Refund policy

30-Day Return Policy

We want you to be happy with your Kinselle purchase. For eligible non-personalized items, you have 30 days after receiving your order to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn, unused, and in its original packaging. You’ll also need your receipt or proof of purchase.

To request a return, contact us at support@kinselle.com before sending any item back. If your return is accepted, we will provide you with return instructions and the applicable return address. Items sent back without first requesting a return will not be accepted.

Personalized and Custom-Made Items

Because personalized and custom-made products are created specifically for you, they are not eligible for return, exchange, or cancellation due to change of mind, incorrect personalization information provided by the customer, or personal preference.

This includes, but is not limited to, products customized with names, initials, dates, text, photographs, drawings, logos, or other customer-provided designs or information.

This policy does not affect your rights if your personalized item arrives damaged, defective, incorrect, or materially different from the personalization details submitted with your order.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If your item is damaged, defective, incorrect, or has been personalized differently from the information you submitted, contact us as soon as possible at support@kinselle.com.

Please include your order number and clear photographs showing the issue. We will review the claim and, where appropriate, arrange a replacement, correction, or refund.

Cancellations and Personalization Changes

Personalized orders may enter production shortly after they are placed. If you need to change personalization details or cancel an order, contact us as soon as possible at support@kinselle.com.

We cannot guarantee that changes or cancellations can be made once production has started.

Non-Returnable Items

We do not accept returns for:

- Personalized or custom-made products, except where damaged, defective, or incorrect
- Gift cards
- Items that have been worn, used, altered, or damaged after delivery
- Items returned without prior authorization

Please contact us if you have questions about whether a specific item is eligible for return.

Exchanges

Eligible non-personalized products may be exchanged by first contacting us to arrange a return. Personalized or custom-made products cannot be exchanged unless they are damaged, defective, or incorrect.

European Union Customers

If your order is delivered to the European Union, applicable consumer protection laws may provide a 14-day right of withdrawal for certain purchases.

However, this right may not apply to goods made to the consumer’s specifications or clearly personalized. Your statutory rights regarding defective, damaged, or incorrectly supplied products remain unaffected.

Refunds

If a return or refund is approved, we will notify you after the claim or returned item has been reviewed.

Approved refunds will be issued to your original payment method. Please allow up to 10 business days for the refund to appear after it has been processed. Your bank or payment provider may require additional processing time.

If more than 15 business days have passed since we confirmed your refund, please contact us at support@kinselle.com.