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Refund & Returns Policy
We want every customer to have a smooth experience. Here is exactly how refunds work for digital products at Kitzeno.
Last updated: 23 October 2026
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Why sales are final
Kitzeno sells digital products such as templates, bundles, trackers, video packs and courses. Once a file has been downloaded or access has been granted, it cannot be returned, so all sales are generally final.
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Our promise
If something is genuinely wrong with your order, we will fix it or refund you. We review every request personally and reply with a clear decision.
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Fast resolution
Most issues such as broken links or missing files are solved within 24 hours, often without needing a refund at all.
01
When you are eligible for a refund
- You were charged more than once for the same order.
- The file is corrupted or cannot be opened and we are unable to fix or replace it.
- You did not receive access to the product you paid for, even after we re-sent the links.
- The product is materially different from what its page described.
02
When a refund is not possible
- You changed your mind after downloading or opening the files.
- You bought the wrong product by mistake and the files were already accessed.
- The product does not suit your app version or device, where the requirements were stated on the product page.
- The request is made more than 7 days after the purchase.
03
How to request a refund
- Open the Contact Us page and send us a message within 7 days of your purchase.
- Include your order number, the email used at checkout and a short description of the problem. A screenshot helps.
- Our team will review the request and reply with the next step. Where possible we will first try to fix the issue or send a fresh link.
04
Refund timeline
Approved refunds are issued to the original payment method. Depending on your bank or payment provider, the amount usually reflects within 5 to 7 working days after approval.
05
Link or file problems
Download links are available on your order confirmation page, in your email and under My Account. If a link has expired or a folder is not opening, tell us and we will share a working one. Please contact us before raising a chargeback, as we resolve genuine problems quickly.
