At Kestra Creative Designs, customer satisfaction is our top priority. Please review our refund policy carefully.
1. Order Cancellation
Due to the nature of our print-on-demand process, all orders are custom-made after purchase. If you need to cancel or modify your order, please contact us within 24 hours of placing your order. After this period, production begins, and we are unable to cancel or modify your order.
2. Refund Eligibility
Refunds are available under the following conditions:
- Damaged or Defective Products: If your item arrives damaged, defective, or incorrect, please contact us within 7 days of receipt with photographic evidence. We will replace the item at no cost or issue a full refund, depending on your preference.
- Lost in Transit: If your order is confirmed as lost in transit, we will issue a replacement or full refund.
- Incorrect Size or Design Received: If we send the wrong size, design, or product, we will replace the item or provide a full refund.
Note: As all items are custom printed, refunds or exchanges for reasons such as “change of mind” or incorrect sizing (unless due to our error) are not permitted. Please refer to our sizing charts carefully before making a purchase.
3. Refund Process
To initiate a refund, please contact our customer service team at [email] with your order number and details of the issue. Once your refund request is approved, it may take 5-7 business days for the refund to be processed back to your original payment method.
4. Exchanges
We only replace items if they are defective, damaged, or incorrect. Please follow the same process as for refunds, and we will arrange for a replacement item to be sent to you.
5. Return Shipping
In the case of returns due to our error (damaged, defective, or incorrect items), we will cover the shipping costs for the return. You may be required to provide a tracking number for the return shipment.
6. Non-Refundable Items
Gift cards, promotional items, or custom requests are non-refundable. Additionally, if more than 30 days have passed since the delivery of your item, we cannot offer a refund or exchange.
7. Contact Us
For any questions regarding your refund or to initiate a request, please reach out to us at:
- Email: support@kestradesigns.com
We appreciate your business and are here to ensure you’re satisfied with every purchase.