Refund policy

For Digital products:

As listed in each product page, due to the nature of Digital products I cannot accept returns. None of the digital products are eligible for returns in the exception of duplicate purchases. 

For physical products: 
To start a return, you can contact us at kayana.illustrations@gmail.com so we can provide you with the return address. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at kayana.illustrations@gmail.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

If your package arrives damaged, please email me immediately at kayana.illustrations@gmail.com with your order number and photos of the damaged item. I will do my best to amend the situation! 

Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalized items) and digital products. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

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 kayana.illustrations@gmail.com.