Returns & Exchanges Policy

Last updated: November 9, 2026

This is the how-to page. It covers what you can send back, how to start, how to pack it, and what happens once your parcel reaches us. The money details, like how much comes back and where it lands, are on our Refund Policy. Still waiting for your order and want to stop it? Go to Cancel or Change an Order instead, because a cancellation is faster than a return.

1. Sixty days, every product

Your return window is 60 days, counted from the day the carrier marks your parcel delivered. That covers every item we sell: custom basketball jerseys, reversible kits, logo-free jerseys, basketball shorts, shooting shirts, warm-ups, socks, headbands and backpacks.

Yes, that includes personalised items. Most stores lock custom work as final sale. We do not. If you typed your name and number, we printed it, and it does not work for you, you can still send it back inside the 60 days. We built it this way because buying a custom kit online should not feel like a gamble.

2. What a good return looks like

We accept returns for any reason inside the window. To keep things smooth, we ask for a few simple things:

• Send back the item from your Kitwave order, not a different garment.
• Try-on is fine. Shoot around in the driveway to check the fit, sure. Just avoid full games, heavy sweat sessions and the washing machine until you are sure it is a keeper.
• Keep socks and headbands clean and unused if you can, for basic hygiene.
• Pack loose items such as socks together so nothing slips out in transit.

Original packaging is welcome but not required. A clean poly bag or a small box works. If a return arrives with heavy wear or damage that was not there when it shipped, we will contact you with photos before deciding anything.

3. Starting a return, step by step

1. Email us. Write to support@kitwave.shop with your order number in the subject line. Tell us which items are coming back and why. One sentence is enough: “XL jersey too long, want a refund” works.
2. Say what you want. Refund to your original payment method, store credit, or an exchange. If you are not sure yet, tell us and we will explain the options.
3. Get your label. We reply within 24 hours on business days with a free return label and the address to send to. Use the label we send; it is set up for your order.
4. Pack it up. Fold the items, put them in a bag or box, write your order number on a slip of paper inside, and seal it.
5. Drop it off. Attach the label and hand the parcel to the carrier named on it. Keep the receipt or a photo of the label until your refund arrives.
6. We confirm. When the parcel arrives, we check it in and email you. The refund or store credit goes out within 7 days of arrival.

Please do not mail anything back without emailing first. A parcel with no order number and no label is hard to match to an order and slows down your refund.

4. Who pays to ship it back

We do. Every approved return gets a free return label, whether the reason is our mistake or your change of mind. A size swap, a gift that missed, a jersey with a misprint: the label is on us either way. This is one of the places where Kitwave differs from many stores, so if you have been charged for return postage elsewhere, you will not be here.

If you choose to ship with your own carrier instead of our label, contact us first so we can agree on the arrangement before you pay anything. Unapproved postage you buy yourself may not be reimbursable.

5. Exchanges for size, colour or a new number

Custom kits are printed one at a time from what you type, so we cannot pull a different size of your exact jersey off a shelf. That is why exchanges work as two simple moves:

1. Start a return for the item that did not work, as in section 3.
2. Place a new order for the size, colour or personalisation you want. Shipping is free, so the new order costs you nothing extra to send.

The new order can go into production right away, so you are not waiting for the old jersey to travel back before the new one starts. The original item is refunded within 7 days of reaching us, or turned into store credit if you prefer to use credit toward the new order. If you want, tell us in your email and we will help you line up both steps.

5.1 Picking the right size the second time

Before you reorder, grab a jersey you already like and measure it flat: chest width from armpit to armpit, and body length from the top of the shoulder down to the hem. Compare those numbers with the measurements listed for each size on the product page. Our Size Guide walks you through it. Remember that 2XL–3XL carry a $2 upcharge and 4XL–5XL a $4 upcharge on apparel.

5.2 Changing the name or number

Spelled the name the way you meant it but the player wants a nickname instead? Moving from 7 to 77? Same process: return the first jersey, order the new one with the updated fields. Use the live preview on the product page to check every letter before you hit add to cart. We print exactly what is typed, up to 12 letters for the name and any number from 0 to 99.

6. When something arrived wrong

If the item is damaged, defective, misprinted, or not what you ordered, do not just send it back. Email us first with:

• your order number,
• a photo of the whole item laid flat,
• a close-up of the problem (peeling letter, wrong number, torn seam),
• a photo of the shipping label if the parcel itself arrived damaged.

We review the photos and offer a free replacement or a full refund for that item. Sometimes we will ask you to send the item back on our free label so we can look at it; sometimes we will not need it. Either way, you do not pay anything to fix our mistake. Photos you send for a problem are deleted 30 days after delivery, as described in our Privacy Policy.

7. After your parcel reaches us

When the return arrives, we match it to your order using the label and the slip inside, check the items, and email you to confirm we have it. Then:

• Refund: sent to your original payment method within 7 days of arrival.
• Store credit: issued for the returned amount, with no expiry date.
• Exchange: your replacement order, if placed, is already moving; the returned item is refunded or credited as you chose.

Track your return with the label’s tracking number. If it shows delivered to us and you have not heard back within a few business days, email us with the tracking number and we will chase it on our side.

8. Special cases

8.1 Team orders

Ordered ten reversible kits for a rec league squad and two players need a different size? Return just those two. The rest stay with the team. Each piece is handled on its own.

8.2 Gifts

Got a custom jersey as a present? You can start the return yourself if you have the order number; otherwise, ask the buyer to email us. The refund goes to whoever paid, or you can request store credit in your own name.

8.3 Not shipped yet

If your order has not left yet and you are inside 24 hours of placing it, cancel rather than return. It is faster and nothing has to travel. Details are on Cancel or Change an Order.

8.4 Items not from Kitwave

We can only accept returns for items bought at kitwave.shop. If you are not sure where a jersey came from, check your email for a Kitwave order confirmation before sending it.

8.5 Accessories in a bundle

Bought a jersey with socks, a headband and a backpack as one cart? You can keep the gear and send only the jersey back, or the other way around. We refund each returned piece at the price you paid for it, and the free label covers the whole parcel no matter how many items are inside.

8.6 Questions we answer case by case

A few details, such as how long you have to post the parcel after we send the label, or how a return is handled if it gets lost on the way back, depend on the carrier and the specific case. Contact us and we will help you work it out.

9. Packing tips that protect your refund

A return only moves as fast as we can identify it. These small habits keep yours quick:

• Fold, do not stuff. Lay the jersey face down, fold the sides in, then fold it in half. Printed names and numbers travel best flat, without sharp creases across the letters.
• Turn reversible kits inside the bag together. If you are returning a reversible kit with shorts, keep both pieces in the same bag so nothing gets separated.
• Add a note. A slip with your order number and the words “refund” or “store credit” saves us an email to ask.
• One label per parcel. If you are sending back items from two different orders, email us and ask for one label per order.
• Remove old labels. Cover or peel off the original shipping label so the carrier only scans our return label.
• Keep proof. Snap a photo of the sealed parcel with the label showing. If anything goes sideways in transit, that photo and the drop-off receipt help us trace it.

Backpacks and warm-up sets take more room; a box or a large mailer works better than a tight bag for those. There is no need to buy fancy packaging. Clean and secure is all we ask.

10. Get help with a return

Email is our only support channel, and we answer within 24 hours on business days. Put the order number in the subject line and you will save a round of back-and-forth.

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

Useful next stops: Refund Policy, Size Guide, Shipping & Delivery, what to include in a support email, and the shop.