Overview
Everything in our shop is delivered as an instant digital download — there’s nothing to ship, return, or send back.
Once you’ve downloaded your files, we’re not able to offer a refund simply for change of mind. This is standard practice for digital products: by completing checkout, you’re agreeing that you understand you’ll receive immediate access to your files, and that this means you waive the usual 14-day cooling-off period under UK consumer law.
If something’s actually wrong, though, we’ll make it right. This includes:
- Corrupted or unusable files
- Missing files from your order
- Files that are materially different from what was described in the listing
If any of this happens, email us at contact@southquaydesign.com with your order number and a short description of the issue. We’ll sort it out — usually with a corrected file, but a refund if that’s not possible or appropriate.
What doesn’t qualify for a refund
To keep things fair and clear, refunds won’t be given for:
- Change of mind after downloading
- Not having the required software (e.g. Adobe InDesign, Illustrator, Photoshop, PowerPoint, or Keynote, depending on the product) — please check each listing’s requirements before purchasing
- Difficulty using or customizing the template due to unfamiliarity with the software
- Fonts or images not being included: this is stated in the listing
Not sure if a template’s right for you? Ask us before you buy — we’re happy to help you check it’s the right fit.
How refunds are processed
If a refund is approved, it will be issued to your original payment method via Stripe. Processing times can vary slightly depending on your bank or card provider, but refunds are usually visible within a few business days of approval.
Need help?
If you’re having any trouble with a download, a file, or an order, just get in touch — contact@southquaydesign.com. We’re a small, independent studio, and we’d rather help sort out a problem than leave you stuck.