Refund policy

Returns & Refunds

At Designed by Kenz, many of my pieces are handmade and created specifically for you. Because of the custom and personalized nature of these products, please review all order details carefully before submitting your order.

Custom & Personalized Orders

All custom, personalized, and made-to-order items are final sale and cannot be returned or exchanged once work on your order has begun.

This includes items personalized with names, dates, schools, colors, wording, designs, themes, or other details selected specifically for your order.

Cancellations

If you need to cancel an order, please contact me as soon as possible.

Orders may be cancelled and refunded before design or production has begun. Once I have started designing, purchasing order-specific materials, painting, or creating your item, the order can no longer be cancelled or refunded.

Design Proofs & Personalization

When a design proof is provided, please review all names, spelling, dates, colors, wording, and other personalization details carefully before approving it.

Once a proof has been approved, Designed by Kenz is not responsible for errors that were included in the approved design.

If I make an error and your finished item does not match the information or approved design you provided, please contact me so I can make it right.

Handmade Items

Each Designed by Kenz piece is created by hand, which means slight variations may occur between items. Small differences in brushstrokes, lettering, placement, color, or other handmade details are part of what makes each piece unique and are not considered defects.

Please also keep in mind that colors may appear slightly different depending on your phone, computer screen, or other device.

Damaged Orders

If your order arrives damaged, please contact me within 5 days of delivery.

Please include:

Your name and order number
Photos of the damaged item
Photos of the packaging and shipping box
A brief description of the damage

I will review the issue and work with you to determine the best solution, which may include a replacement, repair, or refund depending on the circumstances.

Please keep the original item and packaging until your claim has been resolved.

Incorrect Orders

If you receive an item that is incorrect because of an error made by Designed by Kenz, please contact me within 5 days of delivery with photos of the item.

I will work with you to correct the issue at no additional cost.

Ready-to-Ship & Non-Personalized Items

Unused, non-personalized items may be eligible for return within 14 days of delivery.

To qualify for a return, the item must be unused, in its original condition, and returned safely in its original or comparable packaging.

Customers are responsible for return shipping costs unless the item arrived damaged or an error was made by Designed by Kenz. Original shipping charges are non-refundable for standard returns.

Please contact me before sending any item back. Returns sent without prior approval may not be accepted.

Sale & Clearance Items

Custom and personalized items remain final sale even if purchased during a promotion or with a discount code.

Items specifically marked Final Sale or Clearance cannot be returned or exchanged.

Shipping Delays

Turnaround times and estimated shipping dates are provided as accurately as possible. If an unexpected delay occurs that prevents your order from shipping within the promised timeframe, I will contact you with an updated timeline and available options.

Refunds

When a refund is approved, it will be issued to the original payment method. Processing times after a refund is issued may vary depending on your bank or payment provider.