Refund policy
As all art prints are custom-made to order, we do not offer returns or refunds for change of mind. However, if your artwork arrives damaged or incorrect, please contact us immediately so we can make it right.
To be eligible for a return due to damage or defect, your item must be:
- In the same condition as received
- Unused, in original packaging
- Accompanied by proof of purchase
To start a return, please email kenzy@madebykenzy.com within 3 days of delivery with your order number and photos of the issue.
Important: Items sent back to us without first requesting a return will not be accepted.
Damages & Issues
We take every precaution to ensure your artwork arrives safely. However, if your print is damaged in transit, please:
- Contact us within 3 days of delivery with photos of the damage.
- We will review your claim and arrange a replacement if eligible.
For framed prints, we only offer returns if the item was shipped using our preferred art courier service. If an alternative courier is chosen by the customer, we cannot guarantee a refund or replacement.
Exceptions / Non-Returnable Items
We do not accept returns for:
- Change-of-mind purchases (as each print is custom-made to order)
- Gift cards or sale items
- Custom or personalized artwork
If you have any concerns about your item, please contact us before purchasing.
Exchanges
We do not offer direct exchanges. If you would like a different artwork, you will need to place a new order once your return (if eligible) has been processed.
European Union 14-Day Cooling Off Period
For orders shipped into the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification. Your item must still be in original condition, packaging, and include proof of purchase.
Refunds
Once we’ve received and inspected your return, we will notify you if the refund has been approved or declined. If approved, your refund will be processed to your original payment method within 10 business days.
If more than 15 business days have passed since your refund approval, please contact us at kenzy@madebykenzy.com.
