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Terms and Conditions

Please read these Product Terms & Conditions carefully as they affect your rights and liabilities under the law.

1. Descriptions, prices and product information

We have taken care to describe and show items as accurately as possible. Despite this, slight variations in items may occur. If there is anything which you do not understand, or if you wish to obtain further information, please contact Customer Services via email on

Every effort is made to ensure that prices shown for items are correct at the point of publication either on the Kitroom Direct website, catalogue or advertising. Kitroom Direct prices may go out of date, so you should always check the up to date price on the Kitroom Direct Site. If there is a difference between the price for an item in the Kitroom Direct catalogue or advert, you will be charged the price on the Kitroom Direct Site. The price offered in respect of an item on the Kitroom Direct Site may differ from the price offered at the same time in Kitroom Direct stores. We are under no obligation to honour any in-store price or promotion in the event that it differs from those on the Kitroom Direct site or catalogue.

If, by mistake, we have under priced an item, we will not be liable to supply that item to you at the stated price, provided that we notify you before we despatch the item to you. In those circumstances, we will notify the correct price to you so you can decide whether or not you wish to order the item at that price. If you decide not to order the item, we will give you a full refund on any amount already paid for that item in accordance with our refund policy in section 6 below.

All prices are expressed inclusive of any VAT payable unless otherwise stated. The price of an item does not include the delivery charge, which will depend on the delivery method you choose. The rate applicable for the delivery charge will be calculated at the date you place your order.

2. Availability

We try to ensure that we always stock the full product range. If an item is out of stock, we will not allow customers to place an order on the website. However, we do offer the facility for pre-ordering items where we can confirm an expected delivery date.

3. Payment and acceptance

If you buy an item from Kitroom Direct online you will be charged for an item at the time you place your order. After this time, you cannot amend your order (but please see our cancellation policy in section 5 below).

Your order is an offer to buy from us. Nothing that we do or say will amount to any acceptance of that offer until we actually despatch an item to you, at which point a contract will be made between us. At any point up until then we may decline to supply an item to you. If we decline to supply an item to you and you have already paid for it, we will give you a full refund of any amount already paid for that item in accordance with our refund policy in section 6 below.

Where items are despatched separately, our acceptance of the order in respect of each item takes place when that item is dispatched.

4. Delivery

We despatch 90% of orders within 1 working day, meaning that the majority of UK orders will arrive within 3 days. Please allow up to an additional 5 working days if an item is being personalised. We do not take funds from credit or debit cards until the point of despatch. 10% of stock is transferred from our Sweden warehouse and may take an additional 5 days for delivery.

Most UK orders are sent by Royal Mail Track and Trace service (Royal Mail First Class Recorded). After we have processed and despatched your order, please allow 3-5 working days for Royal Mail to deliver. For Royal Mail international orders, after they have been processed and despatched, please allow up to 2-3 weeks to be delivered. Items to Europe normally takes 5-8 days and to the US / Canada / Australia it can take 8-10 days. Please note: If you do not receive an order sent by Royal Mail, please contact us and we will investigate. If after a thorough investigation, the parcel has been deemed lost, we will either refund you or send you a replacement. In this case, you will be sent a P91 letter, which we politely request you return to Royal Mail, to enable us to make a claim. Not returning this form, may delay your refund or exchange.

We also send orders via Fedex and DHL. 

Any additional duties/fees/tarrifs levied by the destination country's customs authority for import clearance are the responsibility of the recipient. Kitroom Direct has no control over these charges and cannot predict what they may be. If you refuse the parcel for delivery then the parcel may be destroyed by your local customs office and no refund will be given.

5. Cancellation of order

If you wish to cancel your order, please advise us as soon as possible.

If the item(s) have not been dispatched we will cancel the order and we will refund payment in accordance with our refund policy in section 6 below. If the item(s) have been dispatched to you and we are unable to stop the delivery, you can refuse to sign for the delivery so that the item(s) are returned to us and we will refund in accordance with our refund policy in section 6 below. Alternatively, if you have already taken delivery or collected from in-store please follow the procedure under 'Non-faulty items' in section 7 below.

6. Returns & Refunds

We hope that you will be happy with your purchase but should you wish to return or exchange an item please follow the instructions below.

