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Return & refund policy

Last updated: 23 October 2026

TextiloArt sells digital design files that are delivered instantly. A downloaded file cannot be “returned”, so refunds work differently from a physical shop. This policy explains when we do refund.

1. Digital designs

Purchases of designs — whether paid directly or unlocked with credits — are final once the file has been delivered to your Library, except in the cases below.

2. When we refund

  • You paid but did not receive the design or credits. We will deliver them, or refund you in full if we cannot.
  • You were charged twice for the same order. We refund the duplicate payment.
  • The file is faulty — it will not open, is damaged, or is clearly different from its product page. We will first try to send you a corrected file; if we cannot, we refund you.
  • Unused credit packages. A credit package can be refunded within 7 days of purchase, as long as none of the credits from that package has been used.

3. When we do not refund

  • a change of mind after the file has been delivered;
  • printed colours that differ from the screen, or results that depend on your fabric, printer or settings;
  • buying a design you already own, or the wrong design, once it has been delivered;
  • credits that have already been used to unlock designs.

4. Subscription plans

  • A plan can be refunded in full within 7 days of payment if no design has been downloaded with it. Once a design has been taken with the plan, the payment for that period is final.
  • We do not refund part of a period: unused downloads and the remaining months of a yearly plan are not refunded, and a cancellation fee you agreed to when subscribing is not refunded.
  • Designs you took with a plan stay in your Library when the plan ends. If a plan payment is refunded, the designs taken with that payment are removed from your Library.

5. How refunds are paid

  • For a design unlocked with credits, we return the credits to your balance.
  • For a payment made through our payment partner, the money goes back to the card, bank account or wallet you paid with. How quickly it arrives depends on your bank or wallet provider.
  • When a design is refunded, it is removed from your Library.

6. How to ask

Contact us within 7 days of the purchase through the contact form, from the email address on your account. Tell us the design or package, the date and time of payment, and what went wrong. We aim to reply within 3 working days.

If you think a payment went wrong, please contact us before disputing it with your bank or wallet provider — it is usually faster to sort out directly. We may pause an account while a payment dispute is open.

7. Contact us