Refund Policy

Refunds
Customers are responsible for entering the correct shipping address at checkout. If an address error occurs, please contact us immediately so we can attempt to intercept or correct the order.

We offer refunds if you meet the following:

  1. Items must be returned in the same condition as you received them using the return label provided by our customer service representatives.
  2. Email us at hello@kaysroyalgifts.com with your Name, Order Number, and reason for requesting a refund.

30-day money-back guarantee. If your return is a non-defective, change-of-mind return, a 30% restocking fee will apply. Once your return is received and inspected, we will process your refund to the original payment method. Refunds are typically processed within 3–5 business days, though your bank or card issuer may take additional time to post the refund to your account.

Do not send your purchase back to the address from which it came. Please wait for return instructions and a return label from customer service.

Returned to Sender / Incorrect Address

If you provide the wrong address and your order is returned to us by the carrier:

  • We will contact you. You may choose to have us reship the order; a shipping and handling fee will apply to cover reshipment costs.

  • If you choose not to have us reship the order, we will refund the order minus original shipping costs and minus a 30% restocking fee.

If a returned package is refused by the manufacturer or destroyed by the carrier, or the package is lost in transit and we do not receive it back:

  • If we cannot recover the package or confirm its return, we will offer a 50% store credit toward a new item (or, if you prefer and the carrier confirms loss, we will issue a refund according to our lost-package investigation policy).

If the package was shipped to the correct address but was returned undelivered:

  • We will reship to the same address free of charge. If you want to change the address at that point, you will be charged the shipping and handling fee for reshipment.

Lost, Delayed, or Undelivered Orders (Carrier Investigations)

If your package hasn’t arrived within 14 days after the estimated delivery date, please contact us at hello@kaysroyalgifts.com with your order number and we will open a carrier investigation immediately on your behalf.

If the carrier confirms a loss, we will refund or resend the order (your choice) as soon as the investigation is complete. If the carrier cannot confirm delivery or the package is still unresolved after the carrier’s investigation, we will offer either a refund or a 50% store credit, depending on the investigation results and available evidence.

Order Cancellation

All products are printed on demand and made especially for each customer at the time of order. Because of this, we can only cancel or modify orders within the first 12 hours after purchase if production has not yet started.

Personalized items (engraved jewelry, custom prints, or items marked “personalized”) cannot be cancelled once production begins. If you need a cancellation, contact us immediately at hello@kaysroyalgifts.com and we will advise if cancellation is possible.

Clearance Items

Items sold on clearance cannot be returned or refunded. They may not include original packaging and are sold as-is. We make no guarantees about the condition of clearance items unless otherwise stated in the item description.

Warranties

Our standard return and replacement window is 30 days from the date your tracking shows your order was delivered. If 30 days have passed, we generally cannot offer standard refunds; however, we may consider warranty claims or exchanges on a case-by-case basis for manufacturing defects. Please contact support and include photos of the issue.

International Shipping

Customs duties, taxes, and charges are not included in our base price. These are the buyer’s responsibility, as customs regulations vary by country. Please check with your local customs office for details.

Contact Us

For inquiries and any other concerns, please contact us:

We aim to respond to all messages within 1 business day. We treat customers like family and will do our best to make it right.