Return Policy

Overview

All artwork from Kenal Louis is made-to-order through my print partner. Each piece is custom-printed and shipped specifically for you, which means I handle returns a little differently than a typical retail store.

I want you to love your artwork, so here's exactly how returns work:

When Returns Are Accepted

I accept returns and replacements for the following reasons:

Misprints, damaged items, or defective products — submit a claim within 30 days of receiving your order
Wrong item received — contact me within 30 days
Items lost in transit — submit a claim within 30 days of the estimated delivery date
EU customers — 14-day right of withdrawal applies (see EU Customer Rights below)

In all qualifying cases, I cover the cost of replacement or refund. You don't pay shipping for defective or wrong items.

When Returns Are Not Accepted

Because every piece is made-to-order, I cannot accept returns for:

Buyer's remorse — wrong size ordered, changed your mind, didn't like it in person
Personalized or custom artwork — items made to your specifications
Items damaged by the customer after delivery
Returns sent without prior approval

This is standard for print-on-demand businesses, and it's why I encourage you to check size charts and product details carefully before ordering.

How to Request a Return

Email me at info@kenallouis.com within 30 days of receiving your order
Include your order number and photos of the issue (for damaged or defective items)
Wait for approval before shipping anything back
If approved, I'll send you a prepaid return label and instructions

Items shipped back without approval cannot be accepted or refunded.

Refunds

Once your return is approved and processed, refunds are issued to your original payment method within 5 business days. Your bank may take an additional few days to post the refund.

For lost packages or shipping errors, I'll either send a replacement or issue a full refund — your choice.

Cancellations

I gladly accept order cancellations within 4 hours of purchase. After 4 hours, your order has typically been sent to production and cannot be cancelled.

To cancel: email info@kenallouis.com with your order number as soon as possible.

Wrong Address or Unclaimed Packages

If you provide an incorrect address and the package is returned to my fulfillment facility, you'll be responsible for reshipment costs. I'll contact you to confirm the correct address before reshipping.

If a package is returned as unclaimed, the same applies — you'll cover reshipment if you'd like the package sent again.

EU Customer Rights (14-Day Cooling Off Period)

Customers in the European Union have the right to cancel or return orders within 14 days of receipt for any reason, in accordance with EU consumer law.

Important: This right does not apply to personalized or custom-made products, per Article 16(c) of EU Directive 2011/83/EU. Standard artwork orders qualify; custom commissions and personalized pieces do not.

To exercise this right, email info@kenallouis.com with your order number within 14 days of receiving the item. The artwork must be returned in its original condition and packaging.

Damaged or Lost Packages

Please inspect your order as soon as it arrives. If anything is damaged, defective, or wrong, contact me immediately at info@kenallouis.com with photos so I can make it right.

For packages marked as delivered but not received:

Wait 48 hours (sometimes carriers mark early)
Check with neighbors and your local post office
If still missing after 48 hours, contact me to file a lost package claim

Contact

For any return questions or concerns:

Email: info@kenallouis.com
Response time: Within 1-2 business days

If more than 10 business days have passed since I approved your return and you haven't received your refund, please email me again and I'll follow up directly.

Last updated: May 8, 2026