Return policy


Order Confirmation & Policy Acceptance

When placing an order on the McKenna Studio website, you confirm that you have read, understood, and accepted our Return & Refund Policy.

By completing your purchase, you acknowledge that:

  • You have reviewed and agreed to our return conditions and applicable timeframes.

  • You understand and accept the return procedure described below.

  • In the case of a payment dispute or chargeback, this policy—together with order records and communication history—may be used as supporting documentation.

Returns

If you are not fully satisfied with your purchase, eligible items may be returned within 30 days of delivery, provided all conditions below are met.

Return Eligibility

Returned items must meet the following requirements:

  • Items must be unused, unworn, and unwashed.

  • Items must be returned in their original condition and packaging.

  • Only standard inspection or handling may have occurred.

  • Return shipping costs are the responsibility of the customer.

Once your return is received, it will be reviewed and processed within 7 business days. We reserve the right to decline returns that show signs of wear, misuse, damage, or alteration not caused by us.

How to Initiate a Return

To request a return, please follow these steps:

  1. Email us at info@mckenna-studio.com within 30 days of receiving your order.

  2. Include the following information:

    • Order number

    • Reason for return

    • Clear photos (if the item is damaged or defective)

    • Your full name and shipping address

  3. Wait for our return authorization and instructions before sending your item.

Please note:
Returns sent without prior approval or to an incorrect address may be refused. We strongly recommend using a tracked shipping service and keeping proof of shipment until your return has been completed.

Defective or Damaged Items

If your order arrives damaged or contains a manufacturing defect, please contact us within 48 hours of delivery at info@mckenna-studio.com and provide:

  • Your order number

  • A brief explanation of the issue

  • Clear photos or a short video showing the defect

After review, we may offer a replacement depending on the situation and product availability. In some cases, returning the defective item may not be required.

Replacement items are typically dispatched within 7–14 business days after confirmation.

Lost, Refused, or Unclaimed Shipments

If your package is lost during transit:

  • Contact us with your order number and tracking details.

  • We will assist in investigating the issue with the courier. If the package is confirmed lost, a replacement or refund will be arranged.

If a shipment is refused, unclaimed, or returned due to an incorrect or incomplete address provided by the customer, a $35 CAD deduction will be applied to any refund to cover administrative and shipping expenses.

Cancellations & Right of Withdrawal

In accordance with Canadian consumer regulations, you may withdraw from your purchase within 30 days of receiving your order.

Please be aware that our fulfillment process is automated. Once an order has been shipped, it cannot be cancelled and must be returned after delivery following our return procedure.

To request a cancellation before shipment, email info@mckenna-studio.com with a clear withdrawal request. Return shipping costs remain the responsibility of the buyer.

Chargebacks & Disputes

If you experience an issue with your order, we kindly ask that you contact us first so we can resolve the matter promptly.

In the event of a chargeback or payment dispute, we may submit relevant documentation to the payment provider, including:

  • Order confirmation details

  • Shipping and tracking information

  • Email correspondence and supporting images

Filing a chargeback without prior communication may delay resolution and could affect future purchase eligibility.

Important Information

  • All approved returns must be shipped to our central fulfillment warehouse in Asia at the customer’s expense.

  • We are not responsible for shipping delays, customs processing, or clearance issues.

  • Items considered hygiene-sensitive cannot be returned if used or in unsanitary condition.

  • Return shipping and handling fees are not covered by McKenna Studio.

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