We want you to love every design you download from Pingovia. Because our products are digital files that can be kept and copied, our refund policy works a little differently from a physical store — here’s exactly how it works.
When we happily refund
- A file is broken, corrupted, or doesn’t match its description, and we can’t fix it or replace it with a working version.
- You were charged twice for the same product by mistake.
- You bought the wrong file format and haven’t downloaded it yet — contact us and we’ll swap it or refund you.
When we can’t refund
- You’ve downloaded the design and simply changed your mind. Once a digital file is delivered and downloaded, it can’t be “returned”.
- The file doesn’t work with software or equipment not mentioned on the product page. Please check the file types listed before buying — or ask us first, we’re happy to help.
How to ask
Contact us through the Contact page within 14 days of your purchase, with your order details and a short note about the problem. If we can’t solve it, your refund goes back to your original payment method through Paddle, our payment provider.
One promise
If something on our end went wrong — wrong file, bad file, missing file — we will always make it right, with a replacement or a refund. That’s guaranteed.
