Returns & Exchanges Policy

Last updated: October 29, 2026

A personalised gift should feel right the moment it is unwrapped. When it does not, Kin Print makes sending it back simple: you have 60 days from delivery to return any item, for any reason, and we email you a free return label every time, including when you simply changed your mind. This page walks through the return and exchange process step by step. How and when the money comes back to you is explained separately in our Refund Policy.

1. Our return promise for personalised items

Many shops refuse returns on anything with a name on it. We decided not to work that way. A sweatshirt with Grandma’s grandchildren down the sleeve might simply be the wrong size; a photo canvas might look different on the wall than it did on your phone; a family might have welcomed a new baby the week after the ornament arrived. In every one of those cases you can send the item back within 60 days of delivery, and the label is on us.

Because returned personalised items carry someone’s name or photo, we never resell them. They are handled privately and disposed of or recycled where possible, and any photo you sent us is deleted 30 days after delivery as described in our Privacy Policy.

2. What you can return

There is no restocking fee on any return. Items should come back reasonably clean and, for clothing, unwashed if possible, but we do not refuse a return because a mug was used once or a shirt was tried on.

3. How to start a return or exchange

1. Email us at support@kinprint.shop or use the Submit a Ticket page. Put your order number in the subject line.
2. Tell us which items are coming back and whether you would like a refund, store credit or an exchange. For an exchange, name the new size, colour or style.
3. Add photos if the item is damaged, defective or does not match your notes. Photos help us approve the request on the same day and often mean you keep the item.
4. Receive your free label by email, usually within 24 hours on business days, with packing instructions.
5. Post the parcel within 14 days of receiving the label, and keep the drop-off receipt until your refund or exchange is complete.

Please do not post anything back without a label from us. A parcel sent without one can take much longer to identify and may not be matched to your order.

4. Exchanges for size, colour or style

An exchange is the most common request we see for shirts and sweatshirts. Here is how it works. You return the original item with the free label. We set up a new item in the size, colour or style you asked for, with the same personalisation unless you tell us otherwise. The new item goes through our normal 1–3 business day preparation and ships free with 7–14 business days in transit. If the exchange item costs more, we send you a payment link for the difference; if it costs less, we refund the difference within 7 days of receiving your return.

To save time, you can ask us to start the exchange as soon as your return parcel shows its first carrier scan rather than waiting for it to arrive. Just mention it in your email.

Choosing the right size the second time

Before you choose the exchange size, lay a garment the recipient already likes flat on a table and compare it with the guidance in our Size Guide. Grandparents often prefer a roomier fit in sweatshirts; teenagers often want an oversized tee. A two-minute check now avoids a second exchange.

5. Fixing a personalisation mistake

We print exactly what you type in the order notes box at checkout, and we do not send a proof before production. So if a name was misspelled in the note (for example “Jaxon” typed instead of “Jackson”), the item is correct according to the order, but we know how much it matters. You can still return it within 60 days with a free label and choose a refund or store credit, then place a new order with the corrected note. If you spot a typo within 24 hours of ordering, email us straight away: the item may not be produced yet, and our Cancel or Change an Order page explains how a quick correction works.

If the item does not match what you wrote, that is our mistake. Send a photo of the item next to a screenshot of your order confirmation and we will produce a corrected one at once, with no need to send the first one back.

6. Damaged, defective or wrong items

If a mug arrives cracked, an ornament is chipped, a canvas corner is crushed, a seam has come apart or a print is faded or smudged, email us within 60 days of delivery with photos of the item, the box and the shipping label. You choose a replacement or a full refund. In most cases we do not ask you to return a damaged item. If we need it back to investigate a defect, we send a free label.

7. Gifts and returns by the recipient

Gifts often go straight to the recipient’s home. Either the buyer or the recipient may start a return, as long as the order number is included. Refunds always go to the original payment method of the person who paid, unless the buyer asks us to issue store credit instead. If Grandma wants a different size without the buyer knowing, she can ask for an exchange and we will keep the conversation discreet.

8. Inspection and what happens next

When your return arrives, we check it within 2 business days and email you the result. Refunds are issued within 7 days of receiving the return; exchanges move to preparation straight away. If something about the returned item does not match the request (for example, a different item arrives), we contact you before doing anything else.

9. Returns from Canada, Australia and New Zealand

Returns from Canada, Australia and New Zealand use the same 60-day window and the same free label. The label covers postage back to us; you do not pay to send a return. If an import charge was paid by the recipient on delivery, that charge is set and collected by the destination country, and we cannot refund it on the country’s behalf; your local customs authority may offer a reclaim process for returned goods.

10. Items we cannot accept

We can only accept items bought from kinprint.shop. Returns that arrive more than 60 days after delivery without a label from us, or items that were clearly damaged after delivery (for example a mug broken by a fall at home), are not eligible, but please talk to us anyway; we look at every case individually and try to find a fair answer.

11. Store credit

If you choose store credit instead of a refund, we email you a store credit code within 7 days of receiving your return, and that credit never expires. You can enter the code at checkout on any future order, including a re-made gift with corrected text. Store credit cannot be exchanged for cash later, but you can choose a refund instead of store credit at the time of the return.

12. Packing your return

Use the box the item came in if you still have it, or any sturdy box or padded mailer. Wrap mugs and ornaments in paper or a towel so they cannot move inside the box, roll canvas prints with the corners protected, and fold textiles into a bag to keep them dry. Write your order number on a slip of paper and put it inside. Stick the label we emailed flat on the outside, cover or remove any old labels, and keep the receipt the carrier gives you at drop-off. If the label expires before you can post the parcel, just ask us for a new one; there is no charge.

13. Three examples of how returns usually go

A sweatshirt that runs big

A buyer sends Grandma a crewneck sweatshirt with all five grandchildren’s names. It fits like a blanket. Five weeks after delivery the buyer emails us asking for one size smaller with the same names. We send a free label the next business day, start the new sweatshirt as soon as the return is scanned by the carrier, and ship it free. Grandma keeps wearing the names; nobody pays postage.

A canvas that does not suit the wall

A couple orders a 16×20 in canvas of their wedding photo and realises it looks small over the sofa. They return it within the 60-day window with the free label and choose store credit. The credit code never expires, so they use it months later on a larger canvas for the hallway.

An ornament with the wrong year

A grandfather’s memorial ornament arrives with the year we printed from the notes, but the year in the note was mistyped. The family emails us with the correct year. Because the item matches the note, it is not a production error, yet the family can still return it for free within 60 days and order a corrected ornament; we handle the conversation gently and quickly.

14. Get help with a return

Email support@kinprint.shop with your order number, or start from the Help Center. We reply within 24 hours on business days. For quick answers about returns and exchanges, see our FAQs, and for delivery questions visit Shipping & Delivery.