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If you are located in the European Union, you normally have the legal right to cancel your order
within 14 days without giving any reason.

Important exceptions (please read)
The EU right of withdrawal does not apply to:
- Custom-made or personalised items (physical items made to your specifications)
- Digital products/instant downloads once download/access begins (see below)

Where the right of withdrawal does apply:
- Physical, non-personalised items may be cancelled within 14 days of delivery (see
below)

To exercise your right of withdrawal (where applicable), you must inform us by sending a clear
message via Etsy messages. Please include:
- your name
- order number
- the item(s) you wish to cancel
- date of purchase / delivery date

1) Digital products (instant downloads)

No cancellation once download/access begins

When you purchase a digital product (such as a downloadable template, file, or printable), you
agree that the content will be made available immediately.

By purchasing and downloading/accessing the digital product, you acknowledge that:

- you are requesting immediate access to digital content, and
- once the download/access begins, you lose your 14-day right of withdrawal.

This is because digital files cannot be “returned” once delivered.

Digital refunds:

Due to the nature of digital products, we do not offer refunds or exchanges for digital downloads,
except where required by law.

If you have any issues (corrupted file, missing files/pages, incorrect file delivered, or problems
accessing the download), please contact us via Etsy messages and we will help as quickly as
possible, including providing a replacement file where needed.

2) Physical products (non-personalised items only)

Cancellation and returns

If you purchase a physical, non-personalised item, you may cancel within 14 days.
- The cancellation period expires 14 days after the day you (or someone you
nominate) receives the item.
- You must return the item within 14 days of notifying us of cancellation.
Returned items must be:
- unused
- in original condition
- ideally in original packaging

Return postage
- Unless the item is faulty or incorrect, the buyer is responsible for return postage. We
recommend using a tracked service, as we cannot be responsible for returns lost in transit.

Refunds
- Once the returned item is received and inspected, we will issue a refund within 14 days.

Refunds will cover:
- the item price
- standard outward delivery costs (where applicable)

Refunds will not cover:
- express / upgraded delivery options
- return postage (unless the item is faulty)

Refunds are made to the original payment method.
3) Custom / personalised items (excluded)
The EU right of withdrawal does not apply to items that are made to the buyer’s specifications
or clearly personalised.

This includes (but is not limited to):
- items with names, initials, addresses, house numbers, or custom text
- bespoke designs created to order
- custom sizes/colours requested specifically by the buyer

Faulty, damaged, or incorrect items

If an item arrives faulty, damaged, or incorrect, please contact us via Etsy messages within 48
hours of delivery, including photos where possible, and we’ll resolve it as quickly as possible.