Refunds

A parcel can come back. A file cannot: once it is on your machine it stays there whatever we do at our end, so a refund on a downloaded print would mean giving the money back and the artwork away.

The law recognises this. Buying at a distance normally gives you 14 days to change your mind, but for digital content that is downloaded rather than posted, that right ends once supply has begun — provided you expressly consented to it beginning immediately and acknowledged that you were giving up the right by doing so. That is regulation 37 of the Consumer Contracts Regulations 2013 in the UK and Article 16(1)(m) of the Consumer Rights Directive in the EU.

That consent is not assumed and not buried. Checkout puts it in front of you as its own tick box, empty until you tick it, right above the pay button, and your confirmation email repeats back the exact wording you agreed to. The full text and the reasoning are in the terms.

If that tick was never taken from you, the 14-day right is still yours and we will honour it in full.

Bought the wrong print, ordered twice by mistake, or simply changed your mind before opening anything? Tell us within 14 days of the order and we will refund it and switch the download links off.

We can check. Every download is logged against the order, so “nothing was ever served” is a fact we can read rather than a claim we have to take on trust. This is our own goodwill policy, offered because it costs us nothing and because a file you never opened is not a sale worth keeping.

Digital content has to be of satisfactory quality, fit for purpose, and as described. If a file won't open, is corrupt, arrives at a lower resolution than the listing stated, is the wrong artwork, or is missing a ratio the listing promised, contact us and we will send a working file or refund you — and we don't put a 14-day fence around that. Your statutory rights run for far longer than any policy of ours.

A photo or a screenshot of what you are seeing gets it sorted in one exchange rather than four.

It happens — a double-click, two tabs, a card retry that went through both times. Email us and we will refund the duplicate, whether or not it was downloaded. We can see two identical orders minutes apart as clearly as you can.

• −A change of mind after the files have been downloaded.
• −A print that came out darker, warmer or differently cropped than it looked on your screen. Screens glow, paper doesn't, and printers vary — that is not a fault in the file, and delivery & files explains how to get closer to what you expected.
• −Not having software that opens the file. The formats are named on every listing before you buy, and we will happily tell you what opens them.
• −A licence you outgrew. Upgrades are paid as a difference, not a refund and a re-buy — see the licence page.
• −A price that dropped after you bought. If a sale starts within a few days of your order, ask us anyway — we would rather refund a difference than lose you.

Refunds go back through Polar, our payment provider, to the card or account you paid with. We cannot send it anywhere else. Once we approve it, banks typically take five to ten working days to show it — the delay is theirs, not ours, and the refund confirmation email arrives long before the money does.

Where a refund is issued, the licence for that artwork ends and the download links are switched off. That is the whole bargain: we give the money back, the permission goes with it.

A chargeback takes weeks, costs us a fee, and locks the order while it runs — and there is nothing in this policy we would not have simply done for you. One email is faster than any bank dispute has ever been.

Nothing on this page limits your rights as a consumer. Under the Consumer Rights Act 2015 in the UK, and the equivalent law across the EU, digital content must be of satisfactory quality, fit for purpose and as described, and those rights cannot be signed away by any policy. Where a file falls short, your legal remedies apply in full and this page only adds to them.