Refunds & fixing problems
Everything in the shop is an instant digital download. Your files are ready the moment you pay, so we can't take them back the way a shop takes back a parcel. That's why we don't offer change-of-mind refunds.
But if anything goes wrong, we'll fix it. Please just tell us.
Problems we'll sort out for you
- A file won't open, or the download doesn't work
- Something that should be in your download is missing
- A file is faulty, or isn't what the product page described
- A design prints at the wrong size even at 100% (we'll help you check your printer settings, and fix the file if it's ours)
- You were charged but didn't get your files
- You bought the same thing twice by mistake
- Anything else wrong with a file or an order
Depending on what happened, we'll send a fixed file, help you get your download working, or refund the order (or the part of it that went wrong).
How to reach us
Email sales@cocoscrafts.ca and include:
- the email address you used when you paid
- what you bought (the order email helps)
- what went wrong. A screenshot or a photo of the print is perfect.
We read every email and usually reply within two days. Waiting for your order email? Check your junk or spam folder first, or use Find my order.
Refunds through Link
Your order is sold through Link, Stripe's merchant-of-record service, which takes the payment and sends your receipt. Link can also refund an order within 60 days under its own refund policy (for example, if the files never arrived, were damaged or corrupted, or were very different from the description). Link's purchase terms explain more.
Customers in the EU and UK
If you live in the EU or the UK, you have a legal right to cancel within 14 days of buying, as Link's terms explain. To cancel, email us or contact Link.
When an order is refunded
If an order is refunded or the payment is reversed, its download link stops working and the licence for those files ends, so please delete them.
Please talk to us before disputing a charge
Your statement will show LINK.COM* COCOSCRAFTS (the exact wording can look a little different at some banks). If you don't recognise a charge or something went wrong, email us first: we can usually fix it the same day, and it's quicker for you than a bank dispute.
Your rights
None of this takes away any rights you have under the consumer laws where you live.
Coco's Crafts is a brand of Durand's Designs, 300 Sheppard Ave W, Unit 101-31, Toronto, ON M2N 1N5, Canada · sales@cocoscrafts.ca · Terms & licence · Privacy policy · Help with your files