Refund & Returns Policy

TEffective Date: 24th September 2024

At KW Design Studios, we take pride in creating high-quality personalized mugs for businesses. We want you to be satisfied with your purchase, so we’ve outlined our Refunds and Returns Policy to ensure a fair and transparent process. Please read the following carefully to understand how returns and refunds are handled.

1. Returns Policy

1.1. Eligibility for Returns

Due to the customized nature of our products, we only accept returns in the following circumstances:

  • The product received is damaged or defective.
  • The product received is incorrect (e.g., incorrect design or order).

We do not accept returns for:

  • Change of mind after the design has been confirmed and production has started.
  • Personalized items with no issues of damage or defects.

1.2. Conditions for Returns

To be eligible for a return:

  • You must contact us within 14 days of receiving your product.
  • The product must be in its original packaging and in the same condition you received it.
  • Proof of purchase (order confirmation) is required.

If the return is due to damage, defects, or incorrect items, photographic evidence may be requested to assist with the return process.

1.3. Non-returnable Items

  • Personalized products without any defects or errors.
  • Items that have been altered or used after receipt.

2. Return Process

2.1. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact us: Email us at [email protected] within 14 days of receiving your order. Include your order number, reason for return, and any photos of the product if it’s damaged or defective.
  2. Return Authorisation: We will review your request and provide you with further instructions if your return is approved.
  3. Shipping the Item: If a return is approved, you will need to send the product back to us. We will provide you with the return shipping address. Please ensure the product is properly packaged to avoid damage during transit.

2.2. Return Shipping Costs

  • If the return is due to our error (e.g., incorrect or defective product), we will cover the return shipping costs.
  • If the return is for any other reason, and it qualifies for return under our policy, you will be responsible for the return shipping costs.

3. Refunds Policy

3.1. Refund Conditions

Once we receive your returned product, we will inspect it to ensure it meets the return eligibility conditions. If approved, you will receive a refund based on the following conditions:

  • Full Refund: You will receive a full refund if the item is damaged, defective, or incorrect.
  • Partial Refund: In some cases, a partial refund may be offered if the product shows signs of use or damage that was not part of the original issue.

3.2. Refund Process

  • Once the return is received and inspected, we will notify you of the approval or rejection of your refund.
  • If approved, your refund will be processed, and the amount will be credited to your original payment method within 7-10 business days.

3.3. Late or Missing Refunds

If you have not received your refund after 10 business days:

  1. Check your bank account or payment method.
  2. Contact your credit card company, as it may take some time for the refund to post.
  3. If the refund is still not visible, contact your bank for further details.
  4. If you have followed these steps and still haven’t received your refund, please email us at [email protected].

4. Exchanges

Since all products are personalized, we do not offer exchanges. If you receive a damaged, defective, or incorrect product, please follow the returns process to request a replacement.

5. Contact Information for Returns

If you have any questions or need further assistance with returns or refunds, feel free to contact us:

KW Design Studios
Email: [email protected]
Address: 2 Dunley Way, Lutterworth, LE17 4NP, United Kingdom