Refund policy

We accept returns of eligible, non-custom physical products requested within 14 days after delivery.

Eligibility

To be eligible for a return, the item must be unused, in its original condition, and accompanied by proof of purchase. Custom, personalized, and made-to-order products are final sale unless they arrive defective, damaged, or different from what was ordered. Digital patterns and other downloads are final sale after delivery, except when the file is defective or the customer was charged more than once for the same purchase. Gift cards and sale items are final sale.

Starting a return

Email makenzie.quilts@gmail.com before sending anything back. If the return is approved, we will provide return instructions. Approved returns should be mailed to Kenzie Quilts, 215 Quail Ridge Ct, Decatur, TX 76234, United States. Items returned without prior approval may not be accepted.

Return shipping

The customer is responsible for return shipping costs unless the item is defective, damaged, incorrect, or the return is required because of an error by Kenzie Quilts. Original shipping charges are not refundable unless required by law.

Custom order cancellations

Custom and personalized orders may be canceled before production begins. Contact us as soon as possible. Once materials have been cut, embroidery has begun, or other production work has started, the order cannot be canceled unless Kenzie Quilts agrees otherwise.

Damaged, defective, or incorrect items

Please inspect your order when it arrives and email us promptly if it is defective, damaged, or incorrect. Include your order number and clear photos when possible so we can evaluate the issue and make it right.

Refunds

We will notify you after we receive and inspect an approved return. Approved refunds are issued to the original payment method. Please allow up to 10 business days after approval for the refund to be processed, plus any additional time required by your bank or card issuer. If more than 15 business days have passed since approval, email makenzie.quilts@gmail.com.

European Union cooling-off rights

If merchandise is shipped into the European Union, applicable mandatory consumer cancellation and return rights still apply. Custom-made or clearly personalized goods and delivered digital content may be subject to lawful exceptions. This store currently ships physical goods only within the United States.