Return & Refund Policy

KitNation | www.kitnation.co.za

At KitNation, customer satisfaction is important to us. We aim to provide a straightforward and transparent returns process while ensuring that all customers are treated fairly and in accordance with applicable South African consumer protection legislation.

1. Return Policy

We offer a 30-day return policy, which means you have 30 days from the date of delivery to request a return.

This voluntary return period is offered in addition to any statutory rights available under the South African Consumer Protection Act (CPA) and Electronic Communications and Transactions Act (ECTA).

2. Return Eligibility

To be eligible for a standard return, your item must meet the following conditions:

Brand-New Football Jerseys and Apparel

• The item must be unworn, unused and in its original condition.

• The item must be returned in its original packaging.

• Original manufacturer tags, where supplied, must remain attached.

• The item must not have been washed, altered or damaged after delivery.

Vintage or Pre-Owned Football Jerseys

• The item must be returned in substantially the same condition as received.

• As vintage or pre-owned items may not include original manufacturer tags, the tag requirement does not apply where such tags were not supplied.

• Signs of age or wear that were accurately disclosed before purchase do not, by themselves, constitute a defect.

• Any undisclosed defects or material differences from the advertised description will be assessed in accordance with applicable consumer protection legislation.

Mystery Jerseys

• Standard Mystery Jersey orders are eligible for returns within the 30-day return period, subject to the applicable eligibility conditions.

• Mystery Jerseys purchased at promotional or discounted prices remain eligible for returns.

• Customers may not return a Mystery Jersey solely because they would have preferred a different team or design, where the product supplied meets the description and conditions disclosed before purchase. This does not limit statutory cooling-off or other consumer rights.

A receipt, order number or other reasonable proof of purchase is required to process a return.

These standard eligibility conditions do not restrict statutory rights relating to defective, unsafe, incorrectly supplied or non-compliant goods.

3. How to Request a Return

Before shipping your return, you must first submit a return request by email.

Email: helpkitnation@gmail.com

Please include:

• Your full name.

• Your KitNation order number.

• The item you wish to return.

• The reason for the return.

• Photographs of the item, where relevant.

This process allows us to identify your order, provide the correct return instructions and minimise delays.

Return Procedure

1. Email helpkitnation@gmail.com to request a return.

2. Our customer support team will review your request and provide the applicable return instructions.

3. Once you have received the return address, securely package the item.

4. Arrange shipment through Aramex using the return address provided by our team.

5. Email us your return tracking number and order number.

6. Once the returned item has been received, we will inspect it and communicate the outcome.

Please do not send returns to an address that has not been confirmed by KitNation.

Failure to request return instructions beforehand may cause administrative delays. However, this requirement does not invalidate a customer's statutory cancellation or return rights.

4. Return Shipping Costs

For standard voluntary returns, return shipping costs are the responsibility of the customer.

Customers are responsible for arranging and paying for return shipping through Aramex unless otherwise agreed.

KitNation will cover reasonable return shipping costs where the product is:

• Defective or damaged in circumstances for which KitNation is legally responsible.

• Incorrectly supplied.

• Materially different from the advertised description.

• Otherwise required by applicable law to be returned at the supplier's expense.

Where KitNation is responsible for return shipping, our support team will provide the necessary arrangements.

For statutory cooling-off cancellations under ECTA, the customer may be responsible for the direct cost of returning the goods, as permitted by law.

5. Refunds

Once we have received and inspected your returned item, we aim to notify you of the outcome within 5 business days.

If your return is approved, your refund will be processed to your original payment method within 10 business days, subject to any shorter period required by applicable law.

For standard voluntary returns, the original delivery fee may be non-refundable where permitted by law. Customers who arrange their own return shipping pay those costs directly.

For statutory cancellations and returns, refunds will include all amounts required by applicable legislation, and no unlawful deductions will be made.

Please allow additional time for your bank or payment provider to reflect the refund in your account.

If more than 15 business days have passed since your refund was approved and you have not received your funds, please contact us at helpkitnation@gmail.com.

6. Damages, Defects and Incorrect Items

Please inspect your order upon delivery and contact us as soon as reasonably possible if your item is defective, damaged, incorrect or materially different from what was advertised.

Email: helpkitnation@gmail.com

Please include your order number, a description of the issue and supporting photographs where reasonably available.

We will assess the matter and provide an appropriate resolution in accordance with applicable consumer protection legislation.

6. Exceptions — Non-Returnable Items

The following items are generally excluded from our voluntary 30-day change-of-mind return policy:

• Gift cards.

• Personalised football jerseys featuring custom names, numbers or other customer-requested modifications.

• Products specifically manufactured or altered according to a customer's individual specifications.

These exclusions apply only to the extent permitted by law.

Standard Mystery Jerseys are not excluded from our 30-day voluntary return policy solely because the product is a mystery item or was purchased at a promotional price.

The exclusions do not remove statutory rights relating to defective goods, incorrect orders, misleading descriptions or other circumstances in which a return or refund is required by law.

7. Exchanges

If you would like to exchange an item for a different size or product, please contact us at helpkitnation@gmail.com.

The fastest way to exchange an eligible item is generally to request a return and place a new order once your return has been accepted.

Exchanges are subject to stock availability.

Where a replacement is required as a statutory remedy, KitNation will comply with the applicable legal requirements.

8. International Returns

For customers outside South Africa, returns are subject to the applicable return conditions and any mandatory consumer protections in the destination jurisdiction.

European Union Customers

Where mandatory European Union consumer withdrawal rules apply, eligible customers generally have a 14-day withdrawal period after receiving their goods, subject to applicable exceptions.

This right applies in addition to KitNation's voluntary 30-day return policy.

Customers may be responsible for direct return shipping costs where permitted by applicable law and properly disclosed before purchase.

International customers should contact helpkitnation@gmail.com before arranging a return.

9. Questions and Customer Support

For any questions regarding returns, refunds, damaged products or exchanges, please contact our customer support team.

KitNation Customer Support

Email: helpkitnation@gmail.com

Website: www.kitnation.co.za

Telephone: [INSERT VERIFIED BUSINESS NUMBER]

Business Address: [INSERT VERIFIED BUSINESS ADDRESS]

Our team will assist with the appropriate return instructions and available remedies.

10. Consumer Rights

Nothing in this Return and Refund Policy is intended to exclude, restrict or limit any consumer rights or remedies that cannot lawfully be excluded under applicable South African legislation.

Where any provision of this policy conflicts with mandatory consumer protection law, the applicable statutory requirements will prevail.