Return & Refund Policy

We want you to receive exactly what you ordered. Because Printful-fulfilled products are made specifically for each customer, our policy distinguishes production errors from preference-based returns.

Eligible issues

You may be eligible for a replacement or refund when:

• The item arrives damaged or defective.
• The print, embroidery, or product is materially different from the confirmed order because of a fulfillment error.
• The wrong item was sent.
• A package is confirmed lost in transit, subject to carrier and fulfillment review.

Claim deadlines

• Damaged, defective, or misprinted products: contact us within 30 days of delivery.
• Packages lost in transit: contact us within 30 days after the estimated delivery date.

Claims submitted after these windows may be ineligible, so please inspect your order promptly.

How to report a problem

1. Email kenusandgarments@gmail.com
2. Include your order number and a clear description of the issue.
3. Attach well-lit photos showing the entire product, the affected area, and the shipping label or packaging when relevant. For multiple affected items with the same design, include a photo showing them together.
4. Keep the item and packaging until we confirm the next step.

We review each request with our fulfillment partner. Approval is not automatic. If approved, the available resolution may be a replacement or refund depending on the issue.

Non-returnable and non-exchangeable situations

We do not accept returns, refunds, or exchanges for:

• Buyer’s remorse or a change of mind.
• An incorrect size, color, product, or delivery address selected by the customer.
• Normal differences between screen colors and the finished product.
• Minor placement or color variation inherent in the production method that is not considered a defect.
• Orders refused, left unclaimed, or not collected from customs, a parcel locker, or a pickup point.

This section does not limit rights that cannot legally be waived in your jurisdiction.

Wrong address, refused, or unclaimed shipments

If an order is returned because the address was incomplete or incorrect, the shipment was refused, customs charges were not paid, or the package was not collected, we may offer reshipment after the parcel has been received and processed. The customer is responsible for the new shipping charge unless the return resulted from a verified carrier or fulfillment error.

Returns may take several weeks to reach and be processed by the fulfillment facility. Once we notify you that a returned package is available, it must generally be claimed for reshipment within 30 days. Unclaimed items may be donated and will no longer be available for reshipment.

Delivered-but-missing packages

If tracking shows “Delivered,” first check the delivery location, household members, neighbors, and the carrier. Ask the carrier to confirm where the parcel was left. A delivered scan is not treated by our fulfillment partner as a lost-in-transit shipment, so a free replacement or refund is not guaranteed.

Order changes and cancellations

Contact us immediately if you need a change. We may be able to edit or cancel an order before production begins, but we cannot guarantee it. Once an order enters fulfillment, it generally cannot be changed, canceled, or refunded. Once shipped, the address cannot be changed by us.

Refund timing

When a refund is approved, we issue it to the original payment method whenever possible. Bank and card processing times vary; allow approximately 5–10 business days after the refund is issued for it to appear. Original and return shipping charges are not refundable unless the refund results from an approved fulfillment or carrier error, or applicable law requires otherwise.

Legal rights

Nothing in this policy excludes or limits any mandatory consumer right under applicable law. Where local law provides a non-waivable cancellation, return, repair, replacement, or refund right, that law controls.

Contact

Questions or claims: kenusandgarments@gmail.com
Expected response time: 24hrs

Last updated: September 17, 2026