Refund & Cancellation Policy

The short version

1. When we will refund you

We refund in full, no argument, in any of these cases:

• The files never arrived, or the download link failed and we could not fix it.
• The files are corrupt, incomplete, or will not open, and we cannot supply working ones.
• You received the wrong design or the wrong edition, and you do not want the correct one instead.
• The product is materially different from what the product page described — not merely different from what you imagined.
• You were charged twice, or charged after cancelling.
• The purchase was fraudulent or unauthorised.

In most of these situations our first move is to fix it — re-issue the link, send working files, or supply the right design. That usually takes minutes. If the fix does not work or you would rather not wait, we refund.

2. When we will not

Because a downloaded file cannot be returned, we generally cannot refund for:

• Changing your mind after downloading, or buying the wrong design by mistake.
• Not having read the description — what is included is listed in full on every product page.
• Printing results you are unhappy with. Output depends on your printer, paper, ink, and settings, which we cannot control. Our printing guides are there to help before you buy.
• Not owning software or a printer capable of using the files.
• Expecting physical goods. Every listing states that nothing is shipped.
• Buying a design you already owned.

None of this displaces a statutory right you have — see sections 3 and 4.

3. EU, EEA and UK consumers: your right to cancel

If you are a consumer in the EU/EEA or the UK, you normally have 14 days to cancel a distance purchase without giving a reason (Consumer Rights Directive 2011/83/EU; UK Consumer Contracts Regulations 2013).

For digital content that is supplied immediately, that right can be lost — but only if three things happen, all of which we do at checkout:

1. You expressly request that we begin supplying the content during the 14-day period.
2. You acknowledge that you will lose your right to cancel once the download begins.
3. We give you confirmation of that agreement on a durable medium — your emailed receipt.

Our checkout asks you to confirm both points before payment completes. If you do not agree, do not complete the purchase — and email us, because you are still entitled to buy on terms that keep your 14-day right, with delivery held until it expires.

Until you actually start the download, your right to cancel stands. Email us within 14 days and we will refund you in full within 14 days of being told, using the same payment method.

Losing the right to cancel does not remove your right to a remedy if the digital content is faulty, not as described, or not fit for purpose. Those rights survive, and section 1 applies.

EU consumers can also use the European Commission's Online Dispute Resolution platform . We are not obliged to use, and do not commit to, an alternative dispute resolution body — but we will always engage with a complaint made directly to us.

4. Quebec and Canadian consumers

Quebec's Consumer Protection Act gives you rights that a contract cannot take away, including remedies where goods do not conform to what was described or are unfit for their intended use. Nothing in this policy limits them. If a distance contract's mandatory disclosure requirements were not met, you may also have a statutory right to cancel.

5. How to request a refund

1. Email [email protected] from the address you used at checkout.
2. Include your order reference (on your receipt) and the design name.
3. Tell us what went wrong — a screenshot helps if a file will not open.

We reply within 2 business days. Approved refunds are issued by Lemon Squeezy, LLC, our Merchant of Record, back to the original payment method. Expect the money to appear within 5–10 business days depending on your bank; that part is out of our hands.

Please contact us before starting a chargeback. A chargeback on a delivered digital file freezes the order while the bank investigates, which is slower for you than an email to us — and we may suspend the associated account until it is resolved.

6. Orders placed on Etsy

If you bought from our Etsy shop, that order is governed by Etsy's policies and its refund process, not this page. Message us through Etsy and we will help there. Your statutory consumer rights apply the same way.

7. Custom commissions

Custom designs are made to your specification, which means the right to cancel does not apply to them once work has begun. We will agree the brief with you in writing first and share a preview before final delivery. If the finished design does not match the brief we agreed, we will revise it or refund you.

8. Changes to this policy

The version of this policy in force when you place an order governs that order. The current version always lives here with its "last updated" date. It forms part of our Terms of Service.

Anything unclear? Ask us: [email protected]. We would rather explain it before you buy. — Ollie Page Creations