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Returning Items


Can I return an item?
How do I return or exchange an item?
What should I do if I receive the wrong item?
What should I do if an item is broken or faulty?
How do I recycle an old applicance?
What is CollectPlus?
How do I return items using CollectPlus?


Can I return an item?

  • You may return any item within 14 days in its original condition for a full refund of the price you paid for the item. During the Christmas period we have extended our returns policy. We will accept returns for orders placed now for Christmas presents before the 16th January 2015. Usual terms and conditions apply.
  • Returns for personalised product will only be accepted if the personalisation is incorrect from the receipt of order or if the product is faulty.
  • Once a name or number has been printed on a shirt we will not offer a refund or exchange unless the shirt is faulty. The same applies if a player leaves the club or changes his squad number during his time at the club.

How do I return or exchange an item?

To return or exchange an item by post:

  1. Wrap the item(s) securely in a suitable envelope or packet
  2. Complete and enclose the returns slip that can be found on the back of the delivery note (it is essential you complete the returns slip correctly, or we may not be able to provide a refund).
  3. Post the item by recorded delivery* to the following address:

    Kitbag Returns
    PO Box 210
    Manchester
    M24 1YN
    United Kingdom

*For your protection, Kitbag recommends 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 this to be processed from us receiving the item..

If you are exchanging an item then please complete our 'Returns Form', which came with your order, with the details of the new item and include it with the returned item. We will then send out the new item once we have processed the returned item

For any further help on the exchange process, please ring out customer service team on +44 (0) 845 408 4345 and we will be happy to help.

Calls to this number are charged at ten pence per minute from a BT landline, calls from mobiles and other networks may vary


What should I do if I receive the wrong item?

In the unlikely event we send you the wrong product, we will refund the cost of return postage back to the card which was used to purchase the item(s). Please send the product back to the address above by recorded delivery and enclose a completed returns slip (this can be found on the back of your delivery note) and proof of postage. As soon as we receive the returned item(s) we will despatch the correct product and issue you with the postage refund.


What should I do if an item is broken or faulty?

If an item is faulty, please contact our Customer Services team on:

+44 (0) 845 408 4345

Calls to this number are charged at ten pence per minute from a BT landline, calls from mobiles and other networks may vary

Overseas customers
Overseas customers are asked to call the Customer Services team directly before returning any items.

Exceptions to this policy:

  1. DVDs, videos, underwear, swimwear, pierced jewellery, video games and items specially manufactured to your order can only be refunded or exchanged if the goods returned have been deemed to be faulty.
  2. Once a name or number has been printed on a shirt we will not offer a refund or exchange unless the shirt is faulty. The same applies if a player leaves the club or changes his squad number during his time at the club.
  3. A refund or exchange will be permitted if a garment is faulty.
  4. All return and re-shipping charges are the customer's liability.
  5. We will refund shipping costs if there is a fault with the product. However, we cannot accept responsibility for return or re-shipping costs incurred when returning non-faulty items.
  6. All items should be unworn and unused.

Please note. For your protection Kitbag recommend that you use a recorded delivery service as we cannot be held responsible for goods not received. For items of jewellery, please note that the Royal Mail does not transport such items through their recorded delivery service and we recommend that you use an equivalent alternative service.


How do I recycle an old applicance?

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.


Kitbag
Greengate
Middleton
Manchester
M24 1UD


What is CollectPlus?

CollectPlus is a convenient way to return parcels to us at 3500+ local neighbourhood stores that are open long hours, including evenings and weekends, so you can drop off your parcel at a time to suit you.

Collect+ services are securely delivered by Pay Point and Home Delivery Network and you will receive proof of postage, insurance and an online tracking code, so that you can follow your parcel's progress back to us.


How do I return Items Using CollectPlus?

Instructions

Using CollectPlus is easy, just follow these simple steps:

  1. Go to www.collectplus.co.uk to find your local store.
  2. Follow the instructions to print off a returns label.
  3. Securely attach the label to your parcel.
  4. Drop off your parcel at ANY Collect+ store.
  5. Track your parcel at www.collectplus.co.uk.

Please contact our Order Hotline if you would like assistance in placing your replacement order. Please note the details of our returns policy:

  1. If the item is defective, please contact our Customer Services Department.

Please note the following exceptions to this policy:

  1. 1.Videos, PC and Playstation games and items specially manufactured to your order can only be refunded or exchanged if the goods returned have been deemed to be faulty.
  2. 2.Items that have been customised e.g. shirt printing, cannot be exchanged or refunded unless the product or material is faulty.
  3. 3.Overseas return and re-shipping charges are the Customers liability.
  4. 4.We will refund shipping costs if there is a fault with the product. However, we cannot accept responsibility for return or re-shipping costs incurred when returning non-faulty items.

If at any time you wish to contact us, please get in touch with our Customer Services team who are here ready to help you. Email us at customer.services@kitbag.com or call us on +44 (0) 845 408 4345 between 8am and 8pm Monday to Friday, 10am to 4pm on Saturday and Sunday.


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