Refund Policy
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This Refund Policy explains the money side of Kin Print orders: when a refund is due, how much comes back, where it goes, and how long it takes. It covers refunds after a return, after a cancellation, and for items that were lost, damaged or produced incorrectly. The step-by-step return process (labels, packing, exchanges) lives on our Returns & Exchanges Policy page. If anything here is unclear, email support@kinprint.shop; we reply within 24 hours on business days.
Refunds at a glance
- Timing: refunds are issued within 7 days of receiving your return.
- Where the money goes: back to the original payment method used for the order.
- Alternative: store credit instead of a refund, which never expires.
- Return postage: always free, so it is never deducted from your refund.
- Fees: no restocking fee and no handling deduction.
- Cancellations: full refund for orders cancelled within 24 hours.
1. When you are entitled to a refund
You can ask for a refund in any of these situations:
- You return an item within 60 days of delivery, for any reason, including a change of mind.
- You cancel an order within 24 hours of placing it.
- An item arrives damaged or defective, or does not match the personalisation you wrote in the order notes.
- A parcel is confirmed lost by the carrier, or our investigation is not resolved within 5 business days.
- We cannot produce your item (for example, a photo cannot be printed clearly and we cannot reach you), or we cancel an order for another reason.
2. How much you get back
Because shipping on every order is free and every return label is free, the amount refunded is simply the price you paid for the returned item, less any discount that applied to it. Nothing is deducted for postage, handling or restocking. If you return every item in an order, you receive the full amount you paid.
| Situation | Amount refunded | Refund is issued | Do I send the item back? |
|---|---|---|---|
| Change-of-mind return within 60 days | Full item price paid | Within 7 days of receiving the return | Yes, with our free label |
| Wrong size or colour, refund chosen instead of exchange | Full item price paid | Within 7 days of receiving the return | Yes, with our free label |
| Damaged or defective on arrival | Full item price paid | Within 7 days of approving your photos | Usually no |
| Item does not match your order notes (our error) | Full item price paid | Within 7 days of approving your photos | Usually no |
| Parcel confirmed lost | Full amount paid for the lost items | Within 7 days of the carrier confirmation or the end of the 5-business-day investigation | Not applicable |
| Order cancelled within 24 hours | Full amount paid | Within 7 days of the cancellation being confirmed | Not applicable |
| Exchange item costs less than the original | The price difference | Within 7 days of receiving the return | Yes, with our free label |
3. How long a refund takes
We issue your refund within 7 days of receiving your returned item. For situations where nothing needs to come back to us (damage, our error, a lost parcel or a cancellation), the 7 days start on the day we approve the claim or confirm the cancellation. You receive an email the moment the refund is issued.
After we issue the refund, your bank or payment provider still needs to post it to your account. Most providers show it within a few business days; some card issuers take a little longer to display it on a statement. If you have not seen the money 10 business days after our refund email, contact us and we will send you the transaction reference so your bank can trace it.
Example timeline for a change-of-mind return
- Day 1: you email us asking to return a photo mug you no longer need.
- Day 2: we send a free return label.
- Day 4: you drop the parcel at the carrier.
- Arrival day: the parcel reaches us after its transit time.
- Within 2 business days of arrival: we inspect the mug and email you.
- Within 7 days of arrival: the refund is issued to your original payment method.
4. Where the money goes
Refunds always go back to the payment method used to place the order. We cannot send a refund to a different card, account or person, and we never ask you to share card details by email to receive a refund. If the original card has been closed or replaced, your bank normally routes the refund to the new card or to your account automatically; if not, contact us and we will help you with the next step.
For gifts, the refund goes to the person who paid, even when the recipient started the return. If the buyer prefers the recipient to keep the value, the buyer can ask for store credit instead and share the code.
5. Store credit as an alternative
Instead of a refund you can choose store credit for the same amount. We email you a store credit code within 7 days of receiving your return, and that credit never expires. It works on any product, can be combined with a new order of any size, and is popular when a family wants to re-order the same gift with corrected names or a different size. Store credit cannot be turned back into a refund later, so if you are not sure, choose a refund.
