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Refunds & file support
If a file is not working as described, contact us so we can help.
Last updated September 14, 2026
Start with the details
Email jaffcollective@gmail.com with your order reference, filename, software and device. Explain what happened and any error message. Do not include your card details, passwords or sensitive personal information.
File problems
For missing or damaged files, we will help you access the correct download or supply a replacement. If an issue cannot be resolved, or the product is materially not as described, we will consider the appropriate remedy, including a refund where applicable.
Change of mind and compatibility
Because these products are digital downloads, change-of-mind refunds are generally not offered after files have been delivered or accessed, except where required by applicable law. Review the software requirements and editing limits before purchase. If you accidentally purchase the same product twice, contact support with both order references so we can review it.
Etsy orders
For purchases made on Etsy, use Etsy Messages and the help options on your Etsy order. The website and Etsy use separate checkouts, so your purchase should be handled through the channel where you paid.
Your consumer rights
Your statutory rights remain in place. This policy does not remove any right or remedy that applicable law requires.