Refund Policy

Last updated: November 9, 2026

Money matters should be as clear as a scoreboard. This Refund Policy explains when Kitden refunds an order, how much comes back, how long it takes and where the money goes. In short: cancellations within 24 hours are refunded in full, returns within 60 days travel back on a free label, and refunds are issued within 7 days of the return reaching us. If you would rather keep the value for a later order, store credit is available and it never expires. Questions go to support@kitden.shop; we reply within 24 hours on business days.

1. When you can get a refund

You can receive a refund in these situations:

• You cancel the order within 24 hours of placing it. See Cancel or Change an Order.
• You return an item within 60 days of delivery, following our Returns & Exchanges steps.
• The item arrived damaged, defective or wrong, or the lettering differs from what you typed at checkout, and you choose a refund rather than a replacement.
• We are unable to fulfil your order for any reason; in that case we tell you by email and refund it in full.

Lettered items are covered by the same return window. Because each one carries a name and number chosen by you, please read the personalised-items section on the Returns & Exchanges page before sending one back, and contact us so we can explain the options for your order.

2. How much is refunded

For a full return or a cancellation, you receive the full amount paid for the returned items, including any lettering add-ons such as sleeve numbers or size add-ons for 3XL to 5XL. Shipping on Kitden orders is free, so there is no shipping charge to refund or to deduct. Return postage is free as well, because we send the label. We do not charge a restocking fee.

If you return only part of an order, the refund covers the items you sent back. Any discount applied to the whole order is shared across the items in proportion to their price, so the refund matches what you actually paid for each item.

3. Refund timing

“Issued” means we send the refund from our side. After that, your bank, card issuer or payment provider needs time to show it on your statement. That processing time depends on them and can add several business days. If you do not see the refund after a reasonable wait, email us and we will send you the refund confirmation so you can check with your bank.

4. Where the money goes

Refunds go back to the payment method used for the order. We cannot send a refund to a different card, account or person. If the original card has been cancelled or replaced, your bank normally passes the refund to the new card or account; if it cannot, contact us and we will help you find a solution.

The available payment methods are described on our Payment Methods page.

5. Store credit instead of a refund

Some customers prefer to keep the value for a different size, colourway or a future order. Ask for store credit when you start your return and we will issue it once the return reaches us. Kitden store credit never expires, can be used on any product in the shop, and can be combined with other payment for a larger order. Store credit is never forced on you: the default is a refund to your original payment method.

6. Damaged, defective or wrong items

If something arrives in bad shape, email support@kitden.shop with your order number and photos of the item, the problem and the shipping label. We will offer a replacement or a full refund for the affected item. You will not pay any postage. In some cases we will not need the item back at all, and we will tell you so by email.

Our lettering promise is simple: the sweater should carry exactly what you typed. If it does not, that is on us.

7. Refunds that may be reduced or declined

We want refunds to be easy, and in most cases they are. A refund may be reduced or declined only when:

• the item comes back clearly worn, washed or damaged after delivery;
• the item returned is not the item we sent;
• the return request is made after the 60-day window.

In each of these cases we contact you first, explain what we found and work out a fair outcome with you. We do not quietly deduct amounts.

8. Chargebacks and payment disputes

If something is wrong with an order, please contact us before opening a dispute with your bank or payment provider. We can usually solve the issue faster, and a dispute can freeze the payment while it is reviewed, which may delay your refund. If a dispute is opened, we will respond to the provider with the order details and keep you informed.

9. Taxes and duties

Kitden does not collect sales tax at checkout, so there is no sales tax line to refund. Import duties or taxes charged by customs in Canada, Australia or New Zealand are set by the destination country and paid to that country’s authorities or the carrier, not to us. Whether those charges can be reclaimed depends on the destination country and its rules. Contact us and we will share the order paperwork you may need.

10. Examples

A sweater in the wrong size

You ordered a lettered hockey sweater in L and it is too tight. You email us within 60 days, we send a free return label and explain the options for your lettered item. Once your return arrives, we issue the refund or credit within 7 days.

