Refund policy

At Kenvoragift, every personalized item is made to order and embroidered especially for you. Because personalized products are created according to the details you provide, our return and refund policy is different from that of standard retail products.

Please review this policy carefully before placing your order.

1. Personalized Items Are Final Sale

Each Kenvoragift personalized product is made specifically for your order. Once production begins, the item cannot normally be resold or repurposed.

For this reason, we generally cannot accept returns, exchanges, or refunds for the following:

• Change of mind after the cancellation period has passed.
• Typos, spelling errors, dates, names, or other incorrect personalization information submitted by the customer.
• Incorrect size selected by the customer.
• Incorrect color, design, style, or product variant selected by the customer.
• Items refused at delivery without a valid product or shipping issue.
• Orders returned to sender because the customer provided an incorrect or incomplete shipping address.
• Errors that were clearly visible in a digital proof that was approved or automatically approved under the process described in Section 3.

2. When We Will Replace or Refund an Order

We stand behind the quality of our products and embroidery. If we make a mistake or your product arrives with a qualifying issue, we will work with you to make it right.

A free replacement or full refund may be provided when:

• The item arrives defective, such as significant embroidery defects, loose stitching, or material flaws.
• The item is damaged during transit.
• We send a product, size, color, or design different from what was ordered.
• We make a personalization or embroidery error that differs from the information submitted by you or from an approved digital proof.
• Your package is confirmed lost in transit according to our Shipping Policy .

When a claim is approved, you may be offered:

• A free replacement sent to your original shipping address; or
• A full refund for the affected item to your original payment method.

Please let us know your preferred resolution when contacting our support team.

3. Digital Proof & Approval Process

Certain orders involving custom design changes may require a digital proof before production.

This may include requests such as:

• Custom artwork
• Significant design modifications
• Color changes
• Special layout requests
• Non-standard personalization

A digital proof is a visual preview showing how your customized design is intended to appear before production begins.

• When a proof is required, we aim to send it to the email address used for your order within 1–3 business days.
• Proofs and customization communications will be sent from support@kenvoragift.com .
• Please check your inbox and spam or junk folder if you are expecting a proof.
• You may approve the proof or request reasonable revisions before production begins.
• If we do not receive a response within 24 hours after the proof is sent, the proof may be considered approved and the order may proceed to production.

• Review all spelling, names, dates, colors, artwork, layout, and other personalization details carefully.
• Once you approve a proof, or the stated response window expires, production may begin immediately.
• After production begins, changes or cancellations may no longer be possible.
• Kenvoragift is not responsible for customer-approved errors that were clearly visible in the proof.

We strongly recommend checking the email address used for your order regularly after purchasing a product that requires custom artwork.

For standard personalized orders:

Products requiring only standard personalization, such as adding a name, date, or short text, may proceed directly to production using the information submitted during checkout and may not require a digital proof.

If you would like to request a proof for a standard personalized order, please contact support@kenvoragift.com within 12 hours of placing your order.

4. How to Request a Replacement or Refund

If you believe your order qualifies for a replacement or refund under Section 2, please contact us within 7 days of delivery.

Email: support@kenvoragift.com

Please include:

• Your order number.
• A clear description of the issue.
• Clear photographs showing the product, embroidery, damage, or incorrect item.
• A short video when useful to demonstrate the issue.
• Your preferred resolution: replacement or refund.

Our team will review your request and normally respond within 24 hours on business days, Monday through Friday, excluding U.S. public holidays.

5. Refund Processing Time

Once a refund has been approved, we will submit it to your original payment method within approximately 1–2 business days.

After we issue the refund, please allow approximately 5–10 business days for it to appear in your account. Processing times vary depending on your bank, card issuer, or payment provider.

Kenvoragift does not control the processing time of your financial institution after the refund has been submitted.

You will receive a confirmation email once the refund has been issued from our side.

6. Order Changes & Cancellations

Because our personalized products are made specifically for each customer, requests to change or cancel an order must be submitted within 12 hours of placing the order.

To request a change or cancellation, email support@kenvoragift.com as soon as possible and include your order number.

If you contact us after the 12-hour period:

• We will do our best to help, but changes cannot be guaranteed.
• If customization or production has already begun, the order may no longer be modified or cancelled.
• Orders that have already shipped cannot be cancelled.

7. Exceptional Circumstances

We understand that personalized awareness gifts can be connected to important life events and deeply personal circumstances.

Because every personalized Kenvoragift product is created specifically for an individual order, we generally cannot accept returns or cancellations once production has begun.

However, if you experience an unusual or exceptional situation, please contact us at support@kenvoragift.com as soon as possible.

Please include your order number, a brief explanation of the situation, and any information that may help us understand your request.

While we cannot guarantee a refund, replacement, modification, or cancellation in every circumstance, our team will review the situation carefully and work toward a reasonable solution where possible.

8. Payment Disputes & Chargebacks

If you experience an issue with your order, we encourage you to contact Kenvoragift before opening a payment dispute or chargeback with your bank or payment provider.

Most order issues can be resolved more quickly by contacting our support team directly at support@kenvoragift.com .

If a payment dispute is opened, we may provide the payment provider with relevant order records, including order details, tracking information, customer communications, submitted personalization details, and approved digital proofs where applicable.

9. Contact Us

For questions about returns, replacements, refunds, order changes, or personalized products, please contact:

Kenvoragift
Email: support@kenvoragift.com
Website: kenvoragift.com

Support response time:
We aim to respond within 24 hours, Monday through Friday, excluding U.S. public holidays.

Thank you for choosing Kenvoragift and allowing us to create something meaningful for you and the people who matter most.