Overview
Every Kitovate kit is a digital product that you can download or access the moment your payment goes through. Because a digital file can't be "returned", we can't offer change-of-mind refunds once a kit has been downloaded or accessed. We do want you to be happy with what you buy, so if something is wrong with your kit, we will make it right, either by fixing it or by refunding you.
When we offer a refund
Contact us within 14 days of purchase and we will offer a full refund if:
- The file is broken or won't open, or a template link doesn't work, and we can't fix it or send you a working version within a reasonable time.
- You received the wrong product, or files are missing from what the product page says is included.
- You bought the same kit twice by mistake, or bought a kit that is already fully included in a bundle you own.
- The kit is significantly different from its description, for example a different format or tool than the one listed.
- You were charged but never got access, and we can't restore your download.
When we can't refund
- You changed your mind, no longer need the kit, or bought it by accident after downloading it.
- You don't have, or don't want to pay for, the third-party tool the kit is clearly listed for, such as Canva, Notion or Google Docs.
- The kit didn't produce a particular result. Kits are tools, and results depend on how they are used.
- Small differences in look between preview images and your own edited version.
- The request arrives more than 14 days after purchase.
- There are signs of abuse, such as repeated refund requests or files that have been shared or resold.
Before you ask
Most problems can be fixed quickly. Before requesting a refund, try these:
- Check your downloads library in My account. Every kit you've bought is there.
- Read any instructions included with the kit. Template kits usually explain how to copy the template into your own Canva, Notion or Google account.
- Try a different browser or device, or download the file again.
- Still stuck? Contact us. We usually reply within 1 to 2 business days and are happy to help.
How to request a refund
Send your request through our contact form (choose "Refund request") or email support@kitovate.com. Please include:
- Your order number and the email address used at checkout.
- The name of the kit.
- What went wrong, with a screenshot if it helps.
What happens next
We review every request within 2 business days. If we can fix the problem, we'll send you a working file or link first. If a refund is approved, it goes back to your original payment method through Stripe. Banks usually take 5 to 10 business days to show the refund on your statement. Once a kit is refunded, your license to use it ends and it is removed from your downloads library.
Chargebacks
If something is wrong, please talk to us first. We can almost always solve it faster than a bank dispute. If a chargeback is filed without contacting us, we may suspend access to the related kits while the dispute is open.
Your legal rights
This policy doesn't affect your rights under the consumer laws where you live. In some places you have a right to cancel an online purchase within a set period. By choosing to download or access a kit straight after purchase, you ask us to deliver it immediately and acknowledge that this right ends once delivery begins, where the law allows that.
Contact
Questions about a refund: email support@kitovate.com or use our contact form.
Kitovate is a brand of Dicrella LLC, a Wyoming limited liability company.