CraftFile Studio sells digital files only. Nothing is shipped. Because a download cannot be returned, special rules apply. This page explains them in plain terms.
| Situation | Your time limit |
|---|---|
| Right of withdrawal (EU and UK consumers) | 14 days. Waived when you tick the checkout box and download. |
| Faulty or not-as-described file | 30 days from purchase, plus your legal rights. |
Your Right to Withdraw (EU and UK)
The right of withdrawal applies to consumers only. If you live in the European Union or the United Kingdom and buy as a consumer, the law gives you 14 days from purchase to cancel an order. For digital content that you download straight away, that right ends once the download begins, as long as you have agreed to this beforehand.
At checkout we ask you to tick this statement:
> I agree to immediate delivery of the digital files and acknowledge that I lose my 14-day right of withdrawal once the download begins.
If you do not tick the box, we cannot deliver the files at once, and you keep your right of withdrawal for 14 days. If you tick it and download, you lose that right. This does not affect your other rights, listed below.
Our order confirmation email repeats your consent and your acknowledgment that you lose the right of withdrawal once the download begins, so you have it on a durable medium.
How to use the right of withdrawal
If you did not tick the box, or have not started the download, you can withdraw within 14 days of purchase. Email hello@craftfilestudio.com with a clear statement that you withdraw. You may use this short form or your own words:
> To CONKAREX LTD, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, hello@craftfilestudio.com. I withdraw from my contract for the following digital files: [order number and item names]. Ordered on: [date]. Name: [your name]. Email used for the order: [email]. Date: [date].
We refund you within 14 days of receiving your withdrawal, to the original payment method.
When We Will Fix It or Refund You
You can ask for help for 30 days after purchase, wherever you live, in these cases:
- Faulty or corrupted file: The ZIP will not open, a file is missing, or a design does not match the listing.
- Wrong order: You bought the wrong item by mistake. Tell us promptly and before you use the file.
- Duplicate order: You were charged twice for the same item.
For a faulty file, we first try to replace it. If we cannot, we refund the item to your original payment method.
When We Cannot Refund
We cannot refund files that work as described, for example because you changed your mind, you do not own a compatible machine, or the design was not what you imagined, unless the law gives you a right to a remedy. Please check the preview, formats, and software notes first. Free-library files are not refundable.
How to Ask
Write to hello@craftfilestudio.com with:
- Your order number.
- The email address used for the order.
- A short description, and a screenshot if a file will not open.
We reply within 2 business days. Approved refunds are issued to the original payment method. Banks and card networks may take 5 to 10 business days to show the credit.
Your Statutory Rights
Nothing on this page limits your legal rights. If you are a UK consumer, the Consumer Rights Act 2015 says digital content must be of satisfactory quality, fit for purpose, and as described. If it is not, you are first entitled to a repair or replacement. If that is not possible or does not work, you may claim a price reduction or a refund. Our 30-day period is not a legal limit; your legal rights can last longer. In the EU, consumer law gives you at least 2 years of legal rights for faulty digital content.
If faulty digital content damages your device or other digital content, and the damage was caused by our failure to take reasonable care, you may be entitled to a repair or compensation.
Complaints and Dispute Resolution
If you are not happy with how we handled a request, write to hello@craftfilestudio.com and we will review it. We do not currently use an alternative dispute resolution provider.
Goodwill
In some cases we may offer a refund or credit as a goodwill gesture, even when you have no legal claim. This is our choice and does not change your legal rights.
Contact
CONKAREX LTD · Registered in England and Wales · Company No 17539619 · 71-75 Shelton Street, Covent Garden, London WC2H 9JQ. Email: hello@craftfilestudio.com