Refund policy

Returns & Refunds

We want you in kit you actually want to wear. If something is not right, here is how it works.

30-day returns on stock items

You have 30 days from the date your order is delivered to request a return on any in-stock item. To be accepted, the item must be:

  • unworn and unwashed;
  • free of odours, marks, pet hair and deodorant transfer;
  • returned with all original tags still attached; and
  • in its original packaging.

We inspect every return. Items that come back worn, washed, altered or damaged cannot be refunded and will be returned to you.

Custom and made-to-order team kits

Custom team kits cannot be returned or exchanged because you have changed your mind. Every kit is printed and made to order with your chosen design, colours, team name, player names and numbers, and it cannot be resold. This is standard for personalised goods.

You are of course still fully protected if we get it wrong. We will replace or refund a custom kit at our cost if it arrives:

  • faulty, damaged or with a manufacturing defect;
  • printed with a name, number, colour or design that does not match your approved order; or
  • in a size other than the one you ordered.

Please check your spelling, numbers and sizes carefully before approving your design. We produce exactly what is approved.

Faulty items

If any item is faulty, contact us within 30 days of delivery with your order number and photographs. We will arrange a replacement or a full refund including shipping, and we will cover the cost of returning it.

How to start a return

  1. Contact us through the Contact form at questishere.com with your order number and the reason for the return.
  2. We will reply within 2 business days with return instructions and an address.
  3. Send the item back. Please keep your proof of postage.

Do not send anything back before contacting us — unannounced returns can be delayed or lost.

Return shipping costs

If you are returning an item because you changed your mind or ordered the wrong size, you pay the return postage. If the item is faulty, incorrect or damaged, we pay it.

Refunds

Once your return arrives and passes inspection, we process the refund to your original payment method within 3 business days. Your bank or card issuer usually takes a further 5–10 business days to post it to your account.

Refunds are issued in the currency you were charged. Original shipping charges are refunded only where the item was faulty, incorrect or damaged.

Exchanges

The fastest way to change a size or colour is to return the original item for a refund and place a new order, so you are not waiting on stock. If the size you need is out of stock, contact us and we will tell you when it is back.

Sale items

Sale and discounted items are returnable on the same 30-day terms as full-price stock items.

Your statutory rights

Nothing in this policy limits your rights under applicable Canadian consumer protection law, or under the consumer law of your own country where that applies to your purchase.