Refund policy
Returns & Refund Policy
The kitpacks Mystery Concept
The surprise is an essential part of every kitpacks Mystery PACK. Unless expressly stated otherwise in the relevant product description, the club, national team, league, brand, colour, design and specific shirt included in a Mystery PACK cannot be selected in advance.
Receiving a shirt that does not match a customer’s personal taste, preferred club, preferred league, preferred brand, preferred colour or preferred design does not constitute a defect, incorrect delivery or failure by kitpacks, provided that the contents comply with the product description, the category of the Mystery PACK ordered and the excluded teams by the cuytomer.
Eligible orders may nevertheless be returned in accordance with the conditions set out below.
Return Conditions
To qualify for a return, each returned item must:
- be unworn and unused, except for a reasonable indoor fitting,
- be unwashed,
- be free from stains, odours, deodorant marks, pet hair and other signs of use,
- have all original tags and labels attached,
- be complete and in its original condition, and
- be returned securely packaged.
Shirts may only be handled and tried on to the extent reasonably necessary to inspect their size, nature and characteristics.
Shirts that have been worn beyond a reasonable fitting, washed, damaged, altered or returned without their original tags may be refused in the case of a voluntary return or may be subject to an appropriate deduction reflecting the loss of value, where permitted by applicable law.
A Mystery PACK sold as one multi-shirt product or bundle must be returned as a complete set. Individual shirts from a multi-shirt product or bundle cannot be returned separately unless expressly agreed by us in writing.
Opened or Damaged Mystery PACK Packaging
The branded packaging is part of the kitpacks product presentation. Once the PACK has been opened, torn, cut, permanently sealed with tape, labelled or otherwise damaged, the original packaging cannot be reused for another customer and must be replaced.
If the original Mystery PACK packaging is returned opened or damaged and can no longer be reused, 4.99 € or the equivalent in any other currency per affected Mystery PACK will be deducted from the eligible refund to account for the resulting loss of value and the required replacement packaging.
This deduction also applies where the shirt itself remains unworn and in its original condition but the Mystery PACK packaging has been opened or damaged and must be replaced.
No packaging deduction will be made where the Mystery PACK packaging remains unopened, complete, undamaged and suitable for reuse.
The packaging deduction will not apply where the return is caused by an incorrect delivery, a defective product or damage attributable to kitpacks.
Return Requests Through Your Customer Account
All return requests must be submitted through the kitpacks customer account portal:
To submit a return request:
- Open https://account.kitpacks.com.
- Enter the e-mail address used for your order.
- Enter the verification code sent to your e-mail address.
- Open the relevant order.
- Select the item or Mystery PACK/kitpack that you wish to return.
- Select the applicable return reason and provide any requested information.
- Submit the return request.
A return request does not need to be submitted separately by e-mail. Please do not return any goods before submitting the request and receiving the applicable return instructions.
Submitting a return request does not automatically mean that a voluntary return has been accepted. We will review the request and may approve or decline it in accordance with this policy and applicable law.
Customers exercising a statutory right of withdrawal do not require our approval. However, they must clearly notify us of their decision to withdraw within the applicable withdrawal period. A return request submitted through the customer account constitutes such notification where the customer clearly indicates their decision to withdraw.
Return Window
Eligible return requests must generally be submitted within 14 days from the day on which the customer, or a third party designated by the customer who is not the carrier, received the goods.
Where an order is delivered in multiple shipments, the return period may begin when the final item in the relevant order has been delivered, as displayed in the customer account and subject to applicable law.
Returns Within the European Union and European Economic Area
Consumers residing within the European Union or European Economic Area may exercise their statutory right of withdrawal within 14 days without providing a reason.
The customer bears the direct cost of returning the goods unless the return is caused by an incorrect delivery, a defective product or another error attributable to kitpacks.
The applicable return shipping charge is displayed to the customer when the return request is submitted through the customer account. Return shipping charges may differ depending on the customer’s delivery country or market.
Where a paid return label is available, the applicable return shipping charge may be deducted from the refund.
For returns from Germany, the standard return shipping charge is currently 8.99 € per return, unless a different amount is displayed during the return process or the return is caused by an error attributable to kitpacks.
Where no return label is available for the customer’s country, the customer must purchase and arrange the return shipment independently in accordance with the instructions provided after the return request has been reviewed.
Returns From Outside the EU/EEA
Unless mandatory consumer protection laws applicable in the customer’s country provide otherwise, customers residing outside the EU/EEA do not receive an additional contractual right of withdrawal from kitpacks.
