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Replacement, Refund and Return Policy

By placing an order, you confirm that you have read, understood and accepted these policies.

Replacement and Refund Policy

We accept replacement or refund requests for up to 30 days after the delivery date. If 30 days have gone by since the delivery date, unfortunately, we canā€™t offer you a replacement or refund.

As all items are custom-made and printed, we do not issue a replacement or full refund unless there is a major issue with the item received. In order for a replacement or refund to be accepted, the item(s) must meet the following conditions:

      • Significantly different from the description or the preview shown to you;
      • Damaged due to the fault of our factory or the carrier;
      • Not what you ordered;

Please note that in other cases not mentioned above, we will only offer a partial refund, not including the shipping fee. Besides, advertised images may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor's display. Therefore, please allow this difference between advertised images and the actual item you received.

Please review your order carefully before you check out to ensure your order is correct. We do not accept replacements or refunds due to customer's mistakes such as:

      • Incorrect selection of sizes, designs, colors;
      • Failing to preview the design carefully to see if it's well set (as all of our printing files are automatically generated exactly as same as the preview on our website);
      • Incorrect or incomplete address provided upon ordering.

Return Policy

Regarding Return Item(s), if yourĀ replacement or refund request is approved, you may keep, donate, or dispose of the item(s) as you wish. There's no need to return your item(s), and therefore no return shipping fee applies.

How to file a claim

To file a claim, please send us an email to support@kenzicustom.com orĀ fill in the form at Contact Us and include the following information (this is a must-have):

      • Order Number;
      • Video/photo of the defective product;
      • If your claim is in regards to the sizing issue, please include a measuring tape, stick, or ruler in the photographs of affected garments.
      • If some of your items are missing, please provide us images of the item you received and the detailed shipping label

Our support team will review the photos/videos of the defective item youā€™ve sent. If your item is eligible, we will resend the product to you with no additional cost. In the rare case that sending a replacement product is not practical, we will reimburse you the full cost of the eligible product (including shipping costs).

Replacement/ Refund Process

As previously stated, you may keep, donate, or dispose of the item(s) as you wish. Your replacement follows the same timeframe as the normal order as mentioned in Shipping Policy.

Regarding refund, you will receive a refund confirmation when we finish the process. After that, please kindly wait for about 7-10 days to get your money back into your account (depending on your banks).