6. Partial refunds and discounts
If an order used a discount and you return only some items, we refund what you actually paid for those items after the discount was spread across the order. If you return everything, you get back the full amount charged. Free shipping is never deducted. If you are unsure how much to expect, ask us before you send the return and we will tell you the exact figure.
7. Personalised items and refunds
Every item we sell is personalised, and every item can be refunded within the 60-day window. We print exactly what you type in the order notes box at checkout and we do not send a proof or mockup before production. If a personalised item matches your note exactly but the note contained a typo, you can still return it with a free label and receive a full refund or store credit. If the item does not match your note, it is our error and you receive a full refund (or a corrected replacement) without needing to send it back.
8. Import charges and refunds
Kin Print does not collect sales tax at checkout. For orders delivered to Canada, Australia or New Zealand, any import duties or taxes are set and collected by the destination country, not by us. Because we never received those charges, we cannot refund them; your local customs authority may offer a reclaim process when goods are returned. If a recipient refuses an import charge and the parcel comes back to us, we refund the item price within 7 days of the parcel arriving back.
9. Refunds for lost parcels
If tracking stops updating for 7 business days, or the parcel has not arrived 7 business days after the end of its estimated delivery window, we open an investigation with the carrier. When the carrier confirms the loss, or when the investigation is not settled within 5 business days, you choose a free replacement or a full refund. A refund is issued within 7 days of that point. Details are on our Shipping & Delivery page.
10. Refunds when we cancel
Occasionally we may need to cancel an order, for example if a photo cannot be printed clearly and we do not hear back from you after several emails, if the personalisation asks for something we cannot print (see our Intellectual Property Policy), or if the address is outside the four countries we serve. When we cancel, you receive a full refund within 7 days and an email explaining why.
11. Chargebacks and payment disputes
If something has gone wrong, please contact us before opening a dispute with your bank or payment provider. Most problems are solved with one email, usually faster than a dispute process. If a dispute is opened, we respond to the provider with the order details and our correspondence with you; if a refund has already been issued, we share the refund reference so the case can close quickly.
12. The emails you will receive
Every step of a refund is confirmed in writing, so you always know where it stands. Keep these emails until the money shows on your statement.
| When it is sent | What it means for you | |
|---|---|---|
| Request received | Within 24 hours on business days after you write to us | We have your order number and know what you want; nothing else is needed yet. |
| Return label | When a return is approved | Print the label, pack the item and post it within 14 days. |
| Return received | When the parcel arrives with us | The 7-day refund clock has started. |
| Inspection result | Within 2 business days of arrival | Confirms the item and the amount to be refunded. |
| Refund issued | Within 7 days of receiving the return | The money has left us; your provider now posts it to your account. |
| Store credit code | Within 7 days of receiving the return, if you chose credit | Your code is ready to use and never expires. |
13. Small things that speed up a refund
- Write the order number in the subject line of every email, and on a slip inside the return parcel.
- For damage or a mismatch with your order notes, send clear photos in daylight showing the whole item and the close-up problem.
- Use the label we email rather than buying your own postage; our label is free and links the parcel to your order automatically.
- Tell us at the start whether you want money back or store credit, so we do not need to ask later.
- If several family members are returning items from one order, send them in one parcel with one label where possible.
14. Refunds on family and multi-item orders
Family orders often include several personalised pieces: matching reunion tees in five sizes, a set of mugs for each grandchild, or ornaments for every branch of the family. You can return one item, several or all of them. Each returned item is refunded at the price paid for it, and the rest of the order is unaffected. If one shirt in a set of matching tees needs a different size, an exchange of that single shirt is often the simplest route, and any price difference is settled within 7 days of receiving the return.
If you would like to return part of a family order and also re-order a corrected item, ask for store credit on the returned piece and use the code on the new order; this keeps the money inside one conversation and avoids waiting for a card refund to clear before you re-order.
15. Questions about a refund
Email support@kinprint.shop with your order number, or open a request through Submit a Ticket. We reply within 24 hours on business days. You can also find quick answers in our FAQs and the Help Center, or read how to stop an order early on Cancel or Change an Order.