Kyle Design Returns & Exchange Policy

Kyle Design has been known for high quality craftsmanship and excellent customer service since 1982. We feel confident that you will be pleased with your items and the service you receive. Visit our FAQs page for answers to the most commonly asked questions.

If you are not completely satisfied with your purchase, you may return or exchange any eligible items* with no questions asked within 30 days of shipment.

We will accept postage paid returns only after a Return Merchandise Authorization (RA) has been obtained. Please contact us via email or call us at (800)551-5939 to request an RA number.

Late or ineligible items will not be returned to you unless you request it within 7 days of our receiving the package (new shipping charge will apply).

*Items eligible for return or exchange must be unused and in factory new condition. All original packaging must be included. Items that are not eligible for return include special order items, special order quantities, engraved items, damaged pieces, installed electrical devices, installed switch plates, Touch Plate ZoneZ relay panels, and custom decorative switchplates.

We will gladly fix or replace items with manufacturing defects for a period of 90 days from the date of purchase, with the exception of retractable key rings and ID badge reels**. Damage caused by misuse or normal wear and tear is not covered under the warranty.

**We must be contacted within 15 days of purchase if you have received a defective ID name badge or key reel. Lifetimes of reels vary according to usage, and we therefore cannot be held responsible for normal wear and tear of cords and springs. The warranty is null and void for retractable reels with cords that are fully extended, frayed or kinked.

An automatic email confirmation is generated and sent for every order that is placed, whether online or by phone. Once an order is placed, it is the customer's responsibility to review the email confirmation for errors and contact us immediately if changes are needed. If you did not receive an email confirmation for your order, please check your spam or junk mail folder before contacting us.

We make every effort to ship your order quickly and accurately, however mistakes do happen from time to time. In these situations, we will promptly ship you the correct item with a return mailer for any incorrect items you received, however we will not refund original shipping costs.

We do not make any guarantees, express or implied, about when your order will arrive or what it will contain. We are not responsible for any losses incurred on your part if items do not arrive as expected. Replacement items will be shipped via standard shipping only. We not responsible for upgraded shipping costs for a replacement. If a customer needs the item more quickly, they will be responsible for upgraded shipping costs.

We reserve the right not to ship orders if there is a typographical error, incorrect price, website malfunction or other issue that affects the price or description of a product. We will contact you first if this situation occurs.

Please be sure your shipping address is accurate and complete as we must pass on fees associated with address corrections. Orders with incorrect or incomplete addresses, or which have been rerouted to a different address, will be billed the UPS $10 address correction fee ($11 for air shipments) at a later date.

Electrical devices that have been installed or that are not in factory new condition are not eligible for return or exchange credit. We do not accept back any electrical device which has been installed or appears to have been installed, the determination of which will be made at our discretion.

All electrical devices are tested before they leave the factory, so if you have installed a device and believe it is defective, you must contact the manufacturer directly for repairs or exchanges. See the bottom of our FAQs Page for electrical device manufacturers' phone numbers.

Touch Plate ZoneZ Relay Panels
This policy pertains to the Touch Plate ZoneZ 6 Relay Panel, Touch Plate ZoneZ 12 Relay Panel, and Touch Plate ZoneZ 18 Relay Panel. These relay panels are made to order, and are not eligible for return or exchange.

It is very important to pack your switchplate returns carefully as they can be easily damaged if not correctly packaged.

• Switch plates must be in their plastic bags with the screw packs on the back. Loose screws must be secured by taping onto the back of the plates.
• The plates must be stacked FRONT to FRONT and BACK to BACK so that the screw packs are not facing the front of any plate.
• The plates then must be tightly wrapped in newsprint, and finally packed into a box, not a padded envelope. The sharp edges of the screws combined with the weight of the plates invariably causes dents and scratches during shipping if not packaged as described, rendering them ineligible for return or exchange credit.
• Special order plates, damaged plates, and plates that have been installed are not eligible for exchange or credit.

Custom Switch Plate Return Policy
This policy pertains to all decorative switchplates with etched metal design overlays. (These are all made-to-order. Our standard return policy applies to plain undecorated switchplates. Special order plates are not eligible for return credit.)

• Any decorative switch plate is considered a custom order switchplate, and therefore is not eligible for credit or exchange, as we custom make these switchplates for you. (There are more than 10,000 possible plate combinations, most of which may never be ordered again by anyone!) We are confident, however, that you will be pleased with the quality and look of the plates.

Short ship claims must be made within 5 days of receipt of the package. All items listed on an invoice should be in the box. Backorders are not listed.

If you believe you have been short shipped an item, please first double-check all packing materials. Please repackage all items in the box exactly as sent with the original packing materials, call us for a return authorization, then send the package back to us for inspection.

We record the weight of every shipment to the hundredth of a pound. We will compare weight, packing materials and shipping notes to determine if there was a short ship.

If we determine that there was a short ship, we will only replace the exact item claimed. No other changes/exchanges will be allowed. We will then reship the whole order to you.

We have been packing and shipping gift items for nearly thirty years now and very carefully package your items. If damage does occur in transit it is usually the responsibility of the transportation company.

If your item was shipped via UPS and arrived damaged, you must contact us that we can file a claim with the shipper. You must save all packing materials so the UPS representative can inspect the package and make a determination of responsibility.

If you feel item damage was not caused during shipping, you must return it to us for inspection first. Please contact us for a return authorization within 2 days of receipt. Item must be received back within 15 days from time return authorization is issued. We will make a determination within 5 days of receipt of the items back at our studio.

Claims take about two weeks to process.

If an item is out of stock or quantity purchased is above our normal stocking levels, the customer will be notified. Orders will be held until they can be shipped complete. If the customer prefers that the remaining order be shipped immediately, they either may request that the back order item be split from their order and placed on a new order, or they may cancel the back ordered item(s), and reorder them at a later time. Customer is responsible for shipping charges on back ordered items split from an original order at their request. Customer is also responsible for shipping charges on new orders they may place at a later time for items that had been on back order.

Please call or email us immediately if you need to cancel an order. Orders cannot be canceled after they have been sent to processing. Please Login to Your Account to determine your order's status. Orders with a status of "Recent" may still be cancelled.

Shipped orders that are refused are subject to all return policy fees, plus the UPS $10 return shipping fee.

To review any of the above information, please click Returns & Exchanges, Short Ship Claims, Backordered Items, Order Cancellation Policy, Switch Plates, Electrical Devices, Defective Items, Damaged Items or Accuracy.