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Refund Policy

At KIANA, we take great pride in offering handcrafted, made-to-order products that reflect the unique craftsmanship of our artisans. We are committed to providing you with the best experience possible. Since each product is made to order, we have specific guidelines for refunds and exchanges.

Please read our Refund Policy carefully to understand how we handle requests.

1. Made-to-Order Products

  • All products on KIANA are handcrafted and made to order. Due to the nature of our business, we do not accept refunds or exchanges for products unless they are defective, damaged, or incorrectly shipped.

2. Eligibility for Refunds

  • Refunds will only be granted if your product arrives damaged, defective, or if we sent you the wrong item.

  • You must notify us within 7 days of receiving your order if there is any issue with your product.

3. How to Request a Refund

  • If you receive a damaged or defective product, please contact us within 7 days of delivery through our Contact Us page.

  • Please include the following information in your message:

    • Order number

    • Description of the issue (damaged, defective, wrong item)

    • Photographs of the damaged or incorrect product

  • We will review your request and get back to you as soon as possible with instructions on how to proceed.

4. Processing Refunds

  • If your refund is approved, we will process it as soon as possible. Refunds will be credited to the original payment method used for the purchase.

  • Please note that it may take a few business days for the refunded amount to appear in your account, depending on your payment provider.

5. Shipping Costs

  • If the return is due to a mistake on our part (e.g., incorrect or damaged product), we will cover the cost of return shipping.

  • If the return is not due to an error on our part, you will be responsible for the return shipping costs.

6. Non-Refundable Items

  • As we specialize in handcrafted, made-to-order products, all sales are final, and we do not accept returns or issue refunds for items unless they are damaged, defective, or incorrectly shipped.

  • Products that have been used or altered in any way are not eligible for a refund.

7. Exchanges

  • We do not offer direct exchanges, but if your product is defective or damaged, we will work with you to ensure you receive the correct item. In such cases, we may ask you to return the defective or damaged product before we ship out a replacement.

8. Changes to This Refund Policy

  • KIANA reserves the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page, and the updated policy will apply to all orders placed after the changes are made.

9. Contact Us

  • If you have any questions about our Refund Policy or need further assistance, please feel free to reach out to us via our Contact Us page.