Refund policy

RETURN POLICY

We want every customer to have a positive experience and we do our best to work with individual situations fairly.

We have a 60 day return window that begins on the day your order is marked as delivered. To start a return or ask a question about a return, please email support@kinnsley.com before sending anything back. Items sent back without prior approval may not be accepted or refunded.

CANCELLATIONS

Once an order is placed, it immediately enters our processing system. Customers have up to 2 calendar days from the time of ordering to request a cancellation if the order has not yet been shipped.

If the order has already entered fulfillment, been processed, or been handed to the carrier, it cannot be cancelled. In those cases, the order must be delivered first and then handled as a return under the guidelines below.

UNOPENED AND UNUSED ITEMS (60 DAY WINDOW)

Unopened and unused items may be eligible for a full refund when returned in original packaging and original condition. Depending on the situation, return shipping may be the customer’s responsibility. Once the return is received and inspected, approved refunds are issued to the original payment method.

OPENED OR USED ITEMS (60 DAY WINDOW)

We understand that some customers need to open or try items in order to determine if they are suitable. Opened or lightly used items can still be eligible for a refund within the 60 day window as long as there is no significant damage or misuse.

Due to hygienic, logistical, and international fulfillment factors, opened/used items may require return shipping to our evaluation facility and return shipping costs may be the customer’s responsibility. In certain cases, alternative solutions may be offered at our discretion to save customers time and shipping expense.

DEFECTIVE, DAMAGED, OR INCORRECT ITEMS

If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery so we can evaluate the issue and make it right. In these cases, return or replacement accommodations are handled at our expense. Proof of issue (such as photos) may be required.

IN TRANSIT AND DELIVERY RULES

Once an item has shipped, it is the responsibility of the carrier to complete delivery. Occasionally there may be shipping delays or limited tracking updates, especially around holidays or during high volume periods. These situations do not qualify an order as undelivered or lost.

If tracking shows movement or scans, the order must complete delivery before any return or refund request can be processed.

If a package is marked as delivered but not located by the customer, we assist in opening a carrier trace. Refunds cannot be issued until carrier investigation is completed.

SIZING ISSUES

Returns and refunds are not accepted for sizing-related reasons. Our products are designed to fit waist sizes 25-47 inches (64-119 cm), and this sizing information is clearly displayed on our website. Customers are responsible for confirming sizing before placing an order. In very rare cases, we may offer a partial refund at our sole discretion, but this is not guaranteed.

EXCLUSIONS

For hygiene and safety reasons, certain personal-use products may not be eligible for return if heavily used or damaged. Unauthorized returns, returns without approval, and returns sent to the wrong location may not be accepted or refunded. Gift cards, promotional items, or items marked as final sale are not eligible for return.

REFUNDS

Once an approved return is received and inspected, refunds are issued to the original payment method. Processing times vary depending on the customer’s bank. If more than 15 business days have passed since refund approval and it is not reflected in your account, contact us at support@kinnsley.com.

INTERNATIONAL RETURNS

Some returns may require shipment to our international facility. In these cases, customers are responsible for ensuring the package is sent to the correct location with a traceable method. Due to customs, inspection and transit, international return timelines may vary.

CONTACT

For any questions about returns or cancellations, email support@kinnsley.com. We are always happy to assist and review each situation individually.