Refund Policy

If you are unhappy with your order, or you believe there is a good reason for a refund, contact us and explain what went wrong. Every request is reviewed individually by DesignFix.

Asking does not approve anything on its own. We look at the order, the instructions you gave us, the work we delivered and what you have told us, and then decide whether a refund is the right answer.

If we approve one, DesignFix issues the refund through our payment provider, back to the payment method you originally paid with. There is no button for this and it is never automatic — a person at DesignFix makes the decision.

Whether the work can be done at all. If your file cannot be worked the way you need, we would rather say so before starting than after.

Whether we cancelled or refused the order ourselves.

Whether we missed the delivery estimate by a margin that made the work useless to you.

Whether the delivered files are materially not what you ordered, and whether a revision would put that right.

Whether you held the rights to the artwork you uploaded.

For a pre-made store product, whether the file has already been downloaded — a downloaded digital file cannot be returned. A faulty or wrongly described store product is a different matter, and we will put that right.

If the problem is something the revisions included with your order can reasonably fix, we may offer or recommend a revision rather than a refund. It is usually faster, and it ends with you holding the file you actually needed.

The work matches your instructions but isn't what you pictured. Your instructions are what we work from, so this is usually a communication gap rather than a defect.

You want a change that goes beyond your original brief. We'll quote that as additional work; you're free to decline.

A completed or delivered order does not stop you asking. You can raise a refund with us after the files have been sent, and we review the reason and the circumstances the same way we would at any other point.

Delivery is not nothing, though: once you hold the finished files, that is part of what we weigh alongside everything else.

Open the order in your account and use the contact option there, or email [email protected] with your order number. Either way, tell us what went wrong — the more specific you are, the faster we can deal with it.

We aim to respond within one business day. If a refund is approved it is returned to your original payment method; how quickly it appears depends on your bank or card issuer, typically within five to ten business days.

This policy sits alongside your legal rights as a consumer and does not replace them. Where the law where you live gives you stronger rights than this policy, those rights apply.