You may return any item within 30 days of receiving it in the original condition for an exchange or full refund of the price you paid for the item. All items should be unworn and unused. During the Christmas period we have extended our returns policy. We will accept returns for orders placed now for Christmas presents before the 15th January 2016. Usual terms and conditions apply.
Returns for personalised product will normally only be accepted if the personalisation is incorrect from the receipt of order or if the product is faulty.
If you return your full order we will refund all payments received from you, including the costs of standard delivery, upto a maximum of £6.95 for delivery charges. We will process your refund or exchange within 14 days of receiving the item(s) back to our warehouse.
We will make the refund using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. If an electronic refund is not possible, we will process your refund by cheque.
All return and re-shipping charges are the customer's liability.
Please note the following exceptions to this policy:
DVDs, videos, PC & video games, underwear, swimwear, pierced jewellery and items specially manufactured to your order can only be refunded or exchanged if the goods returned are faulty.
We are unable to refund or exchange an item once it has been personalised to your order. A refund or exchange will be permitted if the garment is faulty.
If you do not have your returns form please include a cover letter with:
- Your order number
- Your name, email address and billing address
- Details of how you want your return to be processed
- Details of any fault or issue
RETURNS FROM THE UK
If your item is defective, faulty or incorrect please contact Customer Services prior to returning it at customer.service@Kitbag.com or on 0345 408 4345 and we will advise how to proceed with the issue.
To return an item please include the merchandise with a completed returns slip (found on the back of your dispatch note). If you require an exchange our returns centre will be happy to process this for you - please include written details on the returns slip with your return code.
There are two methods for making returns to us:
A. Collect+ is an easy way to return your items through a local store, typically open early until late seven days a week. It provides proof of postage, insurance and an online tracking code. Just follow these simple steps:
- Go to www.collectplus.co.uk/Kitbag and enter your postcode to find your local store.
- Follow the instructions to print off a returns label. The returns cost will be £4.20.
- Securely attach the label to your parcel ensuring that the barcode is clearly visible and that any other delivery or returns labels have been removed from the packaging.
- Drop off your parcel at any local store offering the Collect+ service.
- Keep your receipt to track your parcel at www.collectplus.co.uk/track.
B. Alternatively you can return items by post to the address below:
PO Box 210
Please note: for your protection Kitbag recommend that you use a recorded delivery service as we cannot be held responsible for goods not received.
Please allow up to 14 working days for your refund or exchange to be processed.
If your item is defective, faulty or incorrect please contact Customer Services prior to returning it and our team will advise you how to proceed. Please note that Kitbag will not accept liability for any returns shipping costs incurred which our Customer Services team have not previously agreed to cover.
To return an item please include the merchandise with a completed returns slip (found on the back of your dispatch note) and post back to the below address. If you require an exchange our returns centre will be happy to process this for you. Please include written details on the returns slip with your return code.
PO Box 210
Please note that for your protection Kitbag recommend that you use a tracked & insured delivery service as we cannot be held responsible for goods not received.
WEEE Directive / Recycling Old Appliances
The UKs Waste Electrical and Electronic Equipment (WEEE) Regulations require that all retailers of electrical goods assist in delivering a UK–wide collection and recycling system to encourage consumers to recycle old or unwanted electronic equipment.
There are a number of ways you can recycle, you may either take the item to your local council recycling site or we offer a free ‘Take Back’ scheme, this is done on a like for like basis. You have 28 days in which to do this and must include details of your purchase from our online retail site. Please note it is the responsibility of the customer for any postage costs incurred in returning the old item. See below address.
Electronic waste is one of the fastest growing waste streams and much of it can be recycled and resources recovered to make new consumer products. All electrical items sold now carry the ‘crossed out wheeled bin’ symbol. Unwanted electrical items should not be placed into normal domestic waste stream.