Refund policy

At Digital Design Merchant, we want you to be completely satisfied with your purchase. Because we offer both instant digital downloads and physical products, our return and refund guidelines depend on the type of item you purchased.

1. Digital Downloads

Due to the nature of instant digital files, all digital product sales are final and non-refundable once downloaded, accessed, or imported.

Digital Refund Exceptions: We will gladly issue a full refund, file replacement, or store credit for digital items in the following cases:

  • Corrupted or Broken Files: If a file is corrupted or missing essential layers, and our support team cannot provide a working fix within 3 business days.

  • Duplicate Purchases: If you accidentally purchase the exact same digital asset twice in separate transactions.

  • Un-downloaded Orders: If you purchased a digital file by mistake and have not accessed or downloaded it (verified via system logs).

Digital Non-Refundable Scenarios:

  • Items that have already been downloaded or accessed.

  • Software or hardware incompatibility (please verify file formats like SVG, PNG, or PDF in the item listing before buying).

  • Minor color variations caused by different monitor calibrations or printer settings.

2. Physical Products

For physical items (such as physical art prints, custom merch, tools, or design hardware), we offer a 30-Day Return Window from the date of delivery.

Eligibility for Physical Returns:

  • 30-Day Window: You may return eligible physical items within 30 days of delivery for a full refund or replacement.

  • Item Condition: Returned items must be unused, in their original condition, and packed in their original packaging with all included accessories and manuals.

Damaged, Defective, or Incorrect Items:

  • If your physical item arrives damaged, defective, or incorrect, please notify us within 7 days of delivery.

  • We will provide a prepaid return shipping label and send a free replacement or issue a full refund immediately upon verification.

Return Shipping Fees:

  • Merchant Error / Defective: We cover all return shipping costs if the return is due to our mistake, damage during transit, or a defective product.

  • Change of Mind / Customer Preference: If you are returning an item due to personal preference, you will be responsible for the return shipping costs. Original shipping fees are non-refundable in these instances.

3. How to Request a Return or Refund

To initiate a refund, replacement, or return, please follow these steps:

  1. Contact our support team within the applicable timeframe (14 days for digital issues, 30 days for physical returns).

  2. Provide your Order Number and the email address associated with the purchase.

  3. Include a short description of the issue (and attach photos if returning a damaged physical item).

Our team will review your request within 24–48 hours and provide return instructions, a replacement file, or issue your refund to the original payment method.