A cap you no longer want

You return the plain cap on the free label. It arrives unworn. We refund it to your original payment method within 7 days of receiving it.

A misprinted number

You typed 19 but the back says 91. Send us a photo. We offer a corrected replacement or a full refund, and you pay nothing.

Refunds for lettering add-ons

Some Kitden products have optional extras that change the price, such as sleeve numbers on selected hockey sweaters or the size step for 3XL, 4XL and 5XL. When an item is cancelled or returned, those extras are part of the item price and are treated the same way as the rest of it. If we printed an add-on you did not order, or missed one you paid for, tell us; we will refund the difference or send a corrected item, whichever you prefer.

Refunds on orders paid with store credit

If you paid part or all of an order with Kitden store credit, the store credit part comes back to you as store credit, and any part paid with another method goes back to that method. Store credit returned this way keeps its never-expiring status. We will show you the split in the refund confirmation email so it is easy to follow.

Partial orders and replacements

When one item in a family order is damaged or misprinted, we fix only that item; the rest of your order is unaffected. If you choose a replacement, it goes through the normal 1-3 business days of processing and ships free, with 7-14 business days in transit to the United States, Canada, Australia or New Zealand. If you would rather have a refund for that item, we issue it within 7 days of approving the claim.

Keeping you informed

We send an email at each step: when a cancellation is confirmed, when a return reaches us and when a refund is issued. The refund email shows the amount, the payment method and the date. Keep it until you see the money in your account. If a bank or provider asks for proof that a refund was sent, forward them that email or ask us for a fresh copy. We never ask you for card numbers or passwords by email, and we will never charge a fee to process a refund.

Price changes after you order

Prices in the shop can change from time to time. A later price change does not alter what you paid, and we do not refund differences when a price drops after your order has been placed. If you cancel within 24 hours, you receive back exactly what you paid.

Your consumer rights

This policy sits on top of the rights you have under the consumer laws where you live. Nothing here limits a remedy that a law in your state, province or country gives you for faulty or misdescribed goods. Customers in Australia and New Zealand have consumer guarantees that apply alongside this policy.

Refunds for gifts

When a gift is returned, the refund goes to the person who paid for the order, on the original payment method. If the person who received the gift would rather keep the value, we can issue store credit in their name with the buyer’s agreement. We never reveal the price paid to the gift recipient unless the buyer asks us to.

Refund currency

Kitden prices are shown in US dollars, and refunds are issued in US dollars for the same amount that was charged. If your bank converted the payment into another currency, it will convert the refund back as well. Exchange rates move, so the amount in your local currency may be slightly different from what you saw on the original statement. That difference comes from your bank’s conversion and is outside our control.

Duplicate or mistaken charges

If you see two charges for the same order, or a charge you do not recognise, email us with the date and amount. A pending authorisation sometimes appears next to the final charge and drops off on its own after a few days. If we find that you were charged twice, we refund the extra charge in full straight away.

Orders we cancel

Very rarely we may need to cancel an order ourselves, for example if a colourway becomes unavailable or the delivery address is outside the four countries we ship to. If that happens, we email you, explain why and refund the full amount paid within 7 days. If we can offer an alternative, such as a different colourway, we will suggest it, but the choice is always yours.

Changes to this policy

We may update this Refund Policy, and the date at the top of the page shows when it last changed. The version in place on the day you ordered applies to that order.

A note on timing around holidays

Refunds are issued on business days, Monday to Friday. If a return reaches us right before a weekend or a public holiday in the USA, the 7-day clock still runs, but your bank may take longer to post the refund during holiday weeks. We will always send the confirmation email the day the refund leaves our side, so you have a clear date to show your bank if needed.

If you have been waiting longer than you expected, reply to the refund email and we will check the status with our payment provider for you.

11. Contact us about a refund

Email support@kitden.shop with your order number, or use the Submit a Ticket form. We reply within 24 hours on business days. Related pages: Returns & Exchanges, Shipping & Delivery, Terms of Service.

Kitden, 656 Austinville Rd, Troy, PA 16947, US.