Cancellation policy
Subscription Purchase Options Cancellation Policy
Certain products offered by kitpacks may be available as recurring orders (subscription). This policy explains how subscriptions can be managed, changed, paused or cancelled.
Subscriptions
When you purchase a subscription, you authorise kitpacks to create recurring orders and charge your selected payment method according to the delivery and billing frequency displayed at the time of purchase.
The applicable subscription price, delivery frequency, shipping charges and any minimum commitment will be shown before you complete your order.
Unless expressly stated otherwise on the relevant product page, kitpacks subscriptions do not have a fixed minimum or maximum term and continue until they are cancelled.
Recurring Payments
Your payment method will be stored securely by our payment service provider and will be charged automatically for each scheduled subscription order.
Any applicable shipping charges, taxes or duties will be added to the recurring payment as displayed during checkout or in your subscription details.
If a recurring payment fails, we or our payment service provider may attempt to process the payment again and may ask you to update or confirm your payment method.
No subscription order will be shipped until the applicable payment has been successfully processed.
Managing Your Subscription
You can view and manage your subscription through your kitpacks customer account:
Depending on the options available for your subscription, you may be able to:
- cancel your subscription,
- pause or resume your subscription,
- skip an upcoming delivery,
- change the delivery frequency,
- change an available size, Mystery PACK/kitpack category or other subscription option,
- update your delivery address, and
- update your payment method.
Not all changes may be available for every subscription. Any available options will be displayed in your customer account.
Cancelling Your Subscription
You may cancel your subscription at any time through your customer account.
A cancellation stops future subscription renewals and future orders that have not yet been created or charged. Cancelling a subscription does not automatically cancel an order that has already been created, charged, processed or fulfilled.
To ensure that a cancellation applies before the next scheduled order, it must be completed at least 48 hours before the next scheduled billing date.
If a cancellation request is submitted less than 48 hours before the next scheduled billing date, the upcoming order may already have been created or processed. In that case, the cancellation will apply from the following billing cycle.
Important: Cancelling your subscription resets your progress towards the subscription loyalty reward. Any previously counted Mystery PACKs will be removed from the reward counter, and the counter will restart at zero if you start a new subscription at a later date.
Pausing your subscription does not reset the reward counter. Your existing progress will be retained while the subscription is paused and will continue when the subscription is resumed.
After a subscription has been cancelled, it cannot necessarily be reactivated. You may need to place a new subscription order if you wish to subscribe again. A newly created subscription starts with a new reward counter at zero.
Cancellation of an Upcoming Subscription Order
If a subscription order has already been created but has not yet been fulfilled, you may submit a cancellation request through your customer account.
We will attempt to cancel the order where operationally possible. However, submitting a cancellation request does not guarantee that an order can still be cancelled.
Once an order has entered processing, been personalised, packed or fulfilled, it may no longer be possible to cancel it.
If the order can no longer be cancelled, you may request a return after delivery in accordance with our Returns & Refund Policy.
Skipping or Pausing Deliveries
Where this option is available, you may skip an upcoming subscription order or pause your subscription through your customer account.
A pause or skipped delivery must be submitted at least 48 hours before the next scheduled billing date.
Pausing a subscription prevents new orders from being created while the subscription remains paused. It does not cancel or refund any order that has already been created or charged.
Changes to Size, Mystery PACK or Delivery Frequency
Where supported by the applicable subscription, you may request changes to your size, Mystery PACK category, delivery frequency or other available subscription options through your customer account.
Changes must be completed at least 48 hours before the next scheduled billing date to apply to the upcoming order.
Any change may affect the recurring product price, shipping charge, taxes, discounts or delivery schedule. The updated details will be displayed before or after the change is confirmed.
Changes are subject to product, size and inventory availability.
Product Availability
Subscription products, sizes and Mystery PACK categories remain subject to availability.
If the selected subscription product or size is unavailable, we may:
- delay or skip the affected delivery,
- contact you to offer an available alternative, or
- cancel and refund the affected subscription order.
We will not substitute a materially different product or Mystery PACK category without your consent.
Subscription Prices and Shipping Charges
The price and applicable shipping charge shown when the subscription is created apply until they are changed in accordance with the subscription terms.
kitpacks may change subscription prices, shipping charges, discounts or other recurring costs where reasonably necessary.
Where required by applicable law, we will notify you of a material change before it applies. You may cancel your subscription before the new price takes effect.
Discounts and Promotional Pricing
Subscription discounts may be subject to specific conditions and may only apply while the subscription remains active.
Promotional discounts may be limited to the first order, a specified number of orders or a defined promotional period.
If a subscription is cancelled and later restarted, the original discount or promotional price may no longer be available.
Subscription Loyalty Reward
Eligible active subscriptions participate in the kitpacks subscription loyalty program.
After 10 qualifying Mystery PACKs have been successfully paid for and fulfilled through the same uninterrupted subscription, the next scheduled delivery will include 2 Mystery PACKs instead of 1, subject to the applicable subscription conditions and product availability.
Only successfully paid and fulfilled Mystery PACKs count towards the loyalty reward. Cancelled, refunded, returned, disputed or unpaid orders do not count towards the reward counter and may be removed from the counter.
If the subscription is cancelled, the reward counter and all accumulated progress are reset to zero. This applies even if the customer later creates a new subscription using the same customer account, e-mail address or payment method.
Pausing the subscription does not reset the reward counter. The accumulated progress remains stored during the pause and continues when the same subscription is resumed.
Skipping an individual delivery does not reset the reward counter. However, a skipped delivery does not count as a qualifying Mystery PACK.
The loyalty reward has no cash value, cannot be transferred to another person or subscription and cannot be exchanged for a refund, store credit or another product.
If a subscription is cancelled after the reward delivery has already been created or charged, the cancellation does not automatically cancel that order. The standard cancellation and return conditions apply.
Returns and Refunds
Cancelling a subscription does not constitute a return or refund request for an order that has already been delivered.
Returns of delivered subscription orders are governed by our Returns & Refund Policy.
The surprise is an essential part of every kitpacks Mystery PACK. Receiving a shirt that does not match a customer’s preferred club, national team, league, brand, colour or design does not constitute a defect or incorrect delivery, provided that the contents comply with the description and category of the Mystery PACK purchased.
Return shipping charges, packaging deductions and other applicable return conditions are set out in our Returns & Refund Policy.
Defective Products and Incorrect Deliveries
If a subscription order contains a defective, damaged or incorrectly delivered item, please submit a request through your customer account and select the appropriate reason.
Statutory warranty rights remain unaffected by the cancellation of a subscription or by this policy.
Right of Withdrawal
Consumers may have a statutory right of withdrawal in accordance with applicable consumer protection law.
The cancellation of an ongoing subscription and the statutory withdrawal from the original subscription contract are separate legal processes.
You can submit an electronic withdrawal or cancellation request through your customer account at:
Further details concerning the right of withdrawal, returns and refunds are set out in our Returns & Refund Policy and withdrawal instructions.
Cancellation for Important Reasons
Nothing in this policy limits either party’s right to terminate a subscription without notice where there is an important legal reason that makes continuation of the contractual relationship unreasonable.
Contact
If you are unable to access or manage your subscription through your customer account, please contact:
Please include the e-mail address used for the order and the relevant subscription or order number.