Returns & Refunds
We want FanKits customers to order with confidence. This page explains how we handle issues, returns, refunds, personalised jerseys, and order mistakes.
Last updated: May 2026
Consumer rights
Your Australian Consumer Law rights are not limited by this policy.
Order review
We review order issues fairly and may request photos or details.
Contact quickly
If something is wrong, contact us as soon as you notice the issue.
Important: this policy does not remove any rights you have under Australian Consumer Law.
1. Overview
This Returns & Refunds Policy explains how FanKits handles return, refund, replacement, and order issue requests.
Nothing in this policy excludes, restricts, or modifies any rights you may have under Australian Consumer Law.
2. Australian Consumer Law
If a product is faulty, not as described, does not match the order, or does not meet consumer guarantees, you may be entitled to a repair, replacement, refund, or other remedy depending on the circumstances.
We will assess each issue fairly and in line with Australian Consumer Law.
3. Change-of-mind returns
We are not required to provide a refund or exchange if you simply change your mind, choose the wrong size, select the wrong item, or no longer want the product.
However, contact us and we will review your request. If the item has not moved into fulfilment or been personalised, we may be able to assist.
4. Personalised jerseys
Personalised jerseys are made or prepared with customer-selected details such as name, number, or other custom information.
Personalised items generally cannot be returned for change of mind or customer entry errors, unless required by Australian Consumer Law.
Please check spelling, numbers, size, and all details carefully before placing your order.
5. Wrong item, faulty item, or damaged item
If you receive the wrong item, a faulty item, or an item that arrives damaged, contact us as soon as possible.
Please include your order number, email address used at checkout, a description of the issue, and clear photos of the product, packaging, and any fault or damage.
We may need to review the issue with our supplier before confirming the next step.
6. Size issues
Customers are responsible for choosing the correct size when placing an order.
If you ordered the wrong size, contact us quickly. If the order has not moved into fulfilment, we may be able to assist.
Once an order has been processed, personalised, or shipped, size changes may not be possible unless required by Australian Consumer Law.
7. Order cancellations
If you need to cancel an order, contact us as soon as possible.
We may not be able to cancel an order if it has already been sent to the supplier, personalised, dispatched, or moved into fulfilment.
8. Refund method
Approved refunds will usually be returned to the original payment method used at checkout.
Refund processing times may vary depending on Stripe, your bank, or payment provider.
9. Return shipping
If a return is required because of a verified fault, incorrect item, or issue covered by Australian Consumer Law, we will provide instructions on the next step.
If a return is approved for another reason, return shipping costs may be the customer’s responsibility.
Do not send items back without contacting us first, as this may delay the process.
10. How to request help
Email fankits@mail2fan.com with your order number, email used at checkout, photos if relevant, and a clear description of the issue.
Returns FAQs
Common questions about personalised jerseys, faults, size issues, and refunds at FanKits.
Can I return a personalised name and number jersey?
Personalised jerseys are usually not eligible for change-of-mind returns because they are prepared with your chosen details. Your rights under Australian Consumer Law still apply if there is a fault or the item is not as described.
What if my jersey arrives faulty or damaged?
Contact us as soon as possible with your order number, checkout email, a clear description, and photos of the product and packaging. We will review the issue fairly and explain the next step.
Can I exchange sizes after ordering?
Contact us quickly if you chose the wrong size. If the order has not moved into fulfilment or personalisation, we may be able to help. After processing or dispatch, size changes may not be possible.
How do refunds work?
Approved refunds are usually returned to the original payment method used at checkout. Processing times can vary depending on Stripe and your bank or card provider.
Need help with an order?
Email us with your order number and photos if relevant.