In short: a delivered file cannot be taken back. That is why every work shows full previews before purchase — and why we refund without argument when the file does not match what was announced.
The essentials in five points
- Files, not parcels: every work is a digital file, delivered by download into your account. Nothing is shipped, so nothing has to be sent back.
- 14 days to ask: a refund request is made within 14 days of purchase.
- No fees: no return fee, no restocking fee, no deduction from the amount refunded.
- No subscription: each purchase is paid for once; there is nothing to cancel.
- Back to your payment method: the refund goes back, through Stripe, to the card used for the purchase, within 7 working days of the request being accepted.
Why a digital product is different
Delivery is immediate and final: there is no technical way to take back a downloaded file. The ordinary right of withdrawal therefore does not apply to digital content supplied immediately with your express agreement, and you accept that waiver when you confirm your order.
What we refund, no questions asked
- The file does not match its description or its previews.
- The file is corrupted, incomplete, or in a format other than the one announced.
- You were charged twice for the same order.
- The download never worked and we were unable to fix it.
Write to us within 14 days of purchase, with your order number. Once the request is accepted, Stripe sends the refund back to the original payment method within 7 working days; how soon it shows on your statement then depends on your bank. The amount refunded is the amount paid in US dollars (USD): if your card runs in another currency, the sum credited may differ slightly depending on your bank’s exchange rate.
Partial refunds
A refund can cover only part of an order: the one work that has a problem when you bought several, or the price difference between two licence tiers when a lower tier was enough for your use. What you keep stays yours, licence included. A work refunded in full loses its licence key if it has one; refunding the whole order also closes access to its files.
What we do not refund
- A change of mind after downloading.
- Incompatibility with your software when the requirements were stated on the listing.
- Buying the wrong licence tier and then downloading: write to us, we offer an adjustment rather than a full refund.
- A file downloaded several times, then disputed weeks after purchase.
How to ask
In short: a request = an order number + one sentence describing the problem. A screenshot speeds everything up. Answer within two working days.
Write to support@digitalartisnal.com, or use the Contact page and choose the subject “An order”. Give your order number: you will find it in your confirmation e-mail and in your customer account.
Works sold by independent creators
The platform hosts independent creators’ shops: it collects payment and delivers the files, but whether a work is as described is the author’s responsibility. Write to us all the same: we make the connection, and we decide if the creator does not answer.
Payment disputed with your bank
In short: write to us first. A justified refund arrives within 7 working days; a bank dispute takes weeks, and access to the files stays suspended the whole time.
A dispute (also called a chargeback) is a request to your bank to cancel a payment. It makes full sense in a case of fraud: if your card was used without your consent, tell your bank, then write to us so that we close access to the files bought in your name.
- Opening: as soon as your bank notifies Stripe of the dispute, the order is put on hold and access to its files is suspended.
- Response: through Stripe, we send your bank the order’s evidence — date, amount, files delivered, download history, acceptance of the terms of sale.
- Decision: it rests with your bank. If it rules in your favour, your bank refunds you and access to the files stays closed; if it upholds the payment, access is restored.
A message almost always settles things faster: write to support@digitalartisnal.com with your order number.
If you disagree with our answer
Simply reply to the message you received and explain what bothers you: your request is reviewed again, with whatever new information you bring. The remedies described in the terms of sale remain open to you, as do the rights the law of your country of residence gives you.