Refund Policy
Last updated:
Team budgets are tight. Often the money for a crew order came from player fees, a booster fund or the organiser’s own card, and someone will ask where it went. This page answers that. It explains when Kit Crew issues a refund, how much comes back, where it goes and how long it takes. The practical steps for sending items back live on our Returns and Exchanges page; this page is about the money.
Refunds at a glance
- Timing: within 7 days of receiving your return.
- Destination: the original payment method used at checkout.
- Restocking fee: none, on any item, personalised kit included.
- Return postage: paid by Kit Crew; change-of-mind returns get a free return label.
- Cancellations: orders cancelled within 24 hours are refunded within 7 days.
- Store credit: available on request instead of a refund, and it never expires.
When a refund is due
A refund is triggered by one of three events. Each one has its own starting point for the 7-day clock.
You returned items
You started a return within 60 days and the parcel reached us. The 7 days run from the day we receive it. This covers change of mind, wrong size, wrong colour, a player who left the roster and lettering typos that slipped through.
You cancelled in time
You emailed us within 24 hours of placing the order and asked to cancel. Once we confirm the cancellation, the refund goes out within 7 days. The rules for that window are on our Cancel or Change an Order page.
Something went wrong on our side
An item arrived damaged, faulty or different from what you ordered. Once we have reviewed your photos or the returned item and agreed a refund, it is issued within 7 days.
| Reason | Clock starts when | Refund issued | Goes to |
|---|---|---|---|
| Change-of-mind return | We receive the returned items | Within 7 days | Original payment method |
| Cancellation within 24 hours | We confirm the cancellation | Within 7 days | Original payment method |
| Damaged, faulty or wrong item | We agree the refund after review | Within 7 days | Original payment method |
| Store credit requested | We receive the returned items | Credit issued instead of money | Your Kit Crew account |
How much comes back
We refund the price you paid for each returned item. There is no restocking fee and no deduction for return postage, because we pay for the label.
Add-ons follow the item
If you ticked “Add number on the front too” for $3 on a jersey and then return that jersey, the $3 comes back with it. Add-on prices are charged only when the box is ticked, and they are refunded together with the item they belong to.
Size price differences
Adult 2XL to 4XL cost $3 to $4 more than adult S to XL, and youth sizes cost $4 to $6 less. Your refund matches the price of the exact size you bought, as shown on your order.
Shipping on the original order
Shipping is free on every order, so there is no shipping charge to refund. If you bought a replacement in a different size on a new order, that new order also ships free.
Partial refunds on team orders
A refund covers only the lines you returned. Send back 3 jerseys from a 14-line order and you receive the price of those 3. The rest of the order stays as it is.
Where the money goes
Refunds always go back to the payment method used at checkout. We cannot send a refund to a different card, a different account or a player’s parent, even if they chipped in. This protects the person who paid and keeps the order record clean.
When the payer is not the organiser
If a booster club treasurer paid and the coach handled the return, the refund still goes back to the treasurer’s original payment method. Sort out who gets what within the team once it lands.
If the original method is closed
If the card or account you paid with has been closed or replaced, contact us. Your bank or payment provider usually routes the refund to the replacement. If that does not happen, we will help you work out the next step.
How long until you see it
We issue the refund within 7 days of the triggering event. After that, your bank or payment provider decides how fast it shows on your statement.
Count from the right day
The 7 days start when we receive your return, not when you drop it off. A return from Australia or New Zealand spends extra days in transit before it reaches us, so allow for that when you tell your team when to expect the money.
Watch your email
We confirm by email when a refund has been issued. Keep that email. If the money does not appear on your statement after your provider’s usual processing time, reply to it and we will check.
Store credit as an alternative
Many organisers know they will buy again for the next season. If that is you, ask for store credit in your return email instead of a refund.
How store credit works
Store credit equals the amount the refund would have been. It sits on your Kit Crew account and never expires. Use it for next season’s jerseys, a late sign-up’s kit or a bag of Team Practice Pinnies for the spring clinic.
