Return Policy

OFFICIAL RETURN AND REFUND POLICY

At Kempain Family Outfitters, we take immense pride in the craftsmanship and quality of our products. Because many of our items are custom-made specifically for you, our return policy is designed to be transparent, fair, and easy to follow.

1. RETURN WINDOW & CONDITIONS

Our standard return notification window is 30 days from the date of delivery. To ensure a smooth experience, please review the specific conditions for our two main collections:

  • THE ORIGINALS (Made-to-Order): Because these items are created specifically for you after your order is placed, they are eligible for return or replacement ONLY if they arrive damaged, misprinted, or defective.
  • THE MERCANTILE (Curated Partner Items): General, non-customized items from our partner brands are eligible for our standard 30-day return window.

2. ACCEPTED VS. EXCLUDED RETURNS

To maintain our commitment to reducing waste and overproduction, we strictly adhere to the following:

  • ACCEPTED: We will provide a full refund or a free replacement for items that are damaged, misprinted, or defective upon arrival.
  • EXCLUDED: We DO NOT accept returns or offer refunds for non-defective reasons, such as buyer’s remorse, change of mind, or ordering the incorrect size. Please consult our size charts before completing your purchase.

3. RETURN METHOD & LABEL

All approved returns are handled by mail.

  • Return Label: Once your claim is verified, we will provide you with a pre-paid return shipping label via email for you to download and print.
  • Drop-off: Simply attach the printed label to your package and drop it off at any authorized shipping location (such as a USPS Post Office or UPS drop-off point) associated with the carrier on the label. We do not offer in-person returns or drop-offs at our Putnam address.

4. RETURN COSTS AND FEES

We believe you shouldn't pay for an error on our part.

  • Return Shipping Cost: $0.00 (Free). If an item is verified as defective or incorrect, we provide the pre-paid label at no cost to you.
  • Restocking Fee: $0.00 (No cost). We do not charge restocking fees for approved returns.

5. REFUND PROCESSING TIME

Once your approved return is received and inspected, we will process your refund within 30 days. The credit will be automatically applied to your original form of payment. Please note that while we process refunds promptly, your financial institution may require additional time to post the transaction to your account.

6. HOW TO INITIATE A CLAIM

If your order arrives in less-than-perfect condition, we want to make it right. Please contact us at hello@kempain.com within 30 days of delivery with:

  • Your Order Number.
  • A brief description of the issue.
  • Clear photos of the defect or damage.

To begin a claim for a damaged or defective item, please contact us with your order number and photo evidence of the defect.