At Kayla Home Decor LLC, we want you to feel confident when shopping for curtains and window decor products. If your purchase does not meet your expectations, we provide a return, exchange, and refund process subject to the conditions outlined in this policy.
Please review the following information carefully before submitting a return or exchange request.
1. Return Window
Customers may request a return within 30 days of the delivery date.
To help ensure a smooth return process, please contact our customer service team within this 30-day period to explain the reason for your return and receive return instructions.
Returns requested after the applicable return period may not be accepted unless otherwise required by applicable law.
2. Return Eligibility
To qualify for a return, products should generally meet the following conditions:
- Items must be unused and in their original condition.
- Products must be returned in their original packaging, where reasonably possible.
- All included accessories, components, and product documentation should be returned with the item.
- Products must not show damage caused by improper handling, misuse, unauthorized modification, or normal wear after delivery.
- Proof of purchase, such as an order confirmation or order number, must be provided.
For curtains, we recommend checking the product dimensions and specifications carefully before installation. Items that have been cut, altered, permanently modified, or installed in a way that affects their resale condition may not qualify for a return, except where required by applicable law or where the issue is attributable to a product defect or our error.
All return requests are subject to review and confirmation by our customer service team.
3. Non-Returnable Items and Exceptions
Certain items may not qualify for return when their condition prevents resale or when they have been customized or modified at the customer’s request.
Examples may include:
- Custom-made or personalized curtains that were produced according to customer-specific measurements or specifications.
- Products that have been cut, altered, or permanently modified after delivery.
- Items damaged through misuse, improper care, or unauthorized modification.
- Products returned without essential components or with damage beyond what is reasonably necessary to inspect the item.
These restrictions do not apply where a return, replacement, or other remedy is required by applicable law, or where the product is defective, incorrectly supplied, or otherwise eligible for a remedy under this policy.
4. How to Request a Return
To initiate a return, please follow these steps:
Step 1: Contact Customer Service
Email us at [email protected] within 30 days of receiving your order.
Please include the following information:
- Your full name
- Order number
- Product name
- Reason for the return
- Photographs of the product, if relevant to your request
Step 2: Wait for Return Instructions
Our team will review your request and confirm whether the item is eligible for return. If approved, we will provide instructions for preparing and sending the package.
Please do not send a return package before receiving confirmation and return instructions from our customer service team.
Step 3: Prepare and Ship the Return
Pack the product securely to help prevent damage during transit. Include the relevant product components and documentation, along with your order information.
Send the approved return to the address provided below or to any alternative return address specifically authorized by our customer service team.
Step 4: Return Inspection
Once the returned product is received, our team will inspect its condition and verify that it meets the applicable return requirements.
We will notify you of the outcome and, if approved, proceed with the refund or other agreed resolution.
5. Return Address
Please use the following address for approved returns unless our customer service team provides different written instructions.
Return Address:
Kayla Home Decor LLC
797 SW KOLER AVE
PORT SAINT LUCIE, FL 34953
United States
Important: Please contact [email protected] before sending any returned merchandise. Returns sent without prior authorization may experience processing delays.
6. Refund Policy
Refunds are available for eligible returns that have been received, inspected, and approved in accordance with this policy.
Once your return has been approved, the refund will generally be issued to the original payment method used for the purchase.
The amount refunded will reflect the eligible amount under the applicable return terms and any requirements imposed by law.
Original shipping charges, if any, may be non-refundable for returns resulting from a change of mind, except where otherwise required by applicable law or expressly agreed by us.
If a refund is due because an item arrived defective, damaged, or incorrect, we will review the circumstances and provide an appropriate resolution in accordance with applicable law and this policy.
7. Refund Processing Time
After an approved return has been received and inspected, we generally process the refund within 3–5 business days.
Please note that this timeframe refers to our refund processing period. The time required for the refunded amount to appear in your account may vary depending on your bank, card issuer, or payment service provider.
You will be notified if additional information is needed to complete your refund.
Business days exclude weekends and applicable public holidays.
8. Exchange Policy
Customers may request an exchange within 30 days of the delivery date, subject to product availability and the eligibility requirements outlined in this policy.
Exchanges may be considered for eligible products when a different size, color, or alternative item is available.
To request an exchange:
- Email [email protected] within 30 days of delivery.
- Provide your order number, the product you wish to exchange, the reason for the request, and the preferred replacement item.
- Wait for our customer service team to confirm eligibility, availability, and the return instructions.
- Send the original item back according to the approved instructions.
- Once the returned item has been received and inspected, we will arrange the exchange if approved.
Exchanges are subject to stock availability. If the requested replacement is unavailable, our team will discuss available alternatives or an eligible refund, as appropriate.
If the replacement item has a different price, any additional payment or refund will be communicated and handled before the exchange is completed.
9. Exchange Processing Time
We generally review exchange requests within 2–3 business days after receiving the necessary information.
After the returned product arrives and passes inspection, an approved replacement will generally be prepared for shipment within 3–5 business days, subject to stock availability.
The replacement shipment’s delivery time will depend on the applicable shipping arrangements and destination.
These timeframes are estimates and may vary due to inventory conditions, carrier operations, holidays, or other circumstances beyond our reasonable control.
Our customer service team will provide updates if additional time is needed.
10. Damaged, Defective, or Incorrect Items
If you receive a curtain or other product that is damaged, defective, or different from the item you ordered, please contact us as soon as reasonably possible after delivery.
Email [email protected] and include:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging, if available
- Details of the item received and the item ordered, if they differ
Our team will review the information and determine an appropriate resolution, which may include a replacement, exchange, refund, or another remedy available under applicable law.
For returns or replacements arising from a verified product defect, shipping damage, or our fulfillment error, we will provide return shipping instructions and cover reasonable return shipping costs where appropriate and required by applicable law or our approved resolution.
Please retain the original packaging until the issue has been reviewed, if reasonably possible.
11. Return Shipping Costs
For returns resulting from a change of mind or other non-defect-related reasons, the customer is generally responsible for return shipping costs unless otherwise stated in writing or required by applicable law.
For eligible returns involving defective, damaged, or incorrectly supplied products, Kayla Home Decor LLC will cover reasonable return shipping costs where appropriate under this policy and applicable law.
Please contact our customer service team before shipping any return so that we can confirm the applicable arrangements.
We recommend using a shipping service that provides tracking information and retaining proof of shipment until the return has been resolved.
12. Cancellations and Order Changes
If you wish to cancel an order, please contact us as soon as possible.
Orders that have not entered processing may be eligible for cancellation. Once an order has been processed or shipped, cancellation may no longer be possible, and you may need to follow the return procedures outlined in this policy.
If a cancellation is approved after payment has been collected, the refund will be processed in accordance with the applicable payment procedures.