Last updated: May 2026

This Refund and Returns Policy applies to all orders placed through kitorasports.com. Please read this policy carefully before approving your design and confirming your order.

CUSTOM MADE-TO-ORDER PRODUCTS

All KitoraSports products are custom manufactured to your individual specifications following your explicit design approval. Because every product is made to order, we are unable to accept returns or issue refunds for change of mind, incorrect size selection, or any reason not listed in the Eligible Returns section below.

By approving your design mockup and confirming your order, you are confirming that you have reviewed and accepted the design, colours, sizing, quantities, and all other specifications included in your approved mockup.

We strongly recommend reviewing your approved design mockup carefully before confirmation. If you have any questions or concerns about your mockup, please raise them before confirming your order. Design changes cannot be accommodated after order confirmation.

ELIGIBLE RETURNS AND REFUNDS

We will provide a full replacement, partial refund, or full refund in the following circumstances:

Manufacturing Defect

If your products arrive with a verifiable manufacturing defect, including incorrect sublimation print, faulty stitching, or structural failure under normal use, we will replace the affected items at no cost to you. Defects must be reported within 5 days of delivery with photographic evidence.

Wrong Item Received

If you receive products that do not match your approved design mockup in terms of colours, layout, number placement, name placement, or logo positioning, we will replace the incorrect items at no cost to you. Discrepancies must be reported within 5 days of delivery with photographic evidence comparing your approved mockup to the items received.

Incorrect Quantity

If your order arrives with fewer units than confirmed, we will ship the missing units at no additional cost. Quantity discrepancies must be reported within 5 business days of delivery.

Order Not Delivered

If your order has not arrived within 25 business days of your order confirmation date and tracking information confirms it is lost in transit, we will either re-manufacture and reship your order or issue a full refund at your preference.

NON-ELIGIBLE RETURNS

The following are not eligible for return, replacement, or refund:

  • Products returned due to a change of mind after design approval and order confirmation
  • Sizing issues resulting from incorrect size information provided by the buyer at the time of order
  • Design dissatisfaction where the delivered product matches the approved mockup
  • Products that have been used, washed, or altered
  • Orders where the buyer has not provided the required design files, player information, or sizing information within the agreed timeline, causing production delays
  • Customs duties, import taxes, or shipping costs in any circumstance

RETURN PROCESS

If you believe your order qualifies for a return or replacement under the Eligible Returns section above, please follow this process:

  1. Email quotes@kitorasports.com within the applicable timeframe stated above
  2. Include your order number, a description of the issue, and clear photographic evidence
  3. Our team will review your claim within 3 business days
  4. If your claim is approved, we will confirm the replacement or refund process and timeline
  5. Do not return any products before receiving written confirmation from KitoraSports; unauthorised returns cannot be processed

Return shipping costs for approved returns due to manufacturing defects or wrong items are covered by KitoraSports. We will provide a prepaid return label or arrange collection depending on your location.

REFUND PROCESSING

Approved refunds are processed within 7 business days of claim approval. Refunds are returned to the original payment method used at the time of purchase. Processing times may vary depending on your payment provider.

DESIGN APPROVAL RESPONSIBILITY

The design approval process is the buyer’s final opportunity to verify all details of their order. KitoraSports provides unlimited design revisions before approval at no charge. Once a design is approved in writing (by email or through our online approval system), production begins, and the approved design is considered final.

KitoraSports cannot be held responsible (Design Approval Policy) for errors in player names, numbers, team names, or logo files that were included in the approved design and not identified by the buyer during the approval process.

CONTACT Us

For all returns and refund enquiries:

Email: quotes@kitorasports.com

Website: kitorasports.com/contact-us/