Refund policy

Return & Refund Policy – Kaiva Studio

At Kaiva Studio, every artwork is thoughtfully handcrafted, carefully inspected and securely packed before dispatch. We put great care into ensuring that your artwork reaches you in the best possible condition.

If something isn't right with your order, we're here to help.

1. Return Window – 7 Days

Customers must raise their return request within 7 days of receiving the order.

Requests submitted after this period may not be accepted, except where applicable consumer laws require otherwise.

2. How to Raise a Return Request

We have made the return process simple and convenient. You can raise your request through either of the following methods:

Option 1 – Shopify Self-Serve Returns

Visit our website and access the self-serve return option.
Enter your order details.
Select the relevant reason for your return.
Submit your request for review.

Option 2 – Email Us

You can also email us directly at:

kaivaxstudio@gmail.com

Please include:

Your order number
Your registered name
A brief explanation of the issue
Relevant product photographs and unboxing video, wherever applicable

Our team will review your request and guide you through the next steps.

3. Unboxing Video – Important

To protect both our customers and our brand, we strongly require a complete, continuous and unedited unboxing video for claims involving:

Damaged artwork received during delivery
Incorrect artwork or product received
Missing items or components
Visible damage or defects noticed upon opening the package

The video must:

Start before opening the sealed parcel.
Clearly show the package and its condition.
Capture the entire unboxing process without cuts, pauses or edits.
Clearly show the artwork and any damage or discrepancy.

Please note: For damage, incorrect-product and missing-item claims, an uninterrupted unboxing video is required to verify the issue and process the claim, subject to applicable consumer rights.

You can simply email your video to kaivaxstudio@gmail.com along with your order number.

4. Return Eligibility

For a return request to be considered:

The request must be raised within 7 days of delivery.
The artwork should be in its original condition.
Original packaging and accessories should be retained wherever possible.
The reason for the return must be clearly explained.
Supporting photographs or videos may be requested for verification.

Customised and made-to-order artworks may have specific return restrictions, subject to applicable consumer laws.

5. Refunds

Once an eligible return has been reviewed and approved, we will communicate the applicable return and refund process.

Approved refunds will be processed through the original payment method wherever possible. The time taken for the amount to reflect may depend on the payment provider or bank.

6. Important Note

As Kaiva Studio specialises in handcrafted artwork, slight variations in texture, finish and detailing are natural characteristics of handmade creations. These individual variations are not automatically considered defects.

However, genuine damage, incorrect products and other eligible consumer claims will be reviewed fairly.