Refunds and file problems
If something is wrong with your file, we will put it right. Here is how it works.
Please note: Online checkout coming soon: nothing on this site can be bought yet. This page describes the policy we intend to follow for paid purchases and will be finalised before online checkout opens.
What you are buying
Each artwork is sold as a high-quality digital file (PNG) to download and keep — not a physical print. Nothing is posted to you. Before buying, please look closely at the preview images and read the artwork page: what is included, the file details and size, and the personal-use licence that comes with it. Previews are watermarked and smaller than the file you would receive; the purchased file carries no watermark. If you have any questions at all, email us before you pay and we will gladly help.
If something is wrong with your file
Email lucycreations.studio@gmail.com if a paid file is missing, corrupt, will not open, is materially different from its listing, was delivered twice by mistake, or could not be accessed because of a fault on our side or in our delivery. We will first send corrected files or a fresh link. If we cannot put it right, we will refund you.
Changing your mind
A digital file cannot be returned, and once you have downloaded it we cannot take back the copies you hold. For that reason, where the law allows it, your right to change your mind and cancel a purchase can be lost once digital delivery begins — but only where the law allows it, and only once checkout has asked you clearly to agree to immediate delivery and to acknowledge this. If a file is faulty, missing or not as described, the promise above applies in full, exactly as before. Nothing here takes away any statutory rights you have that cannot be taken away.
How to ask
Tell us your name, the email address used for the purchase, the artwork and what went wrong. A screenshot of any error helps. Please never send card or bank details.
How refunds are paid
When checkout opens, payments will be handled by Dodo Payments, which acts as the merchant of record for the sale: Dodo is the legal seller, its name appears on your card statement and receipt, and it handles payment processing along with any sales tax or VAT. Where a refund is due, it is made through Dodo Payments to your original payment method. How long it takes to arrive depends on the provider and your bank.
Payment disputes
Problems with payments or downloads are rare, but if anything goes wrong, please email us first at lucycreations.studio@gmail.com. We look into every report, we can see the payment and delivery records on our side, and genuine problems are usually sorted out quickly. Asking us first is the fastest route and a friendly request, not a condition: you remain free to contact Dodo Payments, your bank or your card issuer at any time, to report fraud, or to use any consumer rights you have. Those doors are always open.
Last updated 21 October 2026. Questions about this page: lucycreations.studio@gmail.com.