Last updated: June 2025


DIGITAL PRODUCTS — NO REFUND POLICY

All products sold by Koncepts & Keepsakes are digital downloads. Due to the instant and irrevocable nature of digital delivery, we are unable to offer refunds or exchanges once a purchase has been made and the download link has been accessed.

This is standard practice for digital products and is consistent with consumer protection guidelines for downloadable goods.

By completing your purchase you confirm that you understand and agree to this policy.

EXCEPTIONS

We will issue a full refund in the following circumstances:

• You were charged more than once for the same order
• Your download link was never delivered and we are unable to resend it within 48 hours
• The file you received is significantly different from what was described and shown on the product page
• A technical error on our end prevented you from accessing your purchase

WHAT TO DO IF YOU HAVE AN ISSUE

Before requesting a refund, please:

1. Check your spam or junk email folder for your delivery email
2. Ensure you clicked "Use template" when opening your Canva link
3. Read our Customisation Guide for help with editing
4. Contact us at hello@konceptsandkeepsakes.com — we resolve most issues within 24 hours

We genuinely want you to love your purchase and will do everything we can to help you get the most from your templates.

CUSTOM ORDERS

Custom design orders are non-refundable once work has begun. If you need to cancel a custom order before work starts, please contact us as soon as possible.

CONTACT US

If you believe you qualify for a refund under our exceptions policy, please email us at hello@konceptsandkeepsakes.com with:

• Your order number
• The email address used to purchase
• A description of the issue

We aim to respond to all refund requests within 2 business days.

Koncepts & Keepsakes

hello@konceptsandkeepsakes.com

konceptsandkeepsakes.com