Refund & Replacement Policy

Last updated: 10/09/2026

Our 90-Day Refund & Replacement Guarantee. If something isn't right, we'll make it right, and in almost every case, you keep the original item.

1. At a glance

Order was delivered

90 days from the delivery date recorded by the carrier

Order never arrived

60 days from the date your order shipped — and never less than 30 days after your latest estimated delivery date

Do I return the item?

Almost never. See Section 7.

Return shipping fee

Never charged to you

Refund method

Your original payment method


Need to cancel or change an order instead? See our Cancellation & Order Changes Policy.

2. Damaged, defective or misprinted items

If your item arrives damaged, defective, or printed differently from the design on the confirmation email, we'll send a free replacement or issue a refund within 90 days of delivery.

How to request
Message us on LiveChat or email support@loveandkin.com with your order number and the detailed request. Every claim needs all three of the following:
* One photo of the whole item on a flat surface in natural light
* One close-up photo of the issue
* One photo of the shipping label or packing slip showing your order number

What this covers
Manufacturing and printing faults: tears, cracks, stitching or seam failures, ink that is smudged, faded, cropped or misaligned, the wrong item or the wrong size, and anything that differs from the design submitted with your order.

What this doesn't cover
- Damage caused by accidents or improper care
- Normal wear and tear
- Fading or material breakdown from sun exposure
- Changes made to the product after delivery



3. Personalization

We print exactly what you enter and upload, so please check every detail before you pay.
We printed something different from what you submitted. Check the details below:

In case

Solution

We printed something different from what you submitted

Our fault. Free replacement or full refund.

The details submitted with the order had a typo or the wrong option

We'll remake the item once at 50% of the original price, so you still get the gift you meant to send. The shipping fee for the replacement is covered by you.

An uploaded photo printed softer than expected

Photos print at the resolution you provide. If a file is too small or too blurry to print well, we'll contact you before production and ask for a better one. Softness that comes from the original photo isn't a printing fault.

You have 2 hours after checkout to correct personalization details yourself, free of charge — see our Cancellation & Order Changes Policy.

4. Orders that haven't arrived

If your tracking hasn't moved in more than 5 business days, or your order is past its estimated delivery date, contact us. We'll open an investigation with the carrier and come back to you with a proper solution within 3 business days.

If tracking says delivered but you don't have it
- Check around your property — porches, side doors, garages, mailrooms — and ask your building manager and immediate neighbours. Carriers frequently leave parcels in a safe spot without a note.
- Wait 3 business days. Parcels scanned as delivered slightly early turn up more often than not.

Still nothing? Contact us, and we'll take it from there.

Time limit
Please contact us within 30 days of your ship date, while carrier tracking records are still retrievable. After that, we may not be able to investigate.

One exception
If an order is undeliverable, returned to us, or lost because the shipping address supplied at checkout was incorrect or incomplete, we can't cover it under this guarantee.

We'll still help: we can reship to a corrected address for the cost of shipping, or refund the item price once the parcel is back with us.

5. Items sent as gifts

If you sent a Loveandkin item as a gift, you, the person who placed the order, can make a claim on the recipient's behalf. We'll always send replacements to whichever address you tell us, as long as it's in the same country, and refunds go to the original payment method.

6. Do I need to send anything back?

Almost never. In most cases, a photo is enough, and you keep the original item: give it away, use it, or dispose of it however you like.

Occasionally, for higher-value orders or when returning an item helps us fix a production problem at the source, we may ask you to send it back. If we do, we'll email you a prepaid shipping label. You will never pay return shipping or a restocking fee.

8. What your refund includes

In case

Solution

Our fault — damaged, defective, misprinted, or lost in transit

Full refund of everything you paid, including shipping

Everything else

Refund of the item price you actually paid after any discount. Shipping isn't refunded.

Orders with several items

We refund the affected item(s) in proportion to what you paid for them

8. Fair use

This guarantee is deliberately generous, and we'd like to keep it that way for everyone. We may limit or decline requests from accounts showing an unusual pattern of claims, and we reserve the right to decline future orders in those rare cases. We'll always tell you if that happens and why.

9. Refund timing

We issue approved refunds to your original payment method within 2 business days. After that, how soon the money appears is up to your bank:

Credit and debit cards

Up to 10 business days

PayPal

3 to 7 business days


If it hasn't arrived after that window, contact us to be assisted. We're happy to send documentation confirming the refund was issued.

Refunds always go back to the payment method used for the order.