Refund Policy

1. Why digital products are different

Our products are downloadable files. Unlike a physical item, a file cannot be sent back once you have it. For this reason, and because you ask for immediate access when you order, purchases are final once the download has started or the files have been made available to you. If the law of your country gives you a statutory right to withdraw from a digital purchase, you give it up when you request immediate access and start the download, where the law permits this.

2. When we will help or refund

We will fix the problem, replace the files or refund you (our choice, unless the law gives you a right to choose) in these cases:

• Faulty or corrupted files that cannot be opened, extracted or used, and that we cannot repair or replace;
• Missing files: the product contains clearly fewer files or formats than the product page promises;
• Not as described: the files differ materially from the description or preview;
• Download problems we cannot solve, such as broken links or no access to your order;
• Duplicate purchase of the same product by mistake, if you have not downloaded either copy;
• Double or incorrect charge by our payment provider;
• Unauthorised purchase made without your permission, reported promptly.

3. When we cannot refund

• You changed your mind, or no longer need the design, after downloading.
• The design does not suit your machine, material, software or skill level, where the product page described the files accurately. (Check the formats and details before buying, and ask us if unsure.)
• You bought the wrong product by mistake and have already downloaded it.
• Printing, cutting or engraving results are poor because of settings, materials or equipment.
• The files were shared with others, or there is evidence of misuse of the licence.
• The request is made more than 14 days after purchase, unless the problem was impossible to discover earlier or the law requires otherwise.

4. How to request help or a refund

1. Open a ticket in the Support Center (log in first, or write from the email used at checkout).
2. Include your order number, the product name and a clear description of the problem.
3. Add screenshots or an error message where possible; this speeds up the solution.

We reply as soon as we can, usually within one business day, and will first try to solve the problem (for example by sending corrected files). If we cannot, we refund you.

5. Refund method and timing

Approved refunds are returned to the original payment method. Once we approve a refund it is processed within 3 business days; your bank or card provider may need a further 5–10 business days to show it. We cannot refund to a different card or account. When a refund is issued, the related download access and licence are withdrawn.

6. Chargebacks

Please contact us before disputing a charge with your bank. We resolve genuine problems quickly, and a chargeback for a product you have downloaded may result in the account being closed and downloads being withdrawn.

7. Your legal rights

This policy does not affect your statutory rights as a consumer. If digital content is faulty, or not as described, you may be entitled to a repair, replacement or refund by law in your country.