Refund Policy

At Kendra Scott Mall (kendrascottmall.com), we want you to be fully satisfied with your purchase of jewelry, personalized gifts, or watches. This Refund Policy outlines the terms and conditions for requesting a refund, including eligibility requirements, processing timelines, and applicable exceptions, to ensure a transparent and hassle-free experience.
1. Eligibility for Refunds
To qualify for a refund, your request must meet the following criteria:
  • Return Window: The request must be submitted within 60 days from the date of delivery of your order. Requests made after this period will not be accepted, unless specified otherwise for defective or damaged items (see Section 4).
  • Item Condition: Returned items must be in their original, unused condition—with all original packaging, tags, and accessories intact. Items that show signs of wear, damage, alteration, or misuse will not be eligible for a refund.
  • Proof of Purchase: You must provide a valid proof of purchase, such as your order confirmation email, order number, or receipt. This helps us verify your order details and process the refund efficiently.
2. How to Request a Refund
Follow these steps to initiate a refund request:
  1. Contact Customer Support: First, send an email to support@kendrascottmall.com with the subject line “Refund Request - [Your Order Number]”. In the email, include:
  • Your full name and order number
  • Reason for the refund request
  • Photos of the item (if claiming damage or defect)
  • Shipping address used for the original order
  1. Receive Return Instructions: Our support team will respond within 1-2 business days to confirm your request eligibility and provide detailed return instructions—including the address to ship the item back to and any required labeling.
  1. Ship the Item Back: Package the item securely (using the original packaging if possible) and ship it to the provided address. We recommend using a trackable shipping service, as we are not responsible for items lost or damaged during return transit.
  1. Await Inspection: Once we receive your returned item, our team will inspect it to confirm it meets the eligibility criteria (see Section 1). We will notify you via email once the inspection is complete—either to approve the refund or explain why it was denied.
3. Refund Processing Timeline & Method
  • Processing Time: After your returned item is inspected and the refund is approved, we will initiate the refund within 1-2 business days. The time it takes for the refund to reflect in your account is 5-10 days from the date of approval, depending on your payment method and financial institution’s processing times.
  • Refund Method: Refunds will be issued to the original payment method used for the purchase (e.g., credit card, debit card, or payment wallet). This ensures the refund is credited directly to you and aligns with secure payment practices.
  • No Additional Fees: We do not charge any restocking fees or administrative fees for processing refunds. The full purchase amount (excluding any customs duties or taxes paid for international orders, which are non-refundable) will be refunded to you.
4. Refunds for Defective or Damaged Items
If you receive an item that is defective, damaged, or incorrect (e.g., wrong style, size, or color) upon delivery, please follow these steps:
  1. Report Immediately: Contact support@kendrascottmall.com within 7 days of delivery, including photos of the item and packaging to document the issue.
  1. Free Return Shipping: We will cover the cost of return shipping for defective, damaged, or incorrect items. Simply follow the return instructions provided by our support team, and we will reimburse your shipping expenses (provide a copy of the shipping receipt for reimbursement).
  1. Refund or Replacement: Once we verify the issue, you can choose between a full refund (processed within 5-10 days) or a free replacement shipment (dispatched within 1-3 business days, with delivery in 6-12 days).
5. Non-Refundable Items
Certain items are not eligible for refunds, unless they are defective or damaged:
  • Personalized Gifts: Items that have been customized with names, initials, or unique engravings (as these are made to order and cannot be resold).
  • Final Sale Items: Products marked as “Final Sale” on the website—these are clearly labeled at the time of purchase, and no refunds or exchanges will be offered.
6. Cancelled Orders & Refunds
If you cancel an order before it is dispatched (see our Shipping Policy for cancellation windows), we will process a full refund within 5-10 days of confirming the cancellation. If the order has already been dispatched, you will need to follow the standard refund process outlined in Section 2 once you receive the item.
7. Contact Us for Refund Inquiries
If you have questions about the status of your refund, need help initiating a request, or have concerns about a denied refund, please contact our customer support team at support@kendrascottmall.com. We will work to resolve your inquiry promptly and ensure your concerns are addressed.