Refund policy
At Kinselle, return eligibility depends on whether your item is personalized or non-personalized.
Non-Personalized Items: 30-Day Returns
You may request a return for an eligible non-personalized item within 30 days of receiving your order.
For change-of-mind returns, items must be unworn, unused, and in their original condition and packaging. Please provide your order number or proof of purchase.
These conditions do not limit your rights concerning damaged, defective, incorrect, or misdescribed goods.
Personalized and Custom-Made Items
Personalized and custom-made items are created specifically for your order. We do not accept change-of-mind returns or exchanges for these items, including requests caused by personal preference, an incorrectly selected size, or incorrect personalization details supplied by the customer.
This includes products customized with names, initials, dates, text, photographs, drawings, or other customer-provided information.
If your item arrives damaged, defective, incorrect, or materially different from the personalization details you submitted, please contact us for assistance.
Damaged, Defective, or Incorrect Items
Please inspect your order upon arrival and contact support@kinselle.com as soon as reasonably possible if there is a problem.
Include your order number, a description of the issue, and clear photographs where possible. We will review your request and arrange an appropriate correction, replacement, or refund, consistent with your applicable consumer rights.
The 30-day change-of-mind return window does not limit your statutory rights concerning faulty or non-conforming goods.
How to Request a Return
Email support@kinselle.com before sending an item back.
Once your return is approved, we will provide return instructions and the appropriate return address. Please do not send items to our registered office unless instructed to do so.
Approved returns are free of return shipping charges. We will provide a prepaid return label or arrange another return method at our expense. No restocking fee applies.
Exchanges
Eligible non-personalized items may be exchanged, subject to availability. Contact us within 30 days of delivery to arrange the return and exchange.
We do not offer change-of-mind exchanges for personalized items. Replacements for damaged, defective, or incorrect personalized orders are handled through the process described above.
Cancellations and Personalization Changes
Contact support@kinselle.com as soon as possible if you need to cancel an order or change personalization details.
Personalized orders may enter production shortly after purchase. We cannot guarantee that changes or cancellations can be accommodated once production has started.
Refunds
We will notify you after reviewing your request and, where required, the returned item.
Approved refunds will be issued to your original payment method. Please allow up to 10 business days after processing for the refund to appear. Your bank or payment provider may require additional time.
If more than 15 business days have passed since we confirmed your refund, contact support@kinselle.com. Any shorter deadline required by applicable law will apply.
Your Consumer Rights
This policy does not limit your rights under applicable consumer protection laws.
Where applicable, statutory change-of-mind cancellation rights may exclude goods made to your specifications or clearly personalized. Your rights concerning faulty, damaged, incorrect, or misdescribed goods remain unaffected.
Contact
Kinselle is operated by EVOLUTION COMMERCE LTD.
Email: support@kinselle.com
Registered office:
128 City Road
London, EC1V 2NX
United Kingdom
Company number: 17341709
Please contact us before sending any returns. Our registered office is not a return address unless we specifically confirm otherwise.