A mid-season example
A rec-league organiser returns two Custom Two-Button Softball Jerseys after two players drop out and asks for store credit. In week six a new player joins. The organiser orders one jersey in the same colourway and uses the credit. Same price, free shipping, separate order.
Changing your mind
If you asked for store credit and would prefer a refund, tell us before we process the return. Once credit has been issued, contact us and we will see what we can do.
Lettering, proofs and refunds
Kit Crew does not send proofs or mockups. We print exactly what is typed into the personalisation fields, in capitals, in the lettering colour selected. That has a direct effect on refunds.
Your typos are still refundable
Even when the mistake was in what you typed, a returned jersey is refunded in full. A jersey printed “MCKENZY” instead of “MCKENZIE” can go back with the free label within 60 days. Catch it within 24 hours instead and we can correct the order before it is printed, which saves the round trip.
Things we never print
We do not print team names, league names, school names or mascots, sponsor or company logos, pro player names or any trademark. If an order asks for one of these, we will contact you. If we cannot fulfil the order as requested, we cancel it and refund it within 7 days. More detail is on our Intellectual Property Policy.
Taxes, duties and conversion
Kit Crew does not collect sales tax at checkout, and our prices do not include tax. Orders to Canada, Australia and New Zealand may face import duties or taxes depending on the destination country.
Charges paid to others
Any duties or taxes paid to a carrier or a government on arrival were not paid to us, so they are not part of our refund. If you want to know whether you can reclaim them, contact us and we will help you look into it with the right party.
Currency differences
If your payment provider converted currency on the purchase, the refund is sent in the same currency we charged. Exchange rates move, so the amount on your statement may differ slightly from the original charge. That difference is set by your provider, not by us.
Refunds for team treasurers
When a crew order is paid from a shared fund, someone usually has to account for every dollar. These notes help you keep the books straight.
Ask for a breakdown
If you return several items from one order, ask us in your email to list the refunded lines. You will get the player name or product, size and amount for each one, which makes it easy to show the club committee where the money went.
Keep one order per budget
If two teams in the same club pay from different budgets, place two separate orders. A refund on one order then goes back to the right budget without anyone splitting a statement line by hand.
Collecting player fees
Some captains collect money from players before ordering. If a player drops out and the jersey is returned, the refund goes to the card used at checkout. Paying the player back is then between the captain and the player.
Examples from the bench
Wrong colourway for practice
A soccer coach returns four Training Soccer Jerseys at $24.99 each because the colour clashes with the opposing team’s bibs. We receive the parcel on a Monday. The coach gets $99.96 back to the original payment method within 7 days of that Monday, with no fee taken and no postage charged.
Late cancellation request
An organiser asks to cancel 30 hours after checkout. That is past the 24-hour window, so the order goes ahead. When it arrives, any items the team does not want can still go back within 60 days for a full refund on the items returned.
Mixed order, partial return
A clinic director buys Team Practice Pinnies, Custom Reversible Practice Jerseys and Team Crew Socks. Only the socks are the wrong size. The director returns the socks and receives the refund for those pairs, while everything else stays with the clinic.
What does not get refunded
The list is short. We do not refund items that were not bought from kitcrew.shop, items sent back after the 60-day window when nobody contacted us inside that window, or items damaged by heavy wear after delivery. A jersey that has played a whole season is no longer a return. If your situation sits in a grey area, write to us and explain it. We look at every case on its details rather than turning it down by default, and we will tell you clearly what we can offer, whether that is a refund, store credit or a replacement on a new order.
Disputes and chargebacks
If something has gone wrong, email us first. Most problems are settled faster by a reply from us than by a payment dispute, which can freeze an order while the provider investigates. If you have already opened a dispute, let us know so we can respond to it with the details of your order.
Questions about a refund
Kit Crew, 4799 Seabreeze Lane, Myrtle Beach, SC 29579, US. Email support@kitcrew.shop with your order number and, if you have it, the refund confirmation email. We reply within 24 hours on business days.
You may also find answers in our FAQs, the Help Center and the Payment Methods page. Our Terms of Service are governed by the laws of South Carolina.