Refund and Returns Policy
Overview
As we sell digital products that are delivered electronically, our refund policy differs from that for physical goods.
Due to the nature of digital downloads, all sales are generally final once the digital product has been supplied, subject to your statutory rights and the circumstances outlined in this policy.
Nothing in this policy affects your statutory rights under applicable consumer protection legislation.
Refunds for Digital Downloads
Before purchasing, please ensure that the digital product meets your requirements and is compatible with your intended use.
We do not generally offer refunds for digital products where:
You have changed your mind after purchasing.
You have downloaded or accessed the product and no longer require it.
You have purchased the wrong product or selected the wrong licence.
You are unable to use the product because your device, software or system is incompatible with it, where the relevant requirements were clearly stated before purchase.
Where applicable, your statutory cancellation rights may be affected by your consent to receive digital content immediately and your acknowledgement that you will lose your right to cancel once supply begins.
Faulty or Incorrect Digital Products
If your download is faulty, corrupted, incomplete, incorrectly supplied or does not match its description, please contact us at sallylewis@kintsugi-international.com with your order number and details of the issue.
We will investigate the issue and, where appropriate, provide a replacement file, correct the problem or offer another remedy in accordance with your statutory rights.
If we are unable to resolve the issue, you may be entitled to a refund or another remedy under applicable consumer protection legislation.
How to Request a Refund
To request a refund or report an issue with a digital product, please email us at sallylewis@kintsugi-international.com.
Please include:
Your order number.
The name of the digital product purchased.
A description of the issue and any relevant supporting information.
We will review your request and respond as soon as reasonably possible.
Where a refund is approved, it will normally be issued to your original payment method. The time taken for the funds to appear in your account may depend on your payment provider or bank.
Sale Items
Digital products purchased at a discounted or promotional price are subject to the same refund policy as products purchased at their regular price.
Discounted products are not excluded from refunds or other remedies where these are required by law.
Need Help?
If you have any questions about this policy or need assistance with a digital download, please contact us at sallylewis@kintsugi-international.com.
