The short version: If you bought a digital product and haven’t downloaded the files yet, you have 14 days to change your mind and get a full refund. Once you start downloading, you have received the product and the standard right of withdrawal no longer applies — but refunds still apply if the product is defective or not as described, in which case we’ll replace it or refund you. Services are fully refundable before we start work, partially refundable before the first delivery, and non-refundable after final delivery. To request a refund, just email [email protected] with your order number.
Digital products: 14-day refund window
Every digital product on ajnexa.com — prompt packs, Notion templates, Canva templates, ad creative packs, ebooks — comes with a 14-day refund window. If you have not downloaded the files, you can request a full refund within 14 days of your purchase, no questions asked. We can see download activity on our side, so processing this is quick and simple. For EU and UK consumers, this is your statutory right of withdrawal for digital content.
After you’ve downloaded the files
Because digital files can’t be “returned” the way a physical item can, starting the download means the product has been delivered. At that point you have expressly consented to immediate performance and, as an EU or UK consumer, you acknowledge losing the right of withdrawal — exactly as set out in our Terms of Service. After download, we refund or replace only in two situations:
- The product is defective — files are corrupted, incomplete, or won’t open as intended.
- The product is not as described — what you received materially differs from the product page.
These two remedies always apply and are never removed by the download rule above — they are your legal rights on a faulty or misdescribed product. In either case, tell us what’s wrong and we will first offer a corrected replacement. If we can’t fix it within a reasonable time, we will refund you in full. “I changed my mind after downloading” or “it wasn’t what I hoped for” doesn’t qualify — please read the product page carefully and reach out before buying if you’re unsure.
Creative services
Refunds for services depend on how far the work has progressed:
- Before work starts: fully refundable. If we haven’t begun working on your brief, you get 100% back.
- Before the first delivery: refundable pro-rata. If work has started but nothing has been delivered yet, we refund the portion of the fee corresponding to work not yet performed.
- After final delivery: non-refundable. Once the final deliverable has been handed over, the service is complete. If something in the deliverable doesn’t match the agreed brief, contact us — we’ll make it right through the revision process.
How to request a refund
Email [email protected] with:
- Your order number (you’ll find it in your confirmation email and in your account).
- A short note on why you’re requesting the refund — and, for a defective product, a description or screenshot of the issue.
We review every request personally and reply quickly. Approved refunds are issued to your original payment method; depending on your bank or payment provider, the money typically appears within 5–10 business days.
Questions
Not sure whether your situation qualifies? Just ask — write to [email protected] and we’ll figure it out together. This policy doesn’t limit any mandatory consumer rights you have under the laws of your country.
Last updated: 22 July 2026
This document is provided for general information. The store owner should have it reviewed by a qualified lawyer to ensure it meets all applicable legal requirements.