Returns, Refunds and Shipping
We want you and your swag recipients to have the best swag experience. We strongly recommend you and your swag recipients inspect all items upon receipt. If there is an issue with your swag, we want to make it right. All requests for a refund or credit must be submitted to our Customer Experience Team within 14 days of any recipient’s receipt of swag. Refund or credit requests should be submitted to firstname.lastname@example.org by email or via chat on our website. Refund requests will be subject to a 10 day review period. Our current estimated production lead time is 3-4 weeks but may vary due to a variety of factors (including but not limited to weather, natural disasters, strikes, lock-outs, labor shortages, transportation issues, shipping issues and pandemics). Orders exceeding 500 units may be subject to longer lead times. We are able to request RUSH production on select products for a fee and reduce the timeline by approximately 5 business days. RUSH production is not applicable to any fully custom knit product, Yeti products and any item that ships from non-US suppliers. Although we are able to take requests for in-hands dates, we aren’t always able to execute all items in an order by the date requested. To that end, we do not guarantee in-hands dates and will not be able to refund orders for missing a requested date. Due to the custom nature of our product offering, once your order has been approved for production, we are unable to cancel the order and fully refund or credit it.
Upon our review of your refund request, we will either replace the items, if possible, or issue a credit or refund for such items on all reasonable and valid claims. Decoration and imprint method results may vary compared to the mock-ups that were approved. Mockups are meant to be a digitized visual representation of the final product but are by no means the exact results of the final product. As such, any request for a refund will be assessed for accuracy against the approved mock-ups and brand colors submitted and approved or denied based on what is reasonably achievable within each imprint or decoration method. Errors that are uncommon but are eligible for a refund, account credit or replacement items are as follows:
- Items are printed or decorated with the wrong colors entirely or more than a 2 shade difference in color
- Incorrect font(s) used
- Incorrect imprint or decoration method used
- Logo or decoration size varies by +/- 0.5” (Industry Allowance Standard)
- Base product color is incorrect or was misrepresented in digital imagery
- Logo or decoration placement varies compared to approved location
- Items arrived with product quality defects: dents, significant scratches and/or tears in apparel items
Damaged Items If you discover broken and/or damaged items, please provide photos of the damaged or broken products. Upon review, we will either replace the damaged products, if possible, or issue a credit or refund. Please note that KENNA is not responsible for how an item is cared for once in the hands of a recipient. Below are some basic guidelines for a few of our items:
- All drink ware is suggested to be hand washed only regardless of imprint method.
- Apparel items that have a heat transfer or screen print application should be washed inside out in cold water and laid flat to dry.
KENNA is not responsible for any decorations that are damaged due to improper care of items and therefore is unable to offer any refunds, credits or replacement items due to an issue of this sort. To be eligible for a full refund or credit, certain items must be returned to us. If merchandise is already in hand of multiple recipients and you do not feel it would be a good experience for them to send their swag back to us, we will provide a 50% refund for the purchase price of the affected items in the form of shipping credits, a credit on a future order or return the funds to your original form of payment. If the items are received in bulk and can be returned easily, KENNA will provide a return shipping label in order to send back the items. Once we receive your qualifying return and approve your refund or credit, you will be able to choose whether to receive a credit or refund of your payment.
Items Not True to Size Prior to placing your order, our Product Team can help you with sizing for all products available in the catalog and recommend the best options based on desired fit preferences. We strongly recommend confirming sizing for specific products before ordering. If you discover the items you ordered are not true to size as advertised, please notify us. Upon review, we will either replace the items with corrected sizing, if available, or recommend alternative products. In either case, the original items must be returned undamaged and unused. KENNA does not provide exchanges of merchandise. Sizing across apparel can vary and comes in unisex, men’s and women’s sizing. It’s important to confirm which style you are purchasing. Once a recipient chooses a size and they have received their item(s), we are unable to exchange the item for another size.
Missing Items in Swag Kits: Please confirm with your swag recipients that all the swag items were properly received. If you find that there are missing items in any of the packs, we will either replace the missing items, if possible, or issue a refund or credit in the amount of the missing items.
Notice Regarding 3rd Party Items: Please note that while KENNA may allow customers to use the KENNA to store, manage and ship third party items that are not otherwise offered by KENNA, KENNA cannot guarantee the quality of such items. As a result, we are not responsible for such third party items in the event that they break, are lost during shipment or become damaged during shipping or otherwise, and such third party items are expressly excluded from this policy. Additionally, KENNA, in its sole discretion, has the right to accept or reject any third party items for any reason. KENNA will promptly notify you if it rejects any third-party items. If an item is lost in transit due to incorrect information, KENNA will not refund or credit the 3rd party charge. If an item is lost in transit due to carrier error, KENNA will refund the 3rd party charge.
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