All returns must be previously authorised by our customer service department. Please inform us, either by email or by phone, of any item you intend to return. Returns must be made within 28 days after taking delivery. All items must be returned with all outer packaging and labels intact and be in the exact condition in which they were received. Please include a copy of your sales receipt, commercial invoice, or a note indicating the order number with all returns. Please also note on the invoice the reason for return and whether you are requesting a refund or an exchange.

Every effort is made to ensure goods bought from Kitroom Direct are of excellent manufacturing quality. Should there be an issue with quality Kitroom Direct reserves the right to return the item to the original manufacturer for inspection before deciding upon relevant action.

Returns will be assessed upon receipt. If a returned item is found to be not faulty, correct, and of the correct size, Kitroom Direct will not accept any costs involved in returning the item. If an exchange item is to be sent, the customer will be responsible for the shipping cost on the exchange item as determined by value per our shipping page. In the event that an exchange is requested but not available, a refund will be issued in the amount of the purchase price of the returned item, not to include the original shipping charge for the order.

If an item is deemed to be faulty or incorrect, return postage will be refunded upon receipt up to a maximum of £3.75 on UK orders and £16 on international orders. If a customer chooses to send his or her return by special courier, this will be at his or her own cost as we will only refund up to the amounts stated above. If an exchange item is to be sent, the customer will not be responsible for the shipping charge on the exchange item. In the event that an exchange is requested but not available a refund will be issued in the amount of the purchase price of the returned item. It will only include the original shipping charge for the order if the faulty, incorrect, or incorrect size item was the only item in the original order, or if other items not returned from the order totaled less than 10% of the order's value.

Refunds are issued to the credit card or account used to make the purchase.

Products which have been printed with personal names and numbers are not eligible for return. Products which have been printed with player names and numbers and/or sleeve patches are eligible for return at the discretion of the customer service department. In the event that a customer purchases a shirt bearing a player name and number, and said player subsequently is transferred, changes number, misses the squad, suffers an injury and misses the season or tournament, etc., Kitroom Direct is under no obligation to accept said shirt for return.

Upon receiving return authorisation, please send returns to this address:

Kitroom Direct
15 Donald Drive
Chadwell Heath
United Kingdom

We strongly recommend that customers send any returns via an insured, trackable service. Please clearly mark the parcel as a 'return' on any customs declaration forms for returns sent from outside of the UK. Returned items remain the property of the customer until they are safely delivered at the Kitroom Direct address listed above. Kitroom Direct will not be responsible for items lost or damaged during return shipment.

7. Payments

You can pay by MasterCard or Visa credit card, Maestro, Solo or Delta debit card through our Paypal System.

Your credit/debit card details will be encrypted by the Kitroom Direct website to minimise the possibility of unauthorised access or disclosure.

Authority for payment must be given at the time of order. If there is a problem taking payment for all or part of your order we will contact you by email (or by telephone if you have not given us an email address).

You can also make payment by PayPal, or Bank Transfer. Details of how to do this will be sent with your order confirmation. Please Note: If paying by bank transfer, you are responsible for any charges that may be applied by your bank.

8. Our responsibility to you

If we are in breach of these Terms & Conditions, we will only be responsible for any losses that you suffer as a result to the extent that they are a foreseeable consequence to both of us at the time you make the relevant order. Our products are for personal use only and our liability shall not in any event include business losses such as lost data, lost profits or business interruption.

This paragraph 9 shall not limit or affect our liability resulting from any products sold being found to be unsafe or if something we do negligently causes death or personal injury.

Our liability to you in connection with any order will not exceed the total price charged for the items.

9. General

If you breach these Product Terms & Conditions and we choose to ignore this, we will still be entitled to use our rights and remedies at a later date or in any other situation where you breach these Product Terms & Conditions.

We shall not be responsible for any breach of these Product Terms & Conditions caused by circumstances beyond our reasonable control.

Except as expressly set out in these Product Terms & Conditions, all use of your personal information will be made in accordance with our Privacy Policy.

When ordering from our website we accept orders only from Web browsers that permit communication through Secure Socket Layer (SSL) technology, for example, 3.0 version or higher of Explorer and versions 3.02 or higher of Netscape. This means you cannot inadvertently place an order through an unsecured connection.

These Product Terms & Conditions are subject to English law, and shall in no way be deemed to restrict or affect your statutory rights. We will try to solve any disagreements quickly and efficiently.

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