We are proud of the level of quality we produce across all of our printing avenues. Having said that, we are only human and every once in a while we might have a printing hiccup or miss a manufacturing error in a garment. On the very odd occasion that this happens, we are happy to reprint your item. Before we can do that though there are a few steps you need to take.
What can be returned?
Only Items that are faulty/damaged or have a faulty or incorrect print may be returned. We do not accept returns for change of mind on garments, colours or incorrect size choices. All our products include a comprehensive size chart giving the width and height so you can ensure you are ordering correctly. Please note the size tolerance listed on the product.
Returns must comply with our user agreement. All return and exchange requests must be made via email, with photos of each item with the issue attached. Please ensure the garment size label is in view if there is a sizing issue. We may request to have the order returned to our factory to review in person. If a reprint is approved, no changes may be granted for change of colour, product, size or design.
Only our EXPRESS production timeframes are guaranteed production timeframes, we commit to sending these within the timeframe paid for. All standard production orders we will aim to ship within 10 business days, however with the nature of manufacturing and printing things can go wrong which might delay an order's production time - we do not refund for delays on standard production orders. Please choose an express service if you need your order by a certain date.
Now is a good time to point out that everyone’s monitors are different, and our computers make everything so bright and colourful. Our printers work with a CMYKW colour palette to produce your designs, so please keep this in mind when designing your garments. We don't have the ability to print hyper colour, Fluro or metallic designs with digital inks. If you want something nice and vibrant, or need to colour match get in touch with our sales team and they can assist with a screen printing quote. On this note, we encourage you to arrange a sample garment if the garment's colour is crucial to your order. It is not possible for your computer screen to accurately depict the real-life colour of a shirt, especially for any supplier outside of the AS Colour range as they do not provide updated flat lay images of their products. Please take a look at our User Agreement page for more tips on garment selection, and how to design your shirt.
Please examine your designs carefully and correct any mistakes prior to placing your order. In an effort to keep costs down and pass substantial savings along to our customers, KILA does not proof documents created by its customers prior to processing. Any orders that are approved and paid for by the customer are considered to be permitted to proceed, and order changes made after this time are not guaranteed to be processed.
*Please note all returns must comply with KILA user agreement.
No returns will be accepted after 14 days of receipt of the purchase. Items with noticeable wear cannot be returned. Items must be in like new condition to be eligible for return.
Returns for refund
must be made within 14 days of receipt of goods, tracked by date of delivery.
Returns for exchange or store credit
Must be made within 14 days of receipt of goods, tracked by date of delivery.
Shipping charges on products returned
All shipping charges for returning products to us must be paid by the returnee. We do not reimburse shipping charges. In cases where KILA agrees to organize the return, the customer must place the item in secure packaging and include KILA return address. The packaging does not need to be a purchased satchel, it can be wrapped in brown paper, in a reused box etc.
Once you have confirmed that you are eligible for a refund/reprint then simply send us an email with the following information.
Your name
Your order number
The date of your purchase
What garment/s you would like to return
A short description of the manufacturing and/or print error
A photo of the garment
Post your return to:
KILA - RETURNS
11 Maud Street, Newstead, 4006 QLD
We will contact you as soon as we receive your return request to discuss what your options are. If stock permits we will endeavour to get your reprint out within 3 business days.
KILA Proof approval disclaimer
We consider all of the following actions to constitute as an authority to proceed with your order.
Verbal approval via phone and/or in person
Payment of invoice
Emailing a reply with approval
We recommend that you check all proofs thoroughly before approving. We endeavour to be as accurate as possible however please note that due to the production process, colours, position, size and scale are indicative only.
