Refund policy
Cancellations
Because fulfillment processing and production begin shortly after an order is placed, cancellations for all orders must be requested within 48 hours of placing your order.
If you need to request a cancellation after this 48-hour window, please contact us at contact@kimmelcrafted.com. Please note that once production has started, standard and made-to-order items cannot be canceled and must instead go through our standard return process upon delivery.
After this 48-hour window, custom and bespoke orders are strictly final sale and cannot be canceled or returned at any time.
Returns
We have a 2-day return authorization policy, which means you have 2 business days after receiving your item to request a return.
To be eligible for a return, your item must be in its original, uninstalled condition, and in its original crating and packaging. You’ll also need the receipt or proof of purchase, along with clear photos of the item and its packaging. Custom and bespoke orders are final sale.
To start a return, you can contact us at contact@kimmelcrafted.com. If your return is accepted, we will send you instructions on how and where to send your package. For trade account orders, a 20% restocking fee applies and refunds are issued as company credit. For retail orders, a 25% restocking fee applies and refunds are issued to the original payment method. The authorized item must be received within 10 business days of the authorization date. Items sent back without first requesting a return will not be accepted.
You can always contact us for any return questions at contact@kimmelcrafted.com.
Damages and issues
Please inspect your order upon delivery and contact us at contact@kimmelcrafted.com within 2 business days if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Please include clear photos of the item and its packaging in your email. If an item arrives damaged or with a defect, all restocking fees are waived, and we will coordinate a repair or replacement.
Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom, bespoke, or consigned orders, which are final sale. Please get in touch if you have questions or concerns about your specific item.
Exchanges
We do not process direct exchanges. The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted and processed, you can make a separate purchase for the new item. Please note that all returns are subject to applicable restocking fees: trade accounts incur a 20% restocking fee with the refund issued as store credit, while retail customers incur a 25% restocking fee with the refund issued to the original payment method.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, your refund will be processed within 30 days. For trade accounts, a 20% restocking fee applies, and the refund will be issued as company credit for immediate use once processed. For retail customers, a 25% restocking fee applies, and the refund will be issued to your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.