Refund policy

Return and refund policy

Last updated: 7 October 2026

We want you to be happy with your KitMotive order. This policy explains our returns, cancellations and refunds. Nothing in this policy affects your statutory rights under UK consumer law.

Standard, non-personalised items

If you purchase a standard, non-personalised item online, you normally have the right to cancel your order within 14 days of receiving it.

To cancel, email hello@kitmotive.co.uk within 14 days of receiving your order. Once you have told us that you wish to cancel, you should return the item within a further 14 days.

For change-of-mind returns, you are responsible for the direct cost of returning the item unless we agree otherwise.

You may inspect an item as you would in a shop. We may make a reasonable deduction from your refund if the value of the item has been reduced because it has been handled more than necessary.

Personalised and custom-made items

Items that are made to your specifications or clearly personalised are generally not eligible for change-of-mind cancellation or return.

This includes, for example:

Names or numbers printed on clothing

Custom text

Club badges or logos

Customer-supplied artwork

Bespoke designs

Made-to-order team or club products

Please check names, numbers, spelling, sizes, colours and artwork carefully before confirming a personalised order.

If you need to change or cancel a personalised order, contact us as quickly as possible. If production has not started, we will try to help, but changes or cancellations cannot be guaranteed once production has begun.

Faulty, damaged or incorrect items

The personalised-item exclusion does not affect your statutory rights.

If an item is faulty, damaged, not as described, or has been incorrectly produced by KitMotive, contact us at hello@kitmotive.co.uk as soon as possible.

Please include your order number and, where useful, photographs showing the issue.

Depending on the circumstances and your legal rights, the appropriate remedy may include a repair, replacement, price reduction or refund.

Refunds

For an eligible cancellation of a standard item, we will refund the amount due to you without undue delay and in accordance with UK consumer law.

Where required, this includes the basic cost of the original delivery. If you selected a more expensive delivery option, we are not required to refund the additional cost above the standard delivery option.

We may wait until we have received the returned goods, or until you provide evidence that they have been sent back, before issuing the refund.

Refunds will normally be made to the original payment method. Your bank or payment provider may take additional time to process the refund after we issue it.

How to request a return

Before sending anything back, please email:

hello@kitmotive.co.uk

Include your order number and the reason for the return so we can provide the correct return instructions.