We want every couple to be happy with their template. This page explains when we issue a refund and how to request one.
Under EU consumer law, the right of withdrawal for digital content expires once you have downloaded the file (and you have explicitly consented to this at checkout). This means that once you have downloaded a template, we cannot grant a refund for "change of mind" reasons.
We refund 100% of the purchase price if:
• The file is corrupted or won't open in Canva / Photoshop / your PDF reader
• The file content differs significantly from the product page description or preview images
• You purchased the wrong template by accident and have not yet downloaded it
• A technical error on our end caused you to be charged twice
We cannot refund:
• Files that have been downloaded (per right of withdrawal waiver)
• "I changed my mind" or "I don't like the design any more"
• Issues caused by editing software you don't own (e.g. Photoshop file but you only have Canva)
• Print quality issues from a third-party printing service
For most non-refundable cases, we'll happily help you make the file work — just email us.
Email hello@myprettypapery.com within 14 days of purchase with:
• Your order number (in your purchase confirmation)
• The reason for the refund request
• A screenshot or short description of the issue if applicable
We respond within one business day. Approved refunds are processed by Lemon Squeezy and typically arrive in 5-10 business days.