be returned or refunded simply because:

  • The wrong size was ordered
  • A customer changes their mind
  • A club member no longer wants the item

This is permitted under the Consumer Contracts Regulations 2013, which exclude personalised goods from standard cancellation rights.
Customers are responsible for confirming correct sizes, quantities, and personalisation details before the order is approved for production.

3. Faulty or Incorrect
 Items

If an item is faulty or has been produced incorrectly compared with the approved design, please contact us within 7 days of delivery.
Where a fault is confirmed, we will offer one of the following solutions:

  • Replacement of the faulty item
  • Refund where appropriate

We may request photographs of the issue to help assess the problem.

4. Reporting an Issue

To report a problem with your order, please contact us with the following information:

  • Order number or club name
  • Description of the issue
  • Photographs of the item (if applicable)

Contact: sales@thekitlab.com

5. Return Instructions

If a return is authorised due to a fault or production error, we will provide instructions for returning the item.
Items must not be returned without prior confirmation from The Kit Lab.

6. Refund Process

Where a refund is approved, it will be processed using the original payment method wherever possible.
Refunds are typically completed within 5–10 business days once the issue has been confirmed.

7. Sizing Responsibility

Sizing charts are provided for guidance where available.
As items are customised, The Kit Lab cannot accept returns or exchanges for incorrect size selection unless the wrong size was supplied compared to the order submitted.

8. Contact

For any questions regarding returns or refunds, please contact:


The Kit Lab : sales@thekitlab.net

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