Digital downloads
Digital-download sales are generally final after the files have been delivered or download access has been provided. Please contact The Kai Collection if you receive the wrong file, cannot access your file, receive a corrupted or unusable file, or believe you were charged incorrectly. Legitimate fulfillment or billing problems will be corrected appropriately.
Physical and print-on-demand merchandise
Please report damaged, defective, incorrect, or materially misrepresented products promptly. These issues are eligible for appropriate replacement or refund handling after review.
Eligibility for other returns may depend on the product and its fulfillment method. Please contact customer support before returning anything so we can confirm the available options and provide instructions.
Custom commissions
Each commission is individually agreed upon before work begins. Deposits reserve creative time and may become non-refundable once work begins. The deposit amount, included revisions, delivery timing, usage rights, and applicable cancellation terms will be provided in the individual commission quote or agreement and accepted before payment or work begins.
Customer rights
Nothing in this policy limits rights a customer may have under applicable law.