Refund policy
Refund Policy
We want you to be happy with your purchase and are here to help.
Print-on-Demand Items (Apparel, Drinkware, Phone Cases, Home & Gifts) These items are printed to order. Because each item is made specifically for you, we are unable to accept returns or exchanges for change of mind, incorrect size or option selection, or personal preference.
If your item arrives damaged, defective, misprinted, or incorrect, contact us within 30 days at info@katespain.com. Please include:
- Your order number or proof of purchase
- Several clear photos showing the issue (use a measuring tape if helpful for print alignment issues)
In most cases we'll send a brand-new replacement or issue a refund at no cost. There's no need to send anything back; you can keep the original.
Fabric & Studio Items Every studio order is checked and packed by hand in our Bridgeport, Connecticut studio. Because of that, we are unable to accept returns or exchanges for change of mind or personal preference.
If we made a mistake with your order, or your item arrives damaged, contact us within 30 days of delivery at info@katespain.com with your order number and a few clear photos. We'll make it right with a replacement or a full refund, at no cost to you. If we need the item back, we'll provide a free, downloadable, printable return label. Refunds are processed within 10 business days.
Wool Rugs and Rug Pads You may return a rug or rug pad in the size and style you ordered, unused and in its original condition, within 30 days of delivery.
Email info@katespain.com to request a return. Please wait for our approval before shipping. Roll and wrap the rug in its original packaging (or similar), fully enclosed, with any tears sealed with packing tape.
Ship it by UPS or FedEx Ground to our studio (we'll provide the address upon approval), and email us the tracking number. Return shipping is the customer's responsibility.
Once we receive and inspect the rug, you can choose an exchange, store credit, or a refund, less a 15% cleaning and restocking fee.
Arrived damaged? Shipping damage is rare, but if your rug or rug pad arrives damaged, email info@katespain.com within 7 days of delivery with your order number and photos of the item and its packaging. Please keep the packaging until we've sorted it out, since the carrier may need to inspect it. We'll make it right with a replacement or a full refund: no restocking fee, and no return shipping cost to you.
Digital Downloads (PDF Quilt Patterns) All sales of digital downloads are final. By completing your purchase, you consent to immediate delivery and acknowledge that you lose your right to cancel once the download has begun. We do not offer refunds or exchanges on PDF patterns.
Gift Cards We cannot accept returns on gift cards.
Questions? We're always happy to help — reach us anytime at info@katespain.com. Thank you!