Refund policy
Refund & Return Policy
At Kit Haus, your satisfaction is our priority. We want every customer to feel confident shopping with us, so we offer a simple and transparent return process.
30-Day Returns
We offer a 30-day return window from the date your order is delivered. If you are not completely satisfied with your order, you may return it for a refund or exchange.
For a change-of-mind return, the item must be in its original condition, unworn, and include all original packaging and tags. Please keep your order number or receipt so we can process your return quickly.
Customised jerseys and sale, clearance or mystery jerseys are not eligible for change-of-mind returns. These exclusions do not limit your rights if an item is faulty, damaged, incorrectly supplied, or otherwise covered by the Australian Consumer Law.
How to Start a Return
You can submit a return request directly through Shopify without contacting us first.
Visit our Start a Return page and enter the email address used for your order. Shopify will send you a six-digit verification code. No password is required.
After signing in:
- Select the order containing the item you want to return.
- Click Request return.
- Select the item or items you want to return.
- Choose a return reason and add any relevant information.
- Submit your return request.
We’ll review your request and notify you by email once it has been approved or declined. If approved, you’ll receive the applicable return instructions and return-shipping information.
Please do not send an item back before your return request has been approved, as this may delay your refund.
Approved return shipping is free for customers within Australia. International customers are responsible for return postage on change-of-mind returns.
Exchanges cannot currently be requested through Shopify’s self-serve return page. If you would like an exchange, please contact us directly.
Free Return Shipping
Kit Haus covers the return-shipping cost for approved returns and exchanges within Australia, so return shipping is free for Australian customers. Once your return has been approved, our team will provide the return instructions and arrange the return postage.
International customers are responsible for the cost of return shipping for change-of-mind returns. This does not limit any rights to reimbursement of reasonable return costs where required under the Australian Consumer Law.
For change-of-mind returns, any original delivery fee paid when placing the order is non-refundable. This does not limit your rights if an item is faulty, damaged, incorrectly supplied, or otherwise covered by the Australian Consumer Law.
Refunds
Once we receive your return, our team will inspect the item within 1–2 days to confirm that it meets the applicable return conditions.
Approved refunds are issued to the original payment method within 3–5 business days. We will notify you by email once the refund has been processed. Your bank or payment provider may require additional time for the funds to appear in your account.
Exchanges
If you need a different size or would prefer another style, please contact us and we will help arrange an exchange.
Once we receive and approve the returned item, we will process the exchange. If there is a difference in price, we will either refund the difference to your original payment method or send you a payment link for the remaining balance.
Delivery of the approved exchange item is free.
Order Cancellations
You may request to cancel an order before it has been fulfilled. Please email us as soon as possible to confirm whether your cancellation can still be actioned.
Fulfilment may already have started even when the order does not yet appear as fulfilled in Shopify, so a cancellation is not guaranteed until our team confirms it. If fulfilment has already been actioned, the applicable return conditions in this policy will apply after delivery.
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged, or different from what you ordered, please contact us as soon as possible with your order number and details of the issue. We will assess the matter and arrange an appropriate solution. You will not be charged return shipping for these items.
Australian Consumer Law
Nothing in this policy excludes or limits any rights you may have under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law, including rights to an appropriate remedy when a product does not meet a consumer guarantee.
