Last updated: October 12, 2026
Approve the details before production
Custom-made apparel is produced according to the agreed specifications. Carefully confirm the garment, sizes, colors, artwork, spelling, names, numbers, logo positions and quantity before giving production approval.
A website concept image is not a guarantee of a final fabric, shade or garment specification. The written order details and any agreed approval materials define what is to be supplied.
Cancellation and changes
Contact KitReload as soon as possible if you want to change or cancel an order. Before production begins, we will review what has already been arranged and explain any applicable costs or available cancellation options.
Custom-made items may not be eligible for cancellation once production has started. A requested change may affect feasibility, cost and timing. Do not assume a change is accepted until it is confirmed in writing.
This policy does not remove cancellation or other rights that apply under mandatory law.
Reporting a quality or order issue
Report an issue promptly after delivery, within a reasonable period, so it can be assessed while relevant information and packaging are still available. Reporting an issue promptly helps preserve the information needed for a useful review.
- Your order reference and contact details
- A description of the issue and which items are affected
- Clear photos or videos of the product, relevant labels and packaging
- The confirmed specification or approval detail relevant to the issue
How issues are assessed
We review the reported issue against the agreed product and customization details. If an issue is confirmed, a suitable remedy will be discussed, which may include correction, replacement or a partial or full refund as appropriate.
A difference from a website illustration alone is not enough to establish a defect; the confirmed specifications and applicable rights must also be considered. There is no blanket 'no refunds under any circumstances' rule.
Returns and approved refunds
Contact us before sending items back. Return instructions and any applicable shipping arrangements must be agreed so a return is sent to the correct location.
Where a refund is agreed, the amount and processing arrangements are confirmed with the customer. Timing can depend on the original payment method and provider. No fixed refund-processing period is promised here.
Your applicable rights
The treatment of customized goods and statutory remedies can differ by destination and customer status. Nothing in this policy is intended to limit mandatory consumer rights or payment-provider rights that apply to an order.
Contact KitReload
Questions about this policy can be raised through our contact page. WhatsApp and WeChat: +86 15989157149.