Refund policy

Refund & Quality Guarantee Policy

Last Updated: 12/1/2025

Thank you for choosing us! We're committed to delivering quality products and ensuring your complete satisfaction with every order.

Our Quality Guarantee

We stand behind the quality of our products. If something goes wrong due to an error on our part, we'll make it right.

What We Cover

We offer replacements or refunds for the following issues when reported within 7 days of delivery:

✓ Manufacturing Defects

Products with quality issues or defects in materials

✓ Damaged Items

Items that arrive damaged during shipping

✓ Production Errors

Wrong item sent, incorrect design, or significant production mistakes

✓ Lost Packages

Orders confirmed lost in transit (must be reported within 30 days of estimated delivery date)

What's Not Covered

✗ Change of Mind

We create custom products based on your order, so we cannot accept returns for buyer's remorse

✗ Sizing Issues

Please carefully review our size charts before ordering. We provide detailed measurements for all products

✗ Color Variations

Minor differences between your screen display and the actual product are normal due to:

Monitor calibration and settings
Different device screens
Material characteristics

Note: We only address color issues when there's a significant discrepancy (e.g., you ordered light gray but received dark gray, or completely different colors like red instead of blue)

✗ Address Errors

Orders shipped to incorrect or incomplete addresses provided by you

✗ Unclaimed Packages

Orders not picked up from the carrier or post office within the specified timeframe

✗ Refused Deliveries

If you or the recipient refuses the package

Important Product Information

Color & Material Notes:

Colors may appear slightly different on various materials
Digital mockups are enhanced for marketing purposes; actual products may be slightly less vibrant
Different fabric types can affect appearance (smooth vs. textured materials)
These variations are normal and industry-standard

Sizing Note:

Minor variations in design placement may occur across different sizes
This is within acceptable production standards

How to Report an Issue

Timeframe: Contact us within 7 days of receiving your order

What to include:

Your order number
Clear photos of the issue (product + packaging if damaged)
Description of the problem

Response time: We'll review your claim within 2-3 business days

Resolution Process

Once we verify the issue is our responsibility, we'll offer:

Replacement - We'll send a new item at no cost to you
Refund - Full refund to your original payment method (processed within 6-8 business days)

You choose what works best for you.

Important: Do not discard damaged or defective items until we've reviewed your claim and confirmed the resolution.

Shipping Address Requirements

Please ensure your shipping information is accurate and complete:

Full recipient name
Complete street address
Phone number
City, state, and ZIP code

We cannot be responsible for:

Orders shipped to incorrect addresses you provided
Packages returned due to incomplete information
Undelivered orders when the recipient doesn't respond to carrier attempts

Address changes: Contact us immediately after ordering if you need to update your address. Once production begins, changes may not be possible, and you'll be responsible for reordering costs.

Unclaimed Packages

If you cannot receive your order at the delivery address, packages are typically held at:

Your local post office
Carrier pickup location

Our Commitment

We're here to ensure you're happy with your purchase. If you experience any issues:

Refund Details

Refund amount: Equal to your original order cost
Processing time: 6-8 business days after approval
Method: Refunded to your original payment method
Bank processing: Please allow additional time for your bank to post the refund

This policy complies with applicable consumer protection laws. Your statutory rights are not affected by this policy. In some jurisdictions, custom products may be exempt from standard return rights.

By placing an order, you acknowledge that you have read, understood, and agree to this refund and quality guarantee policy.

Questions? We're here to help! Contact us at hello@isolasinclair.com and we'll respond within 24-48 hours.

Digital Products Policy

No Refund Policy for Digital Products

All sales of digital products are final. Due to the nature of digital goods, we do not offer refunds, returns, or exchanges once a product has been purchased and delivered.

Why We Don't Offer Refunds:

Digital products are delivered instantly and cannot be "returned" in the traditional sense. Once accessed, downloaded, or delivered, the product has been received and consumed. To prevent misuse and protect our intellectual property, all digital sales are final.

