Refund policy
Last updated: April 9, 2026
Thank you for shopping at Kivo Store. Please read this policy carefully — it explains how refunds, returns, and cancellations are handled for digital and physical products.
1. Digital products — eBooks & Audiobooks (No Refunds)
- All sales of eBooks and audiobooks are final. We do not offer refunds for digital purchases.
- If you experience delivery or technical issues (corrupted file, download/access failure, broken audio, etc.), email kivostoreind@gmail.com with your order number, a description of the issue, and any screenshots. We will assist you — for example by resending files, replacing corrupted files, or offering an alternate format where possible. Device incompatibility is not usually a reason for a refund, but we will advise on compatible readers/players.
2. Physical books — Paperback & Hardcover (7-day returns)
- You may return physical books within 7 calendar days of delivery for a refund if the item is unused, undamaged, and returned in its original packaging (including inserts).
- To start a return, contact kivostoreind@gmail.com with your order number, reason for return, and photos if the item is damaged or incorrect. Wait for our Return Authorization before shipping — do not send items without authorization.
- Return shipping costs: Buyer pays return shipping for change-of-mind returns. If the item is defective, damaged in transit, or we shipped the wrong product, we will cover return shipping or provide a prepaid label.
- Refund processing: Once we receive and inspect the return, we will issue a refund to the original payment method. Please allow up to 7–10 business days after we receive the item for the refund to appear (bank processing times may vary).
3. Damaged or incorrect items (Physical)
- If your order arrives damaged or incorrect, email kivostoreind@gmail.com within 48 hours of delivery with photos and your order number. We will arrange a replacement or full refund and cover any return shipping necessary.
4. Exchanges
- Exchanges (different title or format) are handled as a return + new purchase. Contact support to start the return; once the returned item is received and approved, you may place the new order. We can assist with this process where possible.
5. Cancellations
- Contact kivostoreind@gmail.com immediately if you need to cancel. Digital orders that have already been delivered (downloaded or streamed) cannot be cancelled or refunded. Physical orders may be cancelled before shipping; once shipped they must be returned per the policy above.
6. Exceptions & important notes
- Refunds do not include original shipping charges unless the return is due to our error (damaged/incorrect item).
- Custom or special-printed items may be non-returnable unless defective — check the product page for any exceptions.
- We reserve the right to refuse a refund if returned items do not meet the stated conditions.
7. Need help?
Email us at kivostoreind@gmail.com with your order number and a short description of the issue. We aim to respond within 24–48 hours.