Refunds

Last updated: 13 September 2026

The short version

You can personalise and preview your whole kit free, before paying anything. That is deliberate: it means you know exactly what you are buying. Because of that, once you have downloaded your kit we generally cannot refund it. But if something is wrong, talk to us and we will put it right.

Why downloads are different

Digital content is treated differently from physical goods. Under the Consumer Contracts Regulations 2013 you would normally have 14 days to change your mind. At checkout you agree that we may supply your kit immediately and acknowledge that you lose that 14-day right once we do. This is set out in our Terms of Sale.

When we will refund you

• The files are faulty, corrupted or will not open.
• A technical fault on our side stopped you downloading what you paid for.
• The kit does not match what was described or previewed.
• You were charged more than once for the same kit.
• You paid but have not yet downloaded anything.

These are your statutory rights under the Consumer Rights Act 2015 for digital content, and nothing here removes them.

When we usually cannot refund

• You have downloaded the kit and simply changed your mind.
• You entered a name, town or other detail incorrectly. Please check the preview.
• Your printer produced results you did not expect (paper, ink and colour vary).
• You bought it too close to Christmas to print in time.

If you mistyped something, email us with the correction. We will update that kit for free and you can download it again straight away, which is usually a faster fix than a refund.

How to ask

Email hello@santaletterstudio.com with the address you used at checkout and a sentence about what went wrong. We aim to reply within 2 working days. Approved refunds go back to your original payment method and typically take 5–10 working days to appear.

Once a kit is refunded, its downloads stop working and it no longer appears in your account. The same happens if a payment is reversed through your bank.

Problems in December

We know timing matters at Christmas. If something goes wrong on Christmas Eve, say so in the subject line and we will prioritise it.