Return and refund policy

Digital planners: 30-day technical support and refund policy

If a technical issue prevents you from downloading or using your Kaori planner, contact support@hellokaori.com within 30 days of purchase. Include your order number, device and app details, and a description or screenshot of the issue.

We will help troubleshoot the issue. If we cannot resolve a confirmed issue that prevents you from downloading or using the planner, you are eligible for a full refund.

Digital files do not need to be physically returned. For a duplicate purchase, incorrect item, cancellation request or another refund concern, contact us with your order details so we can review your request. This policy does not exclude any refund or cancellation right available under applicable law.

Compatibility

Review the product's device and app requirements before purchase. A tablet, stylus and third-party app purchase or subscription are not included. The planner is a one-time purchase of the edition stated on its product page; future-year editions are not included.

Earlier or separately offered physical-product orders

If you purchased a physical product from Kaori, the return terms presented when you purchased remain applicable. Under our existing physical-product return policy, the return window for eligible items is 30 days after receipt. Items must be unused, in their original packaging and accompanied by proof of purchase. Contact us before sending a return; we will provide the applicable instructions if your request is accepted. Do not send returns to our registered mailing address without instructions.

Personal-care products are excluded from change-of-mind returns under our existing hygiene policy. This does not affect rights relating to faulty, damaged, incorrect or misdescribed products. Contact us promptly if an item arrives damaged, is defective or is not the item you ordered.

Approved refunds

We will tell you whether your refund request has been approved. Approved refunds are issued to the original payment method within 10 business days. Your bank or payment provider may need additional time to display the refund. If more than 15 business days have passed after approval, contact us.

Your consumer rights

Nothing in this policy limits mandatory consumer rights, including any applicable cancellation, repair, replacement or refund rights. Where applicable law provides greater protection than this policy, that law applies.