Returns & Refunds
At Kjahli, every piece is created or curated with care and intention. Because many of our items are custom-made and personalised, we have a clear returns and refunds policy to ensure fairness while protecting the integrity of our handmade and digital products.
Digital Downloads
- As digital files (such as Custom Moon Phases, Birth Charts, and Sky Charts) are delivered electronically, we cannot accept returns or issue refunds once the files have been emailed, unless of course there is an error on the design or detail that we have overlooked.
- If you do not receive your download within 72 hours, please check your spam folder or contact us at admin@kjahli.au so we can resend your file.
Printed & Framed Products
- We do not accept returns for change of mind on custom or personalised items.
- If your order arrives damaged, defective, or with a printing error, please contact us within 7 days of delivery with photos of the issue, and we will arrange a replacement or refund.
Custom Necklaces & Custom Candles
- As these are handmade to order, returns are not accepted for change of mind or personal preference.
- If your item arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery with photos, and we will work with you to resolve the issue promptly.
Products on Backorder
If you have ordered a product that is on backorder, you would have seen a message on the product page stating it is on back order. You should have also received an email stating the same. Items on back order will be shipped as soon as they are available ( usually 2-5 weeks ) . Back ordered products will be sent separately to in stock products.
All Other Products
If your item arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery with photos, and we will work with you to resolve the issue promptly.
Refunds Process
If your item arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery with photos, and we will work with you to resolve the issue promptly.
Refunds Process
- Approved refunds will be issued back to your original payment method.
- Refunds may take 5–10 business days to appear in your account depending on your bank or payment provider.
Important Notes
- Please ensure all personalised details (names, dates, spellings, etc.) are entered correctly at checkout. KJahli is not responsible for errors provided by the customer.
- Shipping fees are non-refundable except in cases where an item is proven faulty or damaged.
- If an incorrect shipping address is provided, we cannot guarantee replacements or refunds.
Contact us at admin@kjahli.com.au for questions related to refunds and returns.
