Refund policy

Last updated: September 22, 2026

We want your first Kingdom Letters experience to feel thoughtful and worthwhile. Because subscriptions include time-sensitive editorial work, digital access, and mailed paper goods, the rules below explain when refunds, replacements, and returns are available.

1. First-letter satisfaction promise

Your first month is covered by our 30-day money-back guarantee. If you are dissatisfied with your first paid Kingdom Letters delivery, contact support@kingdomlettersmail.com within 30 calendar days after its mailing date. We will refund your first monthly subscription payment. The guarantee applies only to Month 1, once per customer or household. It does not apply to later renewals, duplicate accounts, fraud, abuse, or a letter sent to an incorrect address supplied by the customer. You do not need to mail the letter or reflection card back.

2. Renewals and cancellations

After the first-payment promise expires, subscription charges that have already been processed are generally nonrefundable. Cancel before the next renewal to prevent future charges. When a renewal has already been processed, the associated monthly letter may still be prepared and mailed even if you cancel afterward. Nothing in this policy limits a refund or remedy required by law.

3. Missing, damaged, or incorrect subscription mail
USPS letter mail may not include tracking. Please allow at least 14 calendar days after the letter is marked mailed or fulfilled before reporting it missing. Report a missing, materially damaged, or incorrectly assembled delivery within 30 days of its mailing date. After confirming your address, we will ordinarily provide one replacement at no charge. If the address supplied was incomplete, outdated, or incorrect, we may charge reasonable replacement and postage costs.

4. Other merchandise and digital products
If we later sell physical merchandise outside the monthly letter subscription, unopened and unused merchandise may be returned within 30 days after delivery unless the product page states a different rule. Customer-requested returns require prior authorization and may require the customer to pay return shipping. Personalized, final-sale, gift-card, downloaded, or substantially accessed digital products are nonreturnable except where law requires otherwise.

5. Refund timing
Approved refunds are issued to the original payment method. Your bank or card issuer controls when the credit appears. Original shipping charges, expedited fees, and return postage are not refunded unless the return resulted from our error or the law requires it.

6. Chargebacks and payment disputes
Please contact support@kingdomlettersmail.com before filing a chargeback whenever possible. We can often identify a subscription, correct an account issue, document a cancellation, replace a missing letter, or issue an eligible refund more quickly through direct support. A chargeback is a formal dispute administered by your bank, card issuer, payment network, and Shopify’s payment systems; it is not the same as canceling a subscription or requesting a refund from Kingdom Letters.

A temporary or provisional credit from a bank is not necessarily a final refund. The bank or card network decides the outcome under its own rules and timelines. Filing a dispute does not guarantee that the charge will be reversed, and withdrawing a dispute does not necessarily cause funds to return immediately.

When we receive a chargeback, inquiry, retrieval request, or similar payment dispute, we may provide relevant records to Shopify, payment processors, banks, card networks, fraud-prevention providers, or other parties handling the dispute. Depending on the reason asserted, those records may include:
⦁    the product page, checkout disclosures, recurring-payment terms, and policies shown or accepted at purchase;
⦁    order confirmations, invoices, billing notices, renewal dates, payment and refund records, and cancellation history;
⦁    the name, email, billing address, shipping address, IP or device information, and other transaction-verification data associated with the order;
⦁    fulfillment dates, mailing records, address-validation information, replacement history, digital-access records, and customer-account activity; and
⦁    support messages and other communications concerning the order, subscription, cancellation, delivery, or refund request.

To prevent additional disputed charges or fulfillment while a dispute is pending, we may immediately pause or cancel the associated subscription, hold an unfulfilled disputed order, suspend access to subscriber features tied to the disputed transaction, or require a different verified payment method for future purchases. A payment dispute does not, by itself, cancel a different subscription or unrelated order; you remain responsible for canceling those separately.

We reserve the right to contest disputes we reasonably believe are inaccurate, duplicative, mistaken, abusive, or unauthorized by the account holder, and to submit evidence supporting the transaction. Where permitted by law, we may seek recovery of an unpaid balance, goods or services retained, chargeback fees, collection expenses, or other losses resulting from fraud or misuse of the dispute process. We will not retaliate against a customer for asserting a good-faith legal right, and this section does not waive any nonwaivable consumer protection.

If you recognize the charge but believe something went wrong, tell us the order number, charge date and amount, account email, and requested resolution. If you do not recognize the charge at all, contact your bank promptly and also notify us so we can investigate and secure the associated account.