If the files are wrong, we make it right.
This policy explains cancellation, faulty digital content and personalisation corrections. It does not reduce any mandatory consumer right.
1. Delivery problems and Cluefetti errors
If a paid package is missing, corrupted, cannot be opened, is materially different from the listing, or contains an error introduced by Cluefetti, tell us promptly and within 30 days where practical. We will normally provide a corrected replacement first. If repair or replacement is impossible, unsuccessful, unreasonably delayed or would cause significant inconvenience, we will provide the price reduction or refund required by applicable law.
2. Immediate digital delivery and change of mind
Checkout asks you to request immediate supply and acknowledge that any statutory cancellation right for digital content is lost once delivery begins. Delivery begins after Stripe confirms payment and the personalised file is generated. If supply has not begun, contact us immediately.
A change of mind after valid immediate delivery does not normally qualify for a refund where the cancellation right was lawfully lost. This does not affect remedies for faulty, misdescribed or undelivered content or any right that cannot legally be excluded.
3. Customer-entered information and changed plans
- Before payment: use the review screen to correct the details.
- Our error: we correct it without charge.
- Information entered incorrectly or plans changed after generation: this is not normally a product fault. Contact us; where practical we may offer a correction, discount or repurchase option.
We will not refuse a statutory remedy merely because a personalised product was purchased.
4. How refunds are paid
Approved refunds are returned through Stripe to the original payment method. Bank processing time is outside our control. We do not ask for bank transfers, gift cards, cryptocurrency or full card details to issue a refund.
5. Evidence and timing
Include a screenshot or description of the fault if useful. We may ask for limited information needed to locate the transaction, but never for a password or full card number. We aim to acknowledge support messages within two working days and resolve straightforward delivery faults promptly.
6. Legal rights
UK consumers have rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013. Consumers elsewhere may have additional local rights. These rights continue regardless of this policy. Nothing here excludes liability or a remedy that law does not allow us to exclude.