Refund policy

Short version: digital files delivered instantly are not generally refundable, but there are four situations where we refund without argument. They are listed below.

We refund when

You were charged and received nothing. A payment went through, no download link was issued and we cannot deliver one. Full refund.
You were charged twice for the same order. The duplicate is refunded in full.
The files are materially not what was described. If a tier is advertised with something it does not contain, and we cannot supply the missing part within three business days, full refund.
You have not downloaded anything. If you ask within 14 days and our logs show no download was made, we refund in full. The download log is the deciding record.

We do not refund when

You downloaded the files and changed your mind. The goods cannot be returned once they are on your machine.
You bought the wrong tier. Email us — we will apply what you paid against the tier you actually wanted and invoice the difference.
A theme does not match a heavily customised panel. Tell us what breaks; fixing it is included in support.
You wanted a design that was never offered. That is bespoke work, quoted separately.

Bespoke work

Custom projects are covered by their own written agreement. The deposit becomes non-refundable once work starts, because it pays for time already spent. Anything unstarted at cancellation is refunded.

How to ask

Email [email protected] with your order number and what went wrong. We answer within one business day and decide within three. Approved refunds go back to the original card through MyFatoorah and take 5–10 business days to appear, which is your bank's timing rather than ours.

Before you contact your bank

If something is wrong, email us first. A chargeback opened without contact costs us a fee whatever the outcome and takes months to resolve, whereas a refund we agree to takes minutes. We keep a full record of every order — consent, payment confirmation, delivery and download log — and we do present it when a chargeback is filed. It is far better for both of us to settle it directly.

This policy sits alongside the Terms of Sale. Where they differ, the Terms of Sale govern.