We stand behind every kit we ship. This page covers when and how you can return an order, what’s eligible, and how refunds and exchanges work.
Our defect-free guarantee
If your kit arrives with a manufacturing defect, the wrong design, or measurements significantly off our published size chart, we’ll make it right — refund, replacement, or exchange. Your choice.
We inspect every kit before it ships, so issues are rare. But when they happen, we own them.
Return window
You have 14 days from delivery to request a return. The clock starts the day your tracking shows the parcel delivered.
Returns initiated after 14 days cannot be accepted, except for warranty issues covered under our defect-free guarantee.
What we accept
We accept returns for:
- Defective kits — manufacturing flaws, stitching issues, print errors, fading on first wash
- Wrong item shipped — you ordered Brazil home, we sent away (it happens, and we apologise)
- Measurement issues — if the kit measures more than 2cm off our published size chart for that team and size
Items must be returned in their original condition: unwashed, unworn (except for trying on), with all tags attached and original packaging where possible.
What we cannot accept
- Customised items (printed names, numbers, badges) — these are non-returnable except for printing defects
- Worn or washed items — once it’s been on the pitch or through the wash, we can’t accept it back
- Items damaged by misuse — we cover manufacturing flaws, not wear-and-tear or accidents
- Sale or final-clearance items — clearly marked at purchase, all sales final
- Returns initiated more than 14 days after delivery
How to start a return
Email support@thenewkits.com or use our contact form within 14 days of delivery. Include:
- Your order number
- Photos of the issue (for defects or wrong items)
- Whether you prefer refund, replacement, or exchange
We’ll respond within one business day with return instructions and a return address.
Return shipping
For defective items or items we shipped in error, we cover return shipping.
For other accepted returns (e.g. size or fit issues that fall within policy), return shipping is the customer’s responsibility unless we agree otherwise in writing.
Use a tracked shipping method — we cannot process a refund for a parcel that never arrives.
Refund timing
Once your return arrives and passes inspection, we process refunds within 3 to 5 business days. Refunds go back to the original payment method.
Bank or card processing on your end can add 2 to 10 more business days before the refund appears on your statement.
Exchanges
If you want a different size or a different kit altogether, an exchange is often faster than refund-and-reorder. Tell us what you’d like in your return email and we’ll work out the details.
Price differences (up or down) are settled at the time of exchange.
Contact
Questions about a return or refund? Reach us at our contact page or email support@thenewkits.com. We reply within one business day.