EFFECTIVE / 22 OCTOBER 2026
Refund policy
Check the preview first
Files that are unsupported, already match the requested dimensions, need artwork redesign or require adding missing bleed should not proceed to checkout. Our promise concerns the purchased dimensional transformation, not acceptance by a publishing platform.
When to contact us
Please email [email protected] promptly, preferably within 14 days of purchase, if the paid correction cannot be delivered, a verified software error produces the wrong purchased dimensions, or you suspect a duplicate charge. This is a preferred support window and does not limit any mandatory cancellation, refund or other consumer rights. Include your order reference, purchase date, expected dimensions and error message. Do not send card data, identity documents or recovery credentials. If a PDF sample is necessary, we will ask first.
We will send a first reply within 3 business days, then investigate and offer a working correction or a refund where appropriate. A first reply does not mean the investigation or resolution is complete. After verifying a duplicate payment, we will initiate a refund of the duplicate through Creem. If our software or service cannot deliver the correction you purchased and we cannot provide a working correction, we will initiate a refund through Creem. Do not make a second payment while delivery is being investigated.
Other requests and your rights
Incorrect target dimensions, change of mind after successful digital delivery, a changed source file, and KDP rejection for unrelated print requirements will be reviewed in context rather than described as guaranteed refunds or categorically excluded claims. Mandatory cancellation and consumer remedies take precedence over this policy. We do not treat preview approval or downloading a file, by itself, as a waiver of mandatory cancellation or withdrawal rights.
Refund processing
Approved refunds are processed through Creem to the original payment method where supported. Processing and bank posting times depend on Creem and the payment provider; no instant-arrival promise is made. A successful refund, including a partial refund, or a payment dispute stops further exports for that order. Previously downloaded files remain on your device. Refunds for Creem purchases are handled through Creem; we do not send an unrelated off-platform repayment in place of its refund record. You may also use Creem’s published customer assistance channels if an issue cannot be resolved with us; see the Creem Buyer Terms.