Refund policy

RETURN AND REFUND POLICY

Customer satisfaction is our top priority. We offer replacements or refunds for the following situations:

ELIGIBLE FOR REPLACEMENT OR FULL REFUND:

1. Wrong Item Shipped

  • Wrong garment brand received
  • Wrong product type received
  • Wrong size shipped
  • Wrong shipping address used (different from information provided)
  • Damaged item (damage clearly visible)

If we sent the wrong item, you may keep it at your own disposal.

2. Low Printing Quality or Wrong Print Placement

  • Blurry Print: Edges are out of focus or fuzzy, design details don't match the quality of the original file
  • Design Placement Issue: Print is too low, too high, left, right, wrong area, crooked, or upside down to the extent it's noticeable and distorts the design
  • Peeling Print: Print coming off in pieces
  • Scaling Issue: Design printed too large or too small, noticeably different from the original artwork

3. Sizing Issues The actual product differs from our size chart by more than 3cm (approximately 1.2 inches) larger or smaller than stated.

4. Color Issues The printed color differs significantly from the design mockup, making the outcome noticeably different from what was ordered.

5. Quality Defects

  • Broken, holes, mechanical issues, or torn items due to manufacturing or shipping
  • Embroidery issues: wrong color thread, crooked stitching, protruding or loose threads, missing design parts, wrong thread density
  • Stains: Obvious ink spots, smears, or unknown stains that don't exist on the artwork
  • Underbase Issue: White underbase visible on edges or on the print

6. Out of Stock Items If you place an order but the product is out of stock and we didn't notify you in advance, you'll receive a full refund plus 10% of the product price as compensation.

7. Shipping Issues (Under Normal Conditions)

  • Parcel is lost during shipping
  • Tracking hasn't updated for 30 days

PROCESSING CLAIMS:

All claims for misprinted, damaged, or defective items must be submitted within 7 days of receipt. For damaged packages, claims must be submitted within 72 hours of delivery. Please contact us at info@kgfit.com with your order number and photos of the issue.

FULFILLMENT TIME GUARANTEE:

We are committed to fast fulfillment times:

Standard Products (Men's, Women's, Children's polyester clothes, Face Masks):

  • Average fulfillment: 2-4 days
  • Guaranteed fulfillment: 7 days
  • If fulfillment takes 8-12 days: Shipping upgrade to advanced shipping
  • If fulfillment takes 13-17 days: Shipping upgrade to DHL Express
  • If fulfillment takes over 18 days: DHL Express upgrade + 20% product refund, or full refund + 50% product payment

Extended Products (Shoes except Classic Clogs, Cotton clothes, home items, Accessories):

  • Average fulfillment: 5-10 days
  • Guaranteed fulfillment: 14 days
  • If fulfillment takes 15-19 days: Shipping upgrade to advanced shipping
  • If fulfillment takes 20-24 days: Shipping upgrade to DHL Express
  • If fulfillment takes over 25 days: DHL Express upgrade + 20% product refund, or full refund + 50% product payment

Important Notes:

  • Fulfillment time refers to production time before shipment, not including shipping time
  • Fulfillment time includes weekends but excludes Chinese public holidays
  • Maximum compensation is $500 per order
  • Compensation applies to product price only, not shipping costs

ORDER CANCELLATIONS:

Due to the custom nature of print-on-demand products:

  • Full refund if cancelled before production begins
  • Shipping fee refund only if product is already in production

NOT ELIGIBLE FOR REPLACEMENT OR REFUND:

  • Wrong shipping address, size, color, or design files provided by customer
  • Claims submitted more than 2 weeks after product receipt
  • Color differences between mockup and your original design file
  • Product damaged or deformed by customer after receipt
  • Parcel cannot be delivered due to wrong or insufficient recipient information
  • Customer does not sign for parcel under normal shipping conditions
  • Shipping delays caused by political events, natural disasters, military control, warfare, or force majeure

HOW TO REQUEST A RETURN OR REFUND:

If you have an issue with your order, please contact us at info@kgfit.com within 7 days of receipt with:

  • Your order number
  • Photos clearly showing the issue
  • Description of the problem

We will review your claim and respond within 2-3 business days with next steps.

EU CONSUMER NOTICE:

According to Article 16(c) and (e) of Directive 2011/83/EU, the right of withdrawal does not apply to:

  • Goods made to customer specifications or clearly personalized
  • Sealed goods unsealed after delivery that aren't suitable for return due to health or hygiene reasons

We reserve the right to refuse returns at our discretion for custom-made products.




FAQ: Returns & ExchangesCount