Refund Policy

Last updated: November 9, 2026

This page is about money: when you get it back, how much, where it goes and how long it takes. The step-by-step of packing and sending a jersey back lives on our Returns & Exchanges Policy. If you have not received your order yet and want out, start with Cancel or Change an Order. Everything here applies to orders placed on kitwave.shop and shipped to the United States, Canada, Australia or New Zealand.

Short version: we keep it simple. You pay for a kit, it does not work out, you send it back inside 60 days of delivery, we refund you. No restocking fee, no guessing games, no fine print that eats your refund.

1. Situations that earn a refund

Most refunds at Kitwave come from one of the situations below. Find yours, and you will know what to expect before you email us.

1.1 It showed up damaged or with a print defect

A peeling number, a cracked letter, a seam that opened on the first wear, a parcel that arrived torn with the jersey stained inside. Email us with your order number and a couple of clear photos: one of the whole item laid flat and one close-up of the problem. Once we have looked, you choose: a fresh replacement printed and shipped at no cost, or a full refund of that item. If it is clearly our fault, you do not pay for anything to make it right.

1.2 We printed something other than what you typed

We print exactly what goes into the personalisation fields. If you typed “BUCKETS” and number 23 and your jersey says something else, that is on us. Same if you ordered a 3XL and got an L, or ordered the reversible kit and received a single-sided jersey. Send a photo next to your order confirmation and we will refund that item in full or send the correct one, whichever you want.

One thing to know: if the jersey matches what was typed into the field, including a typo, it is not a print error. It still qualifies for our 60-day return, so you can still get your money back. It just goes through the normal return route rather than the defect route.

1.3 The parcel never made it

Tracking stalled, the parcel says delivered but your porch is empty, or it simply never moved. Email us with the order number and what tracking shows. We will check with the carrier and work it out with you, and if the parcel is confirmed lost we reship or refund the items, your choice. We do not ask you to wait for months. See the Shipping & Delivery page for what normal transit looks like so you know when something is genuinely late.

1.4 It does not fit, or you just changed your mind

Ordered the L but play better in an XL. Bought the shooting shirt and decided the warm-up top suits the team better. Gave a custom jersey as a gift and the recipient wanted a different number. All covered. You have 60 days from delivery to send it back, personalised items included, and we cover the return postage with a free label. When the return reaches us, the refund goes out within 7 days.

1.5 You cancelled before it went to print

Email us within 24 hours of placing the order and we cancel it and refund every cent you paid. No return, no paperwork. If 24 hours have passed, the order may already be in production; you can still return it after it arrives under the 60-day window, and the refund rules on this page apply.

1.6 We cancelled your order

Sometimes we have to stop an order ourselves. The most common reason: the personalisation asks for a team name, league name, player name, brand name or logo we do not print. We cancel those orders and refund them in full. The same happens if a payment cannot be verified or an item cannot be produced. You will get an email explaining why, and the refund starts right away.

2. How long a refund takes

We start the clock when your return arrives at our returns address and is checked in, or when a cancellation or photo claim is confirmed by email. From that point we send the refund within 7 days. After we send it, your bank or payment provider adds its own processing time before the money shows on your statement. That last stretch is outside our control, but it is usually a few business days.

Every refund triggers an email from us, so you have a record of the amount and the date it was sent. Keep that email if you plan to chase your bank.

3. Where the money goes

Refunds go back to the original payment method used at checkout. We cannot redirect a refund to a different card, a different account or a different person. If the card you paid with has since been closed or replaced, your bank normally passes the refund to the new card on the same account; if it cannot, email us and we will help you sort it out.

3.1 Store credit instead

Some players would rather keep the money in the gym. If you prefer store credit, tell us in your return email. Store credit is issued for the full refundable amount and never expires, so you can use it next week for a new reversible kit or next season when the team needs fresh numbers. Store credit is always optional. We never force it on you in place of a refund.

3.2 Gift orders

If someone bought you a custom jersey and you send it back, the refund goes to the person who paid, on their original payment method. If you would rather not tip off the buyer, ask for store credit in your name instead and we will set that up.

4. What a refund covers

For a full refund of an item, you get back what you paid for it, including any add-ons attached to it, such as the optional front number (+$4) or the size upcharge for 2XL–3XL (+$2) or 4XL–5XL (+$4). Because shipping is free on every order, there is no shipping charge to refund or deduct. Because we send a free return label, you do not lose money on return postage either.

Discounts work the simple way: if you paid less because of a promotion, the refund is the amount you actually paid for that item, not the full list price.

5. Partial refunds

A partial refund happens when only part of an order comes back. Ordered a jersey, matching shorts and a pair of socks, and only the shorts are wrong? You get the shorts refunded, everything else stays yours. If an order with a discount is partly returned, we split the discount across the items fairly so the refund matches what you paid for the piece you sent back.

We do not take money off for normal try-on. If a jersey comes back looking like it went through a full season of pickup runs, with heavy wear, stains or damage that was not there when it shipped, we will email you with photos before deciding anything and talk it through with you. We would rather sort it out together than surprise you with a smaller number.

6. Real examples from the court

The size swap. Marcus ordered a custom name and number jersey in L. It ran tight across the shoulders. He emailed within the window, we sent a free return label, the jersey arrived back, and he got his refund within 7 days. He then ordered the XL separately so it could go to print straight away.

The typo. A coach typed a player’s name with a letter missing. The jersey matched the field exactly, so it was not a print error, but it was still inside 60 days. The jersey came back on our label and the coach chose store credit, which he used on a corrected order.

The cracked number. A front number cracked on the second wash. Two photos by email, and the customer asked for a refund rather than a replacement. Refund sent within 7 days of our confirmation, no return needed for a confirmed defect unless we ask for it.

The logo request. An order asked for a pro team’s logo in the name field. We do not print team, league, player or brand names or logos, so we cancelled and refunded in full the same day.

7. Payment disputes and chargebacks

If something is off with a charge, email us first. Most problems are fixed faster by a short email than by a dispute, which can freeze an order for weeks while the bank and the payment provider pass paperwork back and forth. If you have already opened a dispute, let us know; we will respond to the payment provider with the facts of the order and keep working with you directly. We will not refund the same order twice, so if a dispute is settled in your favour, that settlement counts as the refund.

If you see a charge you do not recognise, check your email for an order confirmation from kitwave.shop first. If you still cannot place it, contact us with the date and amount and we will look it up.

8. Things we are still confirming

A few details depend on carriers, banks and local rules rather than on us. Examples: how long your bank holds a refund before it posts, or how import charges in your country are handled when an item comes back. If your situation falls into one of these gaps, contact us and we will help you work through it case by case rather than guess on this page.

9. Ask about a refund

Email is the one channel we use, and we reply within 24 hours on business days. Put your order number in the subject line, say what you need (refund, replacement or store credit), and attach photos if something arrived wrong. That is all it takes.

Email: support@kitwave.shop
Kitwave, 5317 Panorama Terrace, Panora, IA 50216, US

Related pages: how to send something back, cancelling or changing an order, delivery times and tracking, payment methods, FAQs and the Terms of Service.