Refunds policy

We want you to feel confident buying from Karatasi. This page explains exactly when we issue refunds and how to request one.

The short version

If a template doesn't work for technical reasons, or doesn't deliver to your inbox, we refund you in full — no questions asked. If you've used the template and just changed your mind, we generally can't refund (because digital products can't be "returned"), but we'll work with you to find a solution.

When we always refund

• Email never arrived. We resend; if it still doesn't arrive within 24 hours of payment, you get a full refund.
• The file is corrupted or won't open in any spreadsheet software
• You paid twice for the same template by accident — we refund the duplicate
• The template has a bug we can't fix within 7 days of you reporting it

When we usually don't refund

• You've already opened, used, or modified the template
• You bought the wrong template by mistake (we'll happily swap it for the right one — just email us)
• It's been more than 14 days since purchase
• The template works as described but isn't what you imagined

How to request a refund

1. Reply to your order email with the order reference (starts with KRT-)
2. Tell us briefly why you'd like a refund
3. If the issue is technical, attach a screenshot

We respond within 24 hours during weekdays. Approved refunds are processed back to the M-Pesa number or card you used to pay, usually within 1-3 business days for M-Pesa and 5-10 days for card payments.

Have questions first?

If you're considering buying but unsure whether a template fits, contact us via the contact page before purchasing. We'd rather help you pick the right thing than refund you later.