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Store policies

Refund & Return Policy

We want you to understand our refund conditions clearly before you buy.

Refund and replacement help

A Practical Guide to Digital File Issues

Use this guide to understand the types of information that make a request clear. Eligibility and deadlines are determined by the Refund Policy above.

Why digital products are handled differently

A printable file is delivered electronically rather than as a parcel. That means the usual process of returning an unopened physical item does not apply. The policy above explains when a change of mind is not refundable and when a genuine delivery or file defect can qualify for a remedy.

The distinction is not meant to make problem-solving difficult. If a file is corrupted, missing material described in the listing, clearly the wrong item or cannot be delivered, the first step is to document what went wrong so the store can assess a replacement or refund.

How to describe a faulty file

Note the product name, order number and what you expected according to the listing. If the document cannot open, mention the device and software you used and the error shown. If a page or promised design seems to be missing, identify the part you believe is absent.

A screenshot can be helpful, but you do not need to share sensitive personal information. Some printing differences are caused by paper, colour settings or scaling rather than a defect in the digital file. The policy distinguishes those situations, while support may still be able to suggest practical troubleshooting steps.

Wrong item and missing delivery

If the files received do not match the purchased product, describe what arrived and which product you paid for. Keep the confirmation email so support can compare the order information with the file delivered.

If nothing has arrived, check spam and promotions folders and verify the original delivery address before contacting support. The Delivery Policy explains the email-delivery timeline and what information helps with resending an order.

What happens after a request

The policy above identifies the 14-day request period and outlines the process for approved replacements or refunds. If you are unsure whether your concern qualifies, send a clear explanation as early as possible rather than waiting until the end of that window.

An approved refund is made to the original payment method under the stated policy, and your payment provider may need additional processing time. Keep communication records and the order reference until the issue is closed.

Making your next order more predictable

Before making a future purchase, read the product description, view the artwork previews and confirm the intended use. If a format or particular design is essential, ask before ordering. A styled photograph may include props that are not part of the file package.

For help with a specific purchase, visit Contact Us. For licence questions, see the Terms of Service. Card payments are processed securely by Stripe, and your files are emailed to the address entered at checkout once payment is confirmed.

Help support distinguish a file defect from a printer issue

A file that will not open or that omits a design described in the listing is different from a print that looks slightly different because of paper and ink. If a concern relates to the file itself, include the product name and a clear explanation of the error. If it relates to printing, note the output settings you used.

This context helps support decide whether a corrected file, practical troubleshooting or another remedy is appropriate. The eligibility rules and 14-day window are set out in the policy above; this guide is not an expansion of those rights.

Make a request before the deadline

If something seems wrong, contact the store as soon as you notice it. Keep the order reference and any relevant communication so the problem can be understood without repeated questions. Provide a screenshot only when helpful and avoid exposing unrelated personal information.

The refund conditions above continue to govern approved outcomes and payment processing timelines, subject to applicable law. A request should not be delayed in the hope that a missing digital file will appear without follow-up after the stated delivery period.

Contact customer support