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RETURN POLICY​

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Last updated: 1.11.2025

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Thank you for shopping at Kayla Makenzie! We take pride in offering high-quality, custom-made fine art prints, and we want you to be completely satisfied with your purchase. Please read our Return Policy carefully to understand how returns and exchanges are handled for our made-to-order products.

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1. Made-to-Order Policy

All of our prints are made to order, which means each piece is crafted specifically for you after your purchase is confirmed. Due to the custom nature of our products, we do not accept returns or exchanges unless the item arrives damaged or defective.

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2. Damaged or Defective Items

We take great care in packaging our art prints to ensure they reach you in perfect condition. However, in the event that your item is damaged during shipping or is defective, we are happy to assist you.

If your item arrives damaged or defective:

  • Please contact us within 7 days of receiving your order.

  • Provide us with photographic evidence of the damage or defect.

  • Once we receive your email and review the information, we will arrange for a replacement to be sent at no additional cost, or offer a refund for the full amount, depending on the circumstances.

Important: Please keep all packaging materials and the product in the same condition in which it arrived. This helps us resolve the issue quickly and efficiently.

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3. Order Accuracy

As all items are custom made to order, please ensure that the details of your order are correct before completing your purchase. Double-check the size, framing option (if applicable), and shipping address to avoid any mistakes. Unfortunately, we cannot accept returns or exchanges for errors in the order that are not caused by us (e.g., ordering the wrong size or providing an incorrect shipping address).

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4. Non-Returnable Items

Because our products are custom-made for each customer, we do not accept returns or exchanges for:

  • Items ordered in the wrong size, color, or style.

  • Changes of mind or personal preference.

  • Products that are used, damaged, or altered after delivery.

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5. Exchanges

We do not offer exchanges, but if you receive a defective or damaged item, we will work with you to ensure a replacement is issued in the proper condition. You may also return the damaged item for a full refund as per our return process.

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6. Refunds

Refunds are only offered for orders that arrive damaged or defective, as outlined in our Damaged or Defective Items section. If a refund is issued, it will be processed to the original payment method used for the purchase.

Please allow up to 7-10 business days for your refund to appear on your statement, depending on your bank or payment provider.

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7. Shipping Costs

  • Shipping fees are non-refundable. If you receive a damaged or defective item, we will cover the cost of return shipping for the defective product, and we will ship your replacement free of charge.

  • For returns that are not due to damage or defect (which we do not accept), the customer is responsible for all return shipping costs.

 

8. How to Initiate a Return or Report a Problem

If your order has arrived damaged or defective, or if you have an issue that needs to be addressed, please follow these steps:

  1. Contact us at [your email address] within 7 days of receiving your order.

  2. Provide your order number, name, and a detailed description of the issue (including photos of the damage or defect).

  3. Once we review the issue, we will provide you with instructions on how to proceed with a replacement or refund.

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9. Contact Information

If you have any questions or need assistance with your return, please do not hesitate to contact us. We’re here to help and ensure your satisfaction!

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Email: Kayla@kaylamakenziemedia.com​

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Thank you for choosing Kayla Makenzie for your art needs. We value your business and are committed to delivering artwork that adds beauty to your life.

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