Refund policy
As a general rule, Ken Wiley Collection LLC does not issue refunds. We sell used, vintage products and make every good faith effort to accurately describe and depict the condition of each item sold on kenwileycollection.com. Customers agree to buy each product as is.
Exceptions to the Ken Wiley Collection LLC No Refund Policy:
1) The item has not shipped.
2) The customer paid for shipping insurance and the item was lost or damaged during shipping.
3) Negligence can be proven on Ken Wiley Collection LLC's part. This could mean that we shipped the wrong item to the customer or the item was packaged in such a way that it could not reasonably withstand the shipping process without notable damage.
For customer who fall under one of the listed exceptions, please continue reading to determine the next step.
Item(s) Not Shipped
Items not yet shipped are eligible for a full refund. The customer should contact us immediately at mail@kenwileycollection.com or through our contact form to cancel an order before it ships. Once the item ships, it is no longer eligible for a refund unless it meets the criteria of one of the exceptions listed below.
Refunding Insured Lost and Damaged Items
Customers who selected to have their items insured during checkout have the option to receive a refund (including applicable tax) for the original price paid for the item(s) purchased up to $5,000 per package. Shipping and insurance costs are not eligible for refunds. Insurance is only offered by using the checkout option. Bypassing the checkout cart by using "Shop Now" or "Buy Now" options will preclude the customer from the option to select shipping insurance.
In order to begin the claims process for a lost or damaged item, please email us at mail@kenwileycollection.com. Make sure to include your order number and a description of your claim. Please allow 72 hours for a response.
Lost Items
A lost item is defined as a package whose tracking number cannot be located by its shipping carrier. All instances of lost items will be investigated with their carriers. If a carrier confirms that the item is lost, Ken Wiley Collection LLC will fully refund items that were insured for loss prevention.
Damaged Items
A damaged items is defined as a product purchased from Ken Wiley Collection LLC that was damaged during the shipping process. Damages entail a product that is physically cracked, broken, shattered or warped as a result of shipping. Damaged items that are insured will need to be returned to Ken Wiley Collection LLC at the expense of the customer before a refund can be issued. The customer will not be refunded for shipping charges. If the item returned is confirmed to be the same item that was sent to the customer, the customer will receive a full refund for the item. The customer is required to contact mail@kenwileycollection.com before attempting a return. Failure to follow the correct procedures outlined in claims related communications could prolong the refund process.
Stolen Items
Ken Wiley LLC does not insure against stolen items. There is not a known method to verify whether an item was truly stolen, and we are therefore unwilling to accept the liability. Customers should make every effort to ensure that their orders include a safe and secure address to receive packages.
Third Party Apps
Ken Wiley Collection LLC utilizes a third-party application to manage insurance purchases and claims. As such, there might be instances where, despite our best efforts to customize the application, we are unable to update all the language associated with the application to conform to our return policy. In the event that the language used in a third-party application disagrees with the official policies stated in the return and refund policy on kenwileycollection.com, the policies authored by Ken Wiley Collection LLC supersedes all language and information obtained from the third-party app.
Negligence
In the event that an incorrect item is sent to the customer or an item is damaged during shipping as a result of negligent packaging, the customer can contact us at mail@kenwileycollection.com to begin the claims process. If Ken Wiley Collection LLC finds the customer has a valid claim, the customer will be asked to return the item in question at their own expense. If it is determined that the item received is the one sent to the customer and the customer's claims about negligence on the part of Ken Wiley Collection LLC appear to be accurate, we will issue a full refund for the item and shipping, including the shipping cost that the customer incurred returning the item in question. Only shipping costs paid to the shipping carrier for the shipped item will be refunded.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at mail@kenwileycollection.com.