As a voluntary service, kitpacks may accept eligible returns requested within 14 days of receipt, provided that:
- the return request is submitted through the customer account in advance,
- the return request is approved by kitpacks in writing,
- the goods meet all return conditions stated in this policy, and
- the customer follows all return shipping and customs instructions provided by kitpacks.
Approval of one voluntary return does not create an entitlement to future returns.
The applicable return shipping arrangement will be displayed during the return process or communicated after the return request has been reviewed.
Where a return label is available through our return process, the applicable label cost may be deducted from the refund.
Where no return label is available, the customer must arrange and pay for the return shipment independently with a carrier of their choice.
Any independently arranged return shipment must be sent using a tracked shipping service. The customer must retain the tracking number and proof of postage until the return has been received and the refund has been completed.
We strongly recommend selecting adequate transport insurance covering the full value of the returned goods.
Original shipping charges, return shipping charges, customs duties, import taxes, handling charges and other international shipping costs are non-refundable, except where mandatory law requires otherwise or where the return is caused by an error attributable to kitpacks.
International Customs Instructions
All returns sent from outside the European Union must strictly follow the international returns guide and customs instructions provided by kitpacks on this page. You can download the full guide here:
Download international Return Guide
Download URL: https://cdn.shopify.com/s/files/1/1047/7047/0225/files/kitpacks_International_Returns_Guide.pdf
The customer must ensure that:
- the shipment is clearly declared as returned merchandise,
- all customs documents are completed accurately and in full,
- the original order number is included,
- the shipment is not declared as a new commercial sale, and
- the shipment is not sent with customs duties, import charges, carrier fees or other costs payable by the recipient.
Unless different wording is specified in the international returns guide, the customs declaration should identify the shipment as:
Returned goods – return of previously exported merchandise – no commercial sale.
If the customer fails to follow the international returns guide and the shipment is held by customs, delivered to a customs office, returned to the sender or presented with charges payable by kitpacks, we may:
- refuse to accept or collect the shipment,
- request that the customer arrange the release or return of the shipment, or
- deduct a customs handling fee of 24.99 € from the refund, together with any customs duties, taxes, storage charges, carrier charges, presentation fees or other actual third-party costs incurred by kitpacks, to the extent permitted by applicable law.
The customs handling fee will only be charged where additional customs processing, administrative work or collection is actually required because the return instructions were not followed.
Return Shipping
The available return shipping method and applicable costs depend on the customer’s delivery country or market.
- Incorrect, defective or damaged item: kitpacks will bear reasonable return shipping costs where the issue is attributable to kitpacks and the customer submits a complaint before returning the goods.
- Statutory withdrawal: the customer bears the direct return shipping costs.
- Voluntary return: the customer bears all return shipping costs.
- Return label provided through kitpacks: the displayed return shipping charge may be deducted from the refund.
- No return label available: the customer must purchase and arrange a tracked return shipment independently at their own cost.
- International return: the customer bears all return shipping, customs and carrier costs unless the return is caused by an error attributable to kitpacks.
Returns sent without sufficient postage, with payment due on delivery or with charges payable by the recipient may be refused.
The customer must not send a return using a different method or carrier than specified in the approved return instructions where kitpacks has provided a return label or specific shipping instructions.
Preparing Your Return
After the return request has been approved or the applicable return instructions have been provided, the customer must:
- return the correct item or complete Mystery PACK stated in the return request,
- ensure that the shirt is unworn, unwashed and has all original tags attached,
- include all products and components belonging to the returned Mystery PACK,
- pack the return securely in suitable outer packaging,
- not attach labels or adhesive tape directly to the shirt, product sleeve or branded Mystery PACK packaging,
- use the return label or return method specified in the return instructions, and
- retain the tracking number and proof of postage.
The return shipment must contain only the items included in the approved return request. Additional or different items should not be enclosed without prior written agreement.
Return Address
Football Shirts Retail GmbH
kitpacks Returns
Konsul-Smidt-Str. 8D
28217 Bremen
Germany
Do not send goods directly to this address without first submitting a return request through your customer account.
This is particularly important for returns sent from outside the European Union, as these returns require specific customs documentation and shipping instructions.
Inspection and Refunds
All returned products and Mystery PACK packaging are inspected after delivery.
Once the return has been received and inspected, the eligible refund will normally be issued within 10 business days using the original payment method.
We may withhold the refund until we have received the returned goods or until the customer has supplied sufficient evidence that the goods have been sent back, whichever occurs first where required by applicable law.
