All personalized and custom-made items are not eligible for a return, exchange, or refund. All sales are FINAL.

We have a 30-day exchange/refund policy (from the date of delivery), which means you have 30 days after receiving your item to request an exchange or refund. 

To be eligible for an exchange or refund, the item must not have been delivered to the customer’s chosen shipping address (i.e., the tracking number assigned to the customer must demonstrate that the order never arrived at the client’s chosen shipping address), the item must arrive broken, damaged, or the item sent to the customer must be the wrong item (i.e., wrong SKU or color).

Blurry, smudged, dark, or unclear pictures that are engraved into a necklace are NOT eligible for a refund or exchange. The only exception is if a client receives an order with a name and/or picture that was not uploaded and ordered by them.

The client must send an email to offical@kezodesign.com stating their name and order number and explaining why they believe their order was misplaced, damaged, broken, and/or wrong and must also attach proof (i.e., a photograph) of the described item in order to solicit an exchange, refund or replacement.

If the client’s request is accepted, we’ll proceed with a replacement and/or refund in 10 to 14 business days.

Replacement orders can be made only for the same item ordered or for an item with equal pricing. If a customer wishes to make an exchange for an item priced higher than their initial order, the exchange will require the customer to pay for the difference in pricing for the items in said exchange. 

You can always contact us for any questions at offical@kezodesign.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective or damaged or if you received the wrong item so that we can evaluate the issue and make it right.

Non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Refunds will only be issued if an order arrives broken, damaged, defective or if the order was undelivered.

As mentioned before, all sales are final. 

Exchanges
The fastest way to ensure you get what you want is to follow the stated procedure above.

You’ll need the receipt or proof of purchase to be eligible for an exchange. You must also send us an email explaining what it is you did not appreciate in your order and attach a picture of any torn, wrongly made, or damaged items.

Refunds
All sales are final, and no refunds are provided unless the item is never delivered, broken, or damaged.