Refund Policy
We want your experience with Kastori Art to be clear, fair and transparent. This Refund Policy explains when a refund may be available, how to request one and how refund requests are reviewed.
Refund eligibility may depend on the type of product or service, the reason for the request, the condition of a physical product, and the applicable terms shown at the time of purchase.
Our Refund Approach
Kastori Art aims to handle refund requests fairly and individually. We understand that issues can sometimes occur and encourage customers to contact us as soon as possible when there is a problem with an order, product or service.
A refund is not automatically guaranteed simply because a request has been submitted. Each request is reviewed according to the applicable product, order and policy conditions.
When a Refund May Be Considered
Depending on the circumstances and applicable terms, a refund may be considered in situations such as:
- Product received damaged or defective.
- Wrong product received.
- Significant issue with the received product.
- Order cannot be fulfilled by Kastori Art.
- Duplicate payment or verified payment error.
- Change of mind after purchase where not permitted.
- Damage caused after delivery by the customer.
- Normal handmade variations in colour, texture or shape.
- Incorrect information supplied by the customer.
- Requests submitted outside the applicable timeframe.
Handmade Product Considerations
Handmade products naturally contain individual characteristics. Small differences in colour, texture, dimensions, pattern or finish should not automatically be considered defects.
If you believe a product has a genuine defect, significant damage, or does not substantially match the product ordered, please contact us with photographs and relevant order information so that the issue can be reviewed.
Damaged, Defective or Incorrect Items
If you receive a damaged, defective or incorrect item, contact Kastori Art as soon as reasonably possible after delivery.
To help us investigate the issue, you may be asked to provide:
- Your Order ID.
- Registered or billing email address.
- Clear photographs of the product.
- Photographs of the packaging where relevant.
- A short description of the issue.
Order Cancellation
Cancellation requests may be considered depending on the processing status of the order.
Once an order has been prepared, dispatched, customized or otherwise processed, cancellation may no longer be possible.
For custom-made or specially prepared products, cancellation and refund conditions may differ depending on the work already completed.
Digital Products & Learning Services
Where Kastori Art provides digital products, learning materials, tutorials, workshops or other digital services, refund eligibility may differ from physical handmade products.
Because digital content may be accessed or delivered electronically, refunds may be restricted after access, download or delivery, subject to applicable law and the specific terms of the relevant purchase.
How to Request a Refund
How Approved Refunds Are Returned
When a refund is approved, the refund will normally be processed using the original payment method or another appropriate method where necessary and permitted.
The time required for the refunded amount to appear in the customer's account may depend on the payment provider, bank or financial institution.
Shipping and Related Charges
The treatment of shipping, delivery or other charges may depend on the reason for the refund and the applicable terms of the order.
Where a refund results from an error attributable to Kastori Art, applicable charges may be considered as part of the resolution.
Fraudulent or Abusive Requests
Kastori Art reserves the right to investigate refund requests that appear fraudulent, misleading, abusive or inconsistent with the relevant order information.
Appropriate action may be taken where misuse of the refund process is identified, subject to applicable law.
Changes to This Refund Policy
Kastori Art may update this Refund Policy when necessary to reflect changes in products, services, business practices or applicable requirements.
The latest version published on this page will apply to future transactions, subject to applicable law.
If you believe you have a valid refund issue, contact us with your Order ID and a clear description of the problem.
Contact Refund Support