Refund policy

Last updated: 8 November 2026. This policy applies to orders placed from that date.

This policy covers returns, refunds, faulty items and cancelling an order. The sections up to "Clubs, schools and businesses" apply to customers buying for themselves. Nothing in this policy affects your statutory rights.

Kit Room is the trading name of Kit Room (N.I.) Ltd, Unit 3B, Annacloy Business Park, Downpatrick, BT30 9GF, Northern Ireland. Company no. NI650934. Email info@kit-room.co.uk.

How to start a return

Start your return here. Enter your order number and the email address you ordered with, choose the items and tell us why they are coming back. We will email you to confirm, with a return slip to put in the parcel and the address to send it to.

To cancel an order within 14 days of delivery, you can also email us at info@kit-room.co.uk. Any clear statement that you want to cancel is enough.

What can and can't be returned

You can return plain items, including plain items from a club shop.

The following can only be returned if they are faulty or we sent the wrong item:

• Personalised items. Anything printed, embroidered or otherwise made to your specification, including names, numbers, initials, club crests, logos and sponsors.
• Sealed hygiene items, such as gum shields, once the seal has been broken.
• Gift cards.

Personalised orders can't be cancelled. We order the garments and materials and make them up for you, so an order with personalisation can't be cancelled once it has been placed. Please check names, numbers, sizes and spellings before you order.

Condition of returned items

To be refunded in full, items must come back unworn, unwashed and undamaged, with their original tags and packaging. You may try items on as you would in a shop.

Every return is inspected when it arrives, and the refund depends on it passing that inspection. If an item does not meet these conditions:

• within 14 days of delivery, we reduce your refund by the loss in value, which may be up to the full price;
• after 14 days, we either send the item back to you at your cost or reduce your refund by the loss in value.

If you change your mind

You can return plain items for a refund within 30 days of the day they arrive. Sale and clearance items can be returned within 14 days. If your order came in more than one parcel, the days count from when the last parcel arrived.

You have a legal right to cancel within 14 days of delivery without giving a reason. Tell us within those 14 days, then send the items back within 14 days of telling us.

Return postage. When you change your mind, the cost of sending items back is yours. Please use a tracked service and keep your proof of postage.

Your refund. We refund the price you paid for the items. If you cancel your whole order within 14 days of delivery, we also refund the standard delivery charge you paid. Delivery is not refunded when only part of an order comes back, or after 14 days.

Different size or colour. The quickest way is to return the item for a refund and place a new order. If you would rather we swap it, contact us. When we send out a replacement for a change of mind, standard delivery applies: £5.95 to the UK, £9.95 to Ireland.

If an item is faulty, damaged or wrong

An item is faulty if it has a manufacturing defect or a defect in our printing or embroidery. Normal wear and tear, damage from misuse or accident, and damage from washing or drying against the care label are not faults.

If an item arrives faulty or damaged, develops a fault, or is not what you ordered (including a mistake in your personalisation), we will put it right and pay the postage both ways: we email you a prepaid returns label.

Start your return here within 6 months of the day it arrived, with a photo of the problem. If you cannot send a photo, email us instead. After 6 months, email us at info@kit-room.co.uk and we will look at it; we may ask you to show the fault was there when the item arrived.

We inspect the item when it arrives. If it is faulty: within 30 days of delivery, you choose a replacement or a refund; after 30 days, we repair or replace it, and refund you if we can't or if the repair or replacement doesn't put it right (after 6 months a refund may be reduced to allow for the use you've had). If the mistake was ours (a wrong item, size or personalisation), we also refund the delivery charge you paid. If the inspection finds no fault, or damage caused by wear, misuse or washing against the care label, no refund is due and we send the item back to you at your cost.

Your legal rights. Goods must be as described, of satisfactory quality and fit for purpose. If they are not, you are entitled to a full refund within 30 days of delivery. After that you are entitled to a repair or replacement, and if that does not work, to a refund or a price reduction. Within 6 months of delivery a fault is assumed to have been there from the start unless we can show otherwise. You can bring a claim for up to six years. For free, independent advice in Northern Ireland, contact Consumerline on 0300 123 6262 or at consumerline.org.

Repairs

If something needs fixing, such as a seam or an embroidered badge, contact us first with a photo. If it is a fault, we will send you a prepaid label, repair it and post it back to you free of charge.

Refunds

All returns are inspected and approved before any refund is issued. Refunds go back to the card or payment method you used, and we do not charge a fee. We refund within 14 days of receiving the items back, or of your proof that you sent them if that comes first. We email you when the refund is made. Your bank may take a further 5 to 10 working days to show it.

Clubs, schools and businesses

Orders placed by or for a club, school, company or other organisation are business orders. They do not carry the 14-day legal right to cancel, and the consumer rights above do not apply to them. These terms apply instead:

• Check your order when it arrives and tell us within 14 days of delivery about anything visibly faulty, missing or wrong. Tell us about a fault that only shows up later as soon as you notice it, and within 6 months of delivery. We will replace, remake or refund it at our cost, postage included. "Faulty" has the meaning given above.
• Goods made, printed or embroidered to your order cannot be cancelled once the order is placed, and cannot be returned unless they are faulty or do not match what you approved.
• Unused plain stock may be returned by agreement within 30 days of delivery, in the condition set out above. Contact us first; the cost of sending it back is yours.
• All returns are inspected on arrival. Items that fail inspection are sent back at your cost, or the refund is reduced accordingly.

Members buying for themselves from a club shop on our website are covered by the consumer terms above, not this section.

Questions or complaints

Email info@kit-room.co.uk or write to Kit Room (N.I.) Ltd, Unit 3B, Annacloy Business Park, Downpatrick, BT30 9GF. We aim to reply within two working days.

Model cancellation form

You do not have to use this form. If you want to, copy it into an email to info@kit-room.co.uk or post it to us.

To Kit Room (N.I.) Ltd, Unit 3B, Annacloy Business Park, Downpatrick, BT30 9GF, info@kit-room.co.uk:

I hereby give notice that I cancel my contract of sale of the following goods:

Ordered on / received on:
Order number:
Name:
Address:
Signature (only if sent on paper):
Date: