Returns and Refunds

1. Why digital orders work differently

When you buy a physical poster, you can post it back and the seller has it again. A digital file cannot work that way. Once you have downloaded it, you keep a perfect copy whatever happens next. Returning it is not possible in any meaningful sense.

That is why, like almost every digital shop, we cannot offer change of mind refunds once your files are available. It is not us being difficult, it is the nature of what you are buying.

2. Before your download is available

If you have paid but your files have not yet been made available to you, contact us straight away and we will cancel the order and refund you in full. No reason needed.

In practice this window is short for ready made designs, because delivery is automatic and usually instant. It is longer for personalised name art, which is made by hand and takes 12 to 24 hours.

3. After your download is available

Once your download has been made available to you, we do not offer refunds for change of mind.

3.1 The checkbox at checkout

At checkout you tick a box that says you want immediate access to your download and that you understand this ends your right to cancel. That tick is what allows us to deliver instantly instead of making you wait fourteen days.

The box is not pre ticked, and you cannot complete the order without it. We record when you ticked it and the exact wording you were shown, so there is never a dispute about what you agreed to.

3.2 What that box actually means

Under European consumer law, an online purchase normally comes with a fourteen day right to cancel for any reason. Digital content is an exception, but only where you have expressly asked for immediate delivery and acknowledged that you lose that right by doing so.

You are not signing away anything hidden. You are choosing instant files over a two week wait, which is what almost everybody wants.

4. If something is wrong, we fix it

This is the important part of the page. If there is a genuine problem with what you received, we put it right. Contact us and we will repair, replace or refund depending on what has gone wrong.

4.1 Situations covered

• A file that is corrupt, damaged or will not open
• A file that does not match its description on the product page
• A missing ratio, or a file missing from your download
• A mistake we made on a personalised design
• A download link that does not work and cannot be made to work
• Resolution or quality noticeably below what was advertised
• You were charged twice for the same order

4.2 What we will do

4.3 How long you have

Tell us within a reasonable time of noticing the problem. We do not operate a rigid deadline, because a fault is a fault whether you spot it on day two or day sixty. Your statutory rights in section 9 continue to apply regardless of anything on this page.

5. What is not a fault

Being straight with you saves us both time. These situations are not faults in the product and would not normally result in a refund.

• You changed your mind after downloading
• You bought the wrong design by mistake
• Your printer, ink, paper or print shop produced a disappointing result
• The colour on your screen differs from the colour on paper
• The print came out cropped because of a scaling setting
• You supplied the wrong spelling for a personalised design
• You no longer have the files because you deleted them

6. Personalised name art

Personalised designs are made individually for you, with the exact name or wording you type at checkout. They are treated slightly differently.

6.1 Free correction before we send it

If you spot a mistake in the spelling and tell us before we send your file, we will correct it at no charge. These orders usually take 12 to 24 hours, so there is normally time. Message us the moment you notice.

6.2 After the file is sent

If the file was made exactly as you typed it and the spelling turns out to be wrong, that is not a fault in the product. We will still try to help, but a corrected version may count as a new order.

6.3 If the mistake was ours

If we misread your instructions or made a typing error, that is entirely on us. We remake it free, or refund you in full if you would rather not wait.

7. How to ask for a refund

There is no form to fill in and no ticket system. Send one message and a person reads it.

• Open the contact form Go to deuspixel.com/contact and choose the topic that fits best.
• Give your order number It is in your confirmation email. Without it we have to search, which slows everything down.
• Describe what went wrong One or two sentences is plenty. If you can attach a screenshot, that often solves it in a single reply.
• Tell us what you would like A replacement file, a different design, or your money back. If you are not sure, say so and we will suggest something.

8. How and when you get your money

8.1 What happens to your licence

When a refund is issued, the licence to use that design ends. You must stop using the files and delete any copies you hold. This is set out in clause 4 of our Terms and Conditions.

We are not going to police this, and we are not going to accuse anyone of anything. We simply ask that you deal with it the way you would want somebody to deal with your work.

9. Your consumer rights

Nothing on this page limits or removes any right that the law of your own country gives you as a consumer and does not allow us to exclude. Where this page and those rights conflict, those rights win.

9.1 Customers in Australia

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

9.2 Customers in New Zealand

Where you buy as a consumer, the Consumer Guarantees Act 1993 applies and nothing on this page limits it.

9.3 Customers in the United States and Canada

Consumer protection law varies by state and province. Wherever local law gives you stronger rights than this page does, those rights apply.

9.4 Customers elsewhere

The consumer protection rules of your own country continue to apply to you, whatever this page says.

10. If you are not happy with our answer

Tell us. Say clearly why you disagree and what you think should happen. A second look by a human costs nothing and most disagreements end there.

If we still cannot resolve it, you may be able to take the matter to a consumer protection body or a court in your own country. Section 9 confirms that nothing here removes that option.

We would always rather sort a problem out directly. A refund costs us a few dollars. A customer who feels ignored costs a great deal more.

11. Contact us

Every message reaches Nenad directly.