Summary
| Situation | What we do | Time limit | Cost to you |
|---|---|---|---|
| Item damaged, misprinted, wrong size or wrong colour (our mistake) | Free replacement or full refund – your choice | Report within 30 days of delivery | Free – no return shipping needed unless we ask |
| Parcel lost (no delivery 15 business days after shipping) | Free replacement or full refund | Report within 60 days of the order | Free |
| Changed your mind / ordered the wrong size – customers in the EU and the UK | Full refund of the item price and original shipping after we receive the item back | Tell us within 14 days of delivery, send the item back within 14 days after that | You pay the return shipping |
| Changed your mind / ordered the wrong size – customers in the USA, Canada, Australia, Switzerland, Japan and other countries | No return or exchange, because every item is printed on demand for your order | – | – |
| Cancellation before production starts | Full refund | Until production starts (usually a few hours after payment) | Free |
1. Damaged, misprinted or wrong items
If your order arrives damaged or defective, misprinted, or in the wrong size or colour, we fix it free of charge:
- Email support@klittycrew.com within 30 days of delivery with your order number (from your PayPal receipt or order confirmation) and a photo of the problem.
- We reply within 2 business days and confirm a free replacement or a full refund – you choose.
- You do not need to send the item back unless we ask you to. If we do, we send you a prepaid return label.
- Replacements are printed and shipped within 2–5 business days; refunds are issued as described in section 4.
2. Lost parcels
Every order ships with tracking. If tracking shows no delivery 15 business days after shipping, email us with your order number. We open a claim with the carrier and send you a free replacement or a full refund.
3. Change-of-mind returns
Customers in the European Union and the United Kingdom have a legal right to withdraw from the purchase within 14 days of delivery without giving a reason:
- Tell us within 14 days of delivery by email to support@klittycrew.com with your order number (you may use the model withdrawal form in our terms, but you don’t have to).
- We reply with the return address within 2 business days.
- Send the item back unworn, unwashed and in its original condition within 14 days after telling us. You pay the return shipping.
- We refund the item price and the original shipping cost within 14 days of receiving your withdrawal notice, but not before we receive the item or proof of shipping.
Customers in all other countries (including the USA, Canada, Australia, Switzerland, Liechtenstein and Japan): every T-shirt is printed on demand just for your order, so we cannot accept returns or exchanges for change of mind or a wrong size choice. Please check the size chart (in cm and inches) on each product page before ordering – and write to us if you are unsure, we are happy to help. Damaged, misprinted, wrong and lost items are always covered by sections 1 and 2. Your statutory consumer rights are not affected.
4. Refunds
- Refunds go back to the original payment method via PayPal, in the currency you paid (USD, GBP, EUR, CHF, AUD, CAD, SEK, DKK, PLN or JPY).
- We issue refunds within 5 business days after approving them (for withdrawals: within 14 days, see section 3). PayPal usually shows the refund immediately; card refunds through PayPal can take another 5–10 business days to appear on your statement.
- Discount codes used on the order are not refunded as cash.
5. Exchanges
We exchange items free of charge only when we made a mistake (section 1). For a different size or colour, please place a new order; customers in the EU and UK can return the original item under section 3.
6. Contact
KC Paw Shop · KC Klitty Crew, operated by Diversico GmbH, Adlikerstrasse 246, 8105 Regensdorf, Switzerland · support@klittycrew.com · we answer within 2 business days. Full terms: Shipping, returns & terms.
