Returns & refunds

1. The window

You have 30 days from the day you receive your order to tell us you want to return it, and a further 14 days to send it back. Where you have a statutory right to cancel, that right applies in addition to this policy.

2. Condition

Items must come back unused, in resaleable condition, with tags and any original packaging. You may handle an item as you would in a shop — try a glove for fit — but not use it. We may reduce a refund to reflect a reduction in value caused by handling beyond that.

3. What cannot be returned

• Items worn in play, washed, or with studs, grass or pitch marks.
• Socks, base layers and other hygiene-sensitive items where the sealed packaging has been opened.
• Items personalised with a name, number or club badge.
• Anything returned outside the window or without proof of purchase.

None of this applies to a faulty item — see section 6.

4. How to return something

1. Email teams@kitempire.com with your order number and what you want to return.
2. We reply with a return reference and the address to use.
3. Send it to [Returns address, Street, City, Postcode, Country], with the reference inside the parcel.
4. Use a tracked service and keep the receipt — until it reaches us, it is your parcel.

5. Who pays postage

• Change of mind: you pay return postage. Original delivery is refunded at our standard rate, not an express upgrade.
• Faulty, damaged, or our mistake: we pay. We will send a prepaid label or refund your postage cost.

6. Faulty items

If something arrives damaged or fails through a manufacturing fault, contact us with photographs and your order number. We will repair, replace or refund it. Normal wear — latex abrading on gloves, studs wearing down, fading with washing — is not a fault. Nothing in this policy affects your legal rights over faulty goods.

7. Refunds

We process refunds within 5 business days of the return arriving and passing inspection, to the original payment method. Your bank or card issuer may take a few days more to show it. We will email you when it is sent.

8. Exchanges

For a different size or colour, return the original for a refund and place a new order — it is faster than an exchange and means you are not waiting on stock.

9. Orders that never arrived

If tracking shows delivered but you do not have the parcel, check with neighbours and your carrier first, then contact us within 21 days of the despatch date and we will investigate with the carrier.

Delivery times and costs are on the shipping page. The wider contract terms are in our terms of sale.