KB Customs cut each item to order and as such cannot be refunded once an order has been placed. We are happy to accept returns on any defective items by prior arrangement within 14 days of sale. If there is an issue with a custom order then, at the management’s discretion, we may offer an exchange.
Please contact us to discuss any items you wish to return before doing so. You will need to cover the postage costs of any returns. Please note, mistakes made by the customer during ordering (such as selecting the wrong size, font or delivery option accidentally or misspelling a word) do not count as faults so please check your cart carefully before completing your order. We will then either approve or decline the request for a return. Where returns can be made, we will provide details on how to return the item.
Your right to return goods is protected under EU Distance Selling Directive.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 working days. Refunds do not include postage costs.
Digital Download Products
To purchase a file from KB Customs you must first create an account with us. Your account can be accessed at any time via the My Account page. Immediately after purchase your file download link can be accessed via your account. All plans are provided in a zipped folder in DXF and SVG format.
You will need software that can open DXF or SVG files in order to use them. Files are limited to a maximum 3 downloads per purchase. If you experience any problems when downloading or opening these files please contact us via email to attempt to resolve any issues you may face. All digital downloads are excluded from refunds and exchanges.
Damage Caused By Courier Service / Missing Parcels
KB Customs use Hermes Courier Service to deliver all parcels. Each package is insured to the appropriate value and all orders also require a signature on delivery.
If a claim is made for damage, the recipient must keep all packaging and any damaged items for inspection until the claim is resolved. Collection of the item may be arranged before settlement of the claim.
Hermes Courier Service may also contact the recipient of the parcel and ask them to complete a damage questionnaire and/or photograph the item and the packaging. If a claim for loss or disputed delivery is made, the recipient may be asked to confirm that the item was not delivered.
If there is an issue with an order arriving damaged or not received, we will arrange a claim through Hermes Courier Service. Once the claim is settled a replacement item shall be sent or a refund provided.