Refund policy

Refund and Returns Policy

At Unknown Kits, we are committed to delivering an exciting and high-quality mystery experience for all football fans. Please carefully read our refund and returns policy before making a purchase.

1. General Return Policy

We offer a 14-day return policy for items that are received in a damaged condition or have manufacturing defects. If you believe your product is damaged or defective, please contact us within 14 days of delivery to request a return or exchange.

To qualify for a return due to damage:

The product must be unused, in its original condition, and with all packaging intact.
You must provide proof of purchase (order confirmation email or receipt).
Clear photographic evidence of the damage or defect is required.

Process for Returning Damaged or Defective Products:

Contact our customer support team at hello@unknownkits.com.au within 14 days of delivery.
Provide your order details, photos of the damaged product, and a description of the issue.
Once approved, we will provide you with return instructions and a return shipping label, if applicable.
After receiving and inspecting the returned product, we will issue a replacement or a refund, depending on your preference.

2. Mystery Kit Policy

Our business is built on the element of surprise, which means the jerseys you receive are a mystery and cannot be selected beforehand. For this reason, we do not accept returns or issue refunds for the following reasons:

You do not like the jersey you received.
You are not satisfied with the team, style, or design of the mystery jersey.

We appreciate your understanding that the mystery element is at the core of what makes Unknown Kits unique!

3. Non-Returnable Items

In addition to the above, the following items are non-returnable:

Jerseys that have been worn, washed, or altered in any way.
Products returned outside of the 14-day return window for damages or defects.
Products without proof of purchase.

4. Exceptions

We strive to ensure every order meets our high standards. However, if an issue arises that falls outside of our listed policy, please contact our support team. We are happy to review your case on an individual basis and work toward a fair resolution.

5. Refund Process

Refunds for eligible returns will be processed as follows:

Refunds will be issued to the original payment method used during purchase.
Please allow 5–10 business days for the refund to reflect in your account after processing.
If a replacement is preferred, we will ship the new product as soon as the returned item is received and inspected.
Please be aware that you will not be refunded the shipping fee for our products, with an additional 10% restocking fee on all returns.