Refund & Return Policy
Last updated: March 2026
We want you to be completely happy with your Prayer Plushie. If something is not right, we are here to help. Please review our return and refund guidelines below.
30-Day Return Window
You have 30 days from the date of delivery to return most items for a refund. After 30 days, we are unable to process a return or issue a refund.
Return Conditions
To be eligible for a return, items must meet the following conditions:
- The item must be unused and in the same condition you received it.
- The item must be in its original packaging, including all tags and accessories.
- You must provide your order number when initiating the return.
Custom T-Shirt Orders
Custom t-shirt orders are final sale and cannot be returned or refunded. Because these items are personalized specifically for you, we are unable to accept them back. Please double-check your customization details before completing your order.
How to Initiate a Return
- Email us at knownandkept@gmail.com with your order number and the reason for your return.
- Our team will respond within 1-2 business days with return instructions and a return shipping address.
- Pack the item securely in its original packaging and ship it to the address provided.
- Once we receive and inspect the returned item, we will process your refund.
Refund Processing
- Once your return is received and inspected, we will send you an email confirming whether your refund has been approved.
- Approved refunds will be credited to your original payment method within 5-10 business days.
- Depending on your bank or credit card provider, it may take an additional billing cycle for the refund to appear on your statement.
Return Shipping Costs
- The customer is responsible for paying return shipping costs for standard returns.
- Original shipping charges are non-refundable (unless the return is due to our error or a defective item).
- We recommend using a trackable shipping method, as we cannot guarantee that we will receive your returned item.
Damaged or Defective Items
If you receive an item that is damaged, defective, or incorrect, please contact us within 7 days of delivery at knownandkept@gmail.com with:
- Your order number
- A photo of the damaged or defective item
- A description of the issue
For confirmed damaged or defective items, we will cover return shipping costs and issue a full refund (including original shipping charges) or send a replacement at no additional cost.
Exchanges
We do not offer direct exchanges at this time. If you would like a different item, please return your original purchase for a refund and place a new order.
Late or Missing Refunds
If you have not received your refund after the stated processing time:
- Check your bank or credit card account again.
- Contact your bank or credit card company, as processing times may vary.
- If you have done both and still have not received your refund, contact us at knownandkept@gmail.com.
Questions?
If you have any questions about our refund and return policy, please reach out to us at knownandkept@gmail.com. We are happy to help.