Refunds

Refunds and file problems

If something is wrong with your files, we will put it right. Here is how it works.

Free downloads

Free downloads cost nothing, so there is nothing to refund. If a free file will not open, email us and we will send another copy.

If something is wrong with your files

Email lucycreations.studio@gmail.com if a paid file is missing, corrupt, will not open, is materially different from its listing, was delivered twice by mistake, or could not be accessed because of a fault on our side or in our delivery. We will first send corrected files or a fresh link. If we cannot put it right, we will refund you.

Changing your mind

Because a digital file cannot be returned once you have downloaded it, we do not normally offer change-of-mind refunds after download. This does not affect any rights you have under the law that apply to your purchase, including any cancellation rights for digital content where they apply to you.

How to ask

Tell us your name, the email address used for the purchase, the product and what went wrong. A screenshot of any error helps. Please never send card or bank details.

How refunds are paid

Where a refund is due, it is made through the payment provider to the original payment method. How long it takes to arrive depends on the provider and your bank.

Payment disputes

If you have a problem with a payment, please contact us first so we can fix it quickly. Payment disputes are also handled under the payment provider's own process.

Licences and refunds

This policy is consistent with the wording in our customer licences. The Halloween Collection licence says that change-of-mind refunds are not available once files are downloaded, and that if something is wrong with your files we will send corrected files or, if we cannot fix it, a refund. The Christmas Planner licence asks you to email us if anything is wrong. Your statutory rights are not affected.

Last updated 22 October 2026. Questions about this page: lucycreations.studio@gmail.com.