The eligible refund may be reduced by:
- the applicable return shipping charge displayed during the return process,
- 4.99 € for each opened or damaged Mystery PACK packaging unit that can no longer be reused,
- an appropriate amount reflecting any additional loss of value caused by handling beyond what was necessary to inspect the goods,
- the 24.99 € customs handling fee where the conditions stated in this policy are met, and
- actual customs, carrier, storage or other third-party charges caused by an incorrectly declared or improperly sent international return.
The final refund amount is determined after the returned goods and packaging have been received and inspected.
No deduction will be made for return shipping, Mystery PACK packaging or customs handling where the return is caused by a defective product, incorrect delivery or another error attributable to kitpacks.
Where a returned product no longer meets the return conditions, we may reduce the refund according to the resulting loss of value or refuse a voluntary return.
If a voluntary return is refused, the customer may be required to pay the shipping costs for the item to be sent back to them.
Exclusions From Withdrawal and Return
The following products are excluded from withdrawal and voluntary return, except in the event of an incorrect delivery, a defect or another issue attributable to kitpacks:
- shirts or other products personalised with an individually requested name, number, badge, sponsor or other custom print,
- products manufactured or modified according to an individual customer selection,
- gift vouchers, and
- sealed goods that are not suitable for return for health protection or hygiene reasons once their seal has been removed, where the applicable statutory requirements are met.
A pre-produced shirt featuring an original player name and number is not treated as a personalised product merely because it carries a player print, unless it was specifically printed or modified according to the customer’s individual request.
Complaints, Defective Products and Incorrect Deliveries
If an item is defective, damaged, incomplete or different from the product category ordered, select the corresponding reason when submitting the request through:
Please provide:
- your order number,
- a brief description of the issue,
- clear photographs of the complete item,
- clear photographs showing the defect, damage or incorrect delivery, and
- photographs of the parcel and shipping packaging if the shipment arrived damaged.
Please do not purchase your own return label or return the item before receiving our instructions.
Where the complaint is justified, kitpacks will bear the reasonable return shipping costs and no Mystery PACK packaging or customs handling deduction will apply.
A shirt does not qualify as defective or incorrectly delivered solely because the customer does not like the club, national team, colour, design, brand or league received, provided that the shirt complies with the description and category of the Mystery PACK purchased.
Right of Withdrawal for Consumers
Withdrawal Instructions
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire after 14 days from the day on which you, or a third party indicated by you other than the carrier, acquire physical possession of the goods.
To exercise the right of withdrawal, you must inform:
Football Shirts Retail GmbH
Konsul-Smidt-Str. 8D
28217 Bremen
Germany
E-mail: support@kitpacks.com
of your decision to withdraw from this contract by an unequivocal statement, for example through the return request function in your customer account, by e-mail or by post.
You can submit a return request through your customer account at:
You may also use the model withdrawal form below, but its use is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of Withdrawal
If you withdraw from this contract, we shall reimburse all payments received from you, including the costs of the original delivery, except for supplementary costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us.
We shall make the reimbursement without undue delay and no later than 14 days after the day on which we are informed about your decision to withdraw from this contract.
We will use the same means of payment as you used for the original transaction unless expressly agreed otherwise. You will not incur any payment processing fee as a result of the reimbursement.
We may withhold reimbursement until we have received the goods back or until you have supplied evidence of having sent the goods back, whichever occurs first.
You must send back the goods without undue delay and no later than 14 days from the day on which you communicate your withdrawal to us. The deadline is met if you send the goods before the 14-day period has expired.
You shall bear the direct cost of returning the goods. The applicable return shipping charge or return arrangement depends on the country or market from which the goods are returned and is displayed or communicated during the return process.
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Where the branded kitpacks packaging has been opened or damaged and can no longer be reused, the resulting loss of value is calculated at 4.99 € per affected PACK.
Model Withdrawal Form
If you wish to withdraw from the contract, you may complete and return this form:
To: Football Shirts Retail GmbH Konsul-Smidt-Str. 8D 28217 Bremen Germany E-mail: support@kitpacks.com I/we (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale for the following goods: Order number: Item(s) / kitpack(s): Ordered on (*) / received on (*): Name of consumer(s): Address of consumer(s): Signature of consumer(s), only if this form is submitted on paper: Date: (*) Delete as appropriate.
Applicable Law
German law applies to contracts entered into with Football Shirts Retail GmbH, without prejudice to any mandatory consumer protection provisions that apply under the laws of the country in which the consumer has their habitual residence.
Nothing in this policy limits statutory warranty rights or other mandatory rights available to consumers under applicable law.