Refund Policy
Understand our terms around refunds and how we handle disputes on this platform.
Refund Policy
Last updated: June 2026
At Kenne IDs, customer satisfaction is important to us. Please read this policy carefully before placing your order so you understand your rights and our obligations.
Due to the highly personalised and custom nature of our products, all sales are generally final. Each card is produced specifically for the individual client using the details and photo submitted in the application form. As such, we are unable to resell or reuse any produced card.
However, we understand that issues can arise, and we are committed to resolving legitimate problems fairly and promptly. Refund eligibility is assessed on a case-by-case basis in line with the conditions outlined below.
You may be entitled to a full or partial refund in the following circumstances:
- Production error by us — The card was produced with incorrect information that does not match what you submitted in your application form.
- Wrong item received — You received a product that is different from what you ordered.
- Damaged on arrival — Your card arrived physically damaged due to a production or packaging fault. You must provide photo evidence within 7 days of delivery.
- Non-delivery — Your order has not arrived within a reasonable timeframe beyond the estimated delivery window, and the tracking confirms it was lost in transit.
- Duplicate charge — You were charged more than once for the same order due to a payment processing error.
Refunds will not be issued in the following situations:
- Customer-submitted errors — Incorrect information (name, date of birth, address, etc.) was provided in your application form. Please double-check all details before submitting.
- Poor photo quality — A blurry, low-resolution, or unsuitable photo was submitted. We always request a replacement before production, but if approved and produced, no refund applies.
- Change of mind — You no longer want the product after your order has been confirmed and payment received.
- Order already in production — Production has commenced and cannot be reversed or reused.
- Delivery delays beyond our control — Delays caused by customs, courier services, or circumstances outside our control (natural disasters, postal strikes, etc.).
- Incorrect delivery address — The delivery address provided in your application was incorrect or incomplete.
Cancellations are only accepted before production begins. Once your order has entered the production stage, cancellation is no longer possible.
If you need to cancel, contact us immediately after placing your order via WhatsApp or Telegram with your full name and order details. We will confirm whether cancellation is still possible and process any applicable refund promptly.
- Cancellations requested before production: Full refund issued
- Cancellations requested after production has started: Not eligible
- Cancellations after shipping: Not eligible
To submit a refund request, please follow these steps:
In some cases, rather than a monetary refund, we may offer to reprint and reship your order at no additional cost. This applies where the error was on our part (production mistake or wrong item shipped).
We will always discuss the best resolution with you and aim to ensure you receive exactly what you paid for.
We strongly encourage customers to contact us directly before initiating a chargeback or payment dispute with their bank or payment provider. Most issues can be resolved quickly and amicably through direct communication.
If a chargeback is initiated without prior contact, we reserve the right to provide evidence of the transaction, communications, and delivery to the relevant payment provider.
Kenne IDs reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will be reflected on this page with an updated date. It is your responsibility to review this policy periodically.
Continued use of our services after any changes constitutes your acceptance of the revised policy.
Have a refund request or question?
Contact our support team directly. We aim to respond within 24 hours and resolve all issues as quickly as possible.