We want you to be fully satisfied with your purchase. If you are not completely happy with your order, we’re here to help. Please read our Refund and Returns Policy carefully to understand your rights and our procedures.
1. Return Eligibility
To be eligible for a return, your item must meet the following conditions:
- Item must be unused, unworn, and in the same condition that you received it
- Item must be in its original packaging
- Return request must be made within 30 days of delivery
- Proof of purchase (order confirmation or receipt) is required
Please note that certain items may not be eligible for return, including:
- Items marked as final sale or clearance
- Items that have been used, washed, or damaged after delivery
- Items returned without original packaging
2. How to Request a Return
If you would like to initiate a return, please contact us at:
Email: connect@kentnelly.com
Please include the following information in your email:
- Order number
- Product name
- Reason for return
- Photos of the item (if damaged or defective)
Once your request is reviewed and approved, we will provide return instructions.
3. Return Shipping
- Customers are responsible for return shipping costs unless the item is defective or incorrect
- We recommend using a trackable shipping service
- We are not responsible for lost return packages during transit
4. Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
If approved:
- Refunds will be processed to your original payment method
- Processing time is usually 5–10 business days, depending on your payment provider
Please note:
- Shipping fees are non-refundable (unless the return is due to our error)
- Refund timing may vary depending on your bank or payment provider
5. Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.
We may offer:
- A replacement item
- A full refund
- Or partial compensation depending on the situation
We may request photos or videos as proof to process your claim.
6. Exchanges
We currently do not offer direct exchanges. If you would like a different item, please return your original purchase and place a new order.
7. Late or Missing Refunds
If you haven’t received your refund yet:
- Check your bank account again
- Contact your credit card company (it may take some time before your refund is officially posted)
- Contact your bank for processing delays
If you’ve done all of this and still have not received your refund, please contact us at connect@kentnelly.com.
8. Order Cancellation
Orders can only be canceled within 12 hours of purchase, before they are processed or shipped.
After this time, we cannot guarantee cancellation.
9. Contact Us
If you have any questions about returns or refunds, please reach out:
Email: connect@kentnelly.com
We are always happy to assist you.