Refund policy

🧾 Return & Refund Policy

Thank you for shopping with Elisa Kivi.
We want you to love your purchase, and we aim to provide transparent and fair policies for all orders.

Returns & Exchanges

  • You may request a return or exchange for non-custom items within 14 days of receiving your order.
  • To be eligible, the item must be unused, in its original condition, and in the original packaging.
  • Customers are responsible for return shipping costs unless the item arrived damaged or incorrect.

Custom Orders

Please note that custom-painted and made-to-order items are created specifically for you.
Because of their personalized nature, returns, exchanges, and refunds are not accepted for these products — unless there is a manufacturing defect or damage that occurred before delivery.

Special Discounts & Add-ons

The “2 extra shirts” discount offer is available only before your bleach painting kit has been shipped.
If you place an order using this offer after your kit has already been dispatched, we won’t be able to include the shirts in the same shipment.
In that case, the add-on order will be canceled and fully refunded.
This ensures you don’t have to pay extra shipping fees or wait for separate deliveries.

CONSUMABLE ITEMS & WEAR

Certain products and kit components are consumable by nature 
and will degrade with normal use:

- Spray bottles (bleach degrades plastic over time)
- Sponges (dissolve with bleach exposure)  
- Brush bristles (may stiffen with use)

These items are not defective - this is expected wear from 
bleach exposure. Consumable items are not eligible for refund 
or replacement under warranty.

If you receive a damaged or defective item upon delivery, 
contact us within 7 days for replacement.

Damaged or Incorrect Items

If your order arrives damaged or you received the wrong item, please contact us within 7 days of delivery at artby@elisakivi.com with your order number and photos. We’ll arrange a replacement or refund where applicable.

Refund Processing

Approved refunds are issued to your original payment method. Please allow 5–10 business days for processing, depending on your bank or payment provider.

Contact

For any questions about your order, please reach out to us at artby@elisakivi.com.
We’re happy to help!