What Are Digital Products?

This policy applies to all digital products sold on our store, including but not limited to:

Downloadable files (PDFs, images, templates, etc.)
Digital designs and artwork
Printable files
Digital patterns
E-books and guides
Digital planners
Software or digital tools
License keys or access codes
Any other electronically delivered content

Before You Purchase Digital Products

Please Review Carefully:

✓ Product descriptions - Read all details about what's included
✓ File formats - Ensure you can open and use the file types provided
✓ Product previews - Review all preview images and samples
✓ Technical requirements - Verify compatibility with your devices/software
✓ License terms - Understand permitted uses of the digital product

Questions Before Buying?

If you have any questions about a digital product before purchasing, please contact us at hello@isolasinclair.com . We're happy to help you make an informed decision.

What We Cover for Digital Products

While we don't offer refunds, we do guarantee:

✓ Access to Your Purchase

If you experience technical issues accessing or downloading your digital product, contact us immediately and we'll help resolve the issue.

✓ File Delivery Problems

If you don't receive your download link or access information within 24 hours of purchase, we'll resend it promptly.

✓ Corrupted or Defective Files

If your digital file is corrupted, unreadable, or significantly different from what was described, we'll provide a corrected version.

✓ Technical Support

We provide reasonable technical assistance to help you access your purchase.

Timeframe: Report any technical issues within 14 days of purchase.

What We DON'T Cover for Digital Products

We cannot offer refunds for:

✗ Change of mind - All sales are final once delivered
✗ Compatibility issues - Please verify requirements before purchase
✗ User error - Inability to use the product due to lack of skills or knowledge
✗ Buyer's remorse - Not liking the product after purchase
✗ Duplicate purchases - Accidentally buying the same item twice
✗ Software/equipment limitations - Not having the right programs or devices
✗ Printing or production issues - Problems when printing or producing physical items from digital files

Download Instructions

After completing your purchase:

You'll receive an email with download links or access instructions
Links are typically valid for 30 days (or as specified)
Save your files immediately to your device
We recommend backing up your purchases to cloud storage or external drives

Important: Download limits may apply. Please download your files promptly and store them safely. We are not responsible for lost files after successful delivery.

Digital Product Delivery Timeframe

Instant delivery: Most digital products are delivered immediately after payment confirmation
Maximum wait: If you don't receive access within 24 hours, contact us
Check spam folder: Download links may be filtered to spam/junk folders

Chargebacks and Disputes

Important Notice:

Filing a chargeback or payment dispute for a successfully delivered digital product may result in:

Permanent account suspension
Revocation of product access
Legal action to recover costs

If you have an issue with your purchase, please contact us first at [your email] so we can work together to resolve it.

Digital Products - Legal Rights & Exceptions

Limited Exceptions:

We may consider refunds on a case-by-case basis only when:

The product delivered is substantially different from what was advertised
Files are corrupt and we cannot provide working replacements
There was a clear error on our part in the transaction

All exception requests must be made within 14 days of purchase with supporting documentation.

Your Legal Rights:

This policy does not affect your statutory rights under applicable consumer protection laws. In some jurisdictions, you may have additional rights regarding digital products. Nothing in this policy is intended to exclude or limit rights you may have under law that cannot be lawfully excluded or limited.

If you are located in the European Union, you acknowledge that you expressly waive your 14-day right of withdrawal for digital content once delivery has begun with your prior consent.

License and Usage

Digital products are licensed for personal or commercial use as specified in the product description
You may not redistribute, resell, or share digital files
Copyright remains with the creator
Unauthorized sharing or distribution is prohibited and may result in legal action

Please review the specific license terms included with your purchase.

Acknowledgment for Digital Products

By purchasing digital products from our store, you acknowledge that:

You have read and understood this no-refund policy
You agree to these terms
You understand that digital product sales are final
You waive any right to refund once the product is delivered
You accept responsibility for verifying compatibility and requirements before purchase