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Home
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Help
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Returns & Exchanges
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Returns, Exchanges and Allowances
For over twenty-five years now, Kyle Design has been known for high quality craftsmanship and excellent customer service, and our work is carried in many of the finest craft galleries in the country. We feel confidant 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, you may return or exchange any unused item with the exception of special order items, engraved pieces, damaged items, installed devices or switchplates, or custom switchplates (see next section below) with no questions asked within 15 days of receipt for a restocking fee of 15%.
- For purchases made during the month of December, we allow exchanges on eligible items past the standard 15 day return period. Exchanges will be allowed up to January 8th.
- Returns MUST be received within 30 days of the original ship date. 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).
- We must charge a restocking fee because nearly every item on our site is a custom piece, as we allow you to choose metal finishes, colors and designs. Additionally, as our items are not mass-processed and shrink-wrapped in boxes, we must inspect every item returned to us for damage or use.
- Switchplates can be easily damaged if improperly packaged for return and all plates must be carefully inspected upon return receipt.
- Switchplates that have been installed are not eligible for return or exchange credit.
- Electrical devices that have been installed 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.
- We will gladly fix or replace items (with the exception of ID badge reels**) with manufacturing defects for a period of six months from the date of purchase. We cannot be held liable for damage caused by misuse or normal wear and tear. **Defective Id name badge or key reels must be returned within 30 days of purchase. Lifetimes of reels vary according to usage, and we therefore cannot be held responsible for normal wear and tear of cords and springs.
- Customer damaged items are not eligible for credit.
- Special Order Quantities: We keep estimated quantities of items in stock based on average sales. If you order a large quantity that we must order specifically for you, these stock items are thereby considered a special order and therefore not eligible for return credit.
- Orders canceled after shipping or that are refused are subject to all return policy fees, plus return shipping costs.
- We will repair or replace any engraved items that are deemed defective, however no refunds or changes are allowed.
- Accuracy: 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.
- 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.
Returns
We will accept postage paid returns only after a return merchandise authorization (RA) has been obtained. Please contact us via email to request a RA number.
- Returns MUST be received within 30 days of the invoice date or no credit will be given.
- An RA is REQUIRED. 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).
- A return authorization is required so that we can confirm you understand how to safely package items for return shipping.
- Returned items must be unused and in their original packaging, must include a copy of the original sales receipt, and must be carefully packed and returned in a box, not in a padded envelope.
- Shipping charges are not refundable and we do not pay for return shipping costs.
- Credit cannot be given for engraved, damaged, used, installed, custom or special order items.
- Switchplates that have been installed are not eligible for return or exchange credit.
- For eligible switch plates, you will be credited the cost of the item less the 15% re-stocking fee within 5 days of our receiving the delivery.
- When making an exchange, we require customers to review new exchange order and confirm that it is correct before we will process it. We want to make sure that you are getting exactly what you wanted. Please read our Exchange Order Error Release for more information.
- We photograph all improperly packaged returns
- We are not responsible for weather caused delays in the arrival of your package and do not credit shipping costs. UPS also does not give credit for shipping costs in such situations.
Switch Plate Return Shipping Instructions
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. 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.
- 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 switchplates with a design overlay. (These are all made-to-order. Our standard return policy applies to plain undecorated switchplates. Special order plates are not eligible for return credit.)
- You may return any single toggle made-to-order plate, with a limit of six single toggle plates, within 15 days of receipt for a restocking fee of 15%.
- Switchplates can be easily damaged if improperly packaged for return, so all plates must be carefully re-inspected upon return receipt and hence the need for the restocking fee.
- Any switch plate other than a single toggle 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, many of which may never be ordered again by anyone!)
- If you have any doubts or questions about whether you will like a particular design or color combination, please order a single toggle plate first to inspect it. We are confident, however, that you will be pleased with the quality and look of the plates.
- Plates returned for exchange must be sent in a box, not a padded envelope. Please read how to package switchplates for return shipping in the above section.
- Damaged plates are not eligible for exchange or credit.
Switch Plate Discount Policy
The 15% discount applies when purchasing and keeping six plates on a single order.
- If you return plates (except for exchange) and the quantity kept falls below six plates, original order pricing will be recalculated to non-discount pricing.
- If you exchange plates and keep at least six plates, we will still honor the discount.
Short Ship Claims and Allowances
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 will compare weight in ounces, 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.
Items Damaged In Shipment
We have been packing and shipping gift items for over twenty 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 UPS to file a claim. 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 5 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 back at our studio.
- Claims take about two weeks to process.
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