Returns, Refund and Cancellations Policy

1. Digital Downloads: The Basics

 

Due to the nature of digital content, once a product has been downloaded, streamed, or accessed, the right to cancel is generally lost. This is because the product cannot be “returned” in the traditional sense.


2. Your Right to Cancel

 

Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of purchase, provided you have NOT started the download or accessed the file.


  • Before Downloading: You are entitled to a full refund, no questions asked.

  • After Downloading: By clicking “Download” or accessing the digital file, you expressly consent to waive your 14-day cooling-off period.


IMPORTANT:

If you begin the download process, you acknowledge that you lose your right to a refund unless the file is proven to be faulty.


3. Faulty Digital Goods

 

We take great pride in our artwork. If you encounter an issue with your file, your rights under the UK Consumer Rights Act 2015 apply:


  • Defects: If the digital file is corrupt or does not match the description provided at the time of purchase, please contact us immediately.

  • Repair or Replace: We will first attempt to provide a “repaired” version or a replacement file.

  • Refunds: If we cannot fix the file or provide a working replacement within a reasonable time, you will be entitled to a full or partial refund.

4. How to Request a Refund

To request a cancellation or report a faulty file, please email us at customerservice@alexhiggs.com with:


  • Your Order Number.

  • The email used for purchase.

  • (In the case of faults) A brief description or screenshot of the issue.


5. International Customers

 

While we are based in the United Kingdom, we comply with global consumer protection standards. If you are purchasing from the EU, the same 14-day “right of withdrawal” applies as outlined in Section 2. For customers in the USA and elsewhere, all sales are final once the download has commenced, subject to your local statutory rights regarding defective products.


6. Exclusions

 

Refunds will NOT be granted for:


  • Changing your mind after the file has been downloaded.

  • Incompatibility issues with your specific software/hardware (where the file format was clearly stated in the product description).

  • Accidental purchases where the file has already been accessed.

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