Refund policy

Return and Refund Policy

We are committed to ensuring that our customers are fully satisfied with their custom keychains. Because each order is uniquely crafted to meet your specifications, please review our return policy carefully.

We do not provide refunds for general returns, but we do accept returns for refunds under certain conditions, such as if the product is defective or damaged during shipping.

If your item arrives damaged, please contact us as soon as possible and provide a photo or video of the damage to help us process your request.

Returns for Damaged Products:

  • If your product is damaged during transit, you may return it to us for an exchange. We will ship a replacement item to the same address as soon as we receive the damaged product back.
  • If you prefer a refund, we will issue the refund to your original payment method or provide you with a gift card for the same value. Gift cards do not expire.

Please ensure that any returns are made in accordance with our policy to help us process your request quickly.

Requesting a Return or Replacement
   - Contact Customer Service: Email our customer service team at katchpatch@gmail.com within 14 days of receiving your order if you need to request a return or replacement. Please provide:
     1. Your order number
     2. Photos of the product clearly showing any defects or errors (for defective or incorrect items)
   - Approval and Instructions: Our team will review your request and respond with further instructions.

Processing Refunds and Replacements
   - Replacement Orders: Once we receive and verify the returned item, we will begin processing your replacement order immediately.
   - Refunds: Refunds are processed within 5-7 business days once the return is received and inspected.
   - Non-Refundable Items: Shipping fees are non-refundable, and any items damaged due to improper handling are ineligible for return.

Cancellations and Changes to Orders
   - **Changes to Custom Orders:** Once an order for a customized keychain is placed, it cannot be modified or canceled after production has begun. Contact us as soon as possible if changes are needed.

 

This policy aims to balance customer satisfaction with the company’s need to manage costs associated with custom items.