Returns, Cancellations & Digital Downloads Policy
Last updated: 27 July 2026
This Returns, Cancellations & Digital Downloads Policy explains how cancellations, returns, refunds, and digital downloads work for purchases from AuDHDDesign.
This policy applies to purchases made through www.audhddesign.com. It does not limit any legal rights you may have under applicable consumer law.
1. Product types
AuDHDDesign sells digital products and may also sell physical products.
A product page will state whether the item is:
- a digital download;
- a physical product shipped to you; or
- a product that includes both digital and physical elements.
Please read the product description carefully before placing your order.
2. Physical products
Physical products are products that are printed, made, packed, and shipped to you.
Examples may include printed planners, laminated cards, physical support tools, or other paper-based products.
3. Your right of withdrawal for physical products
If you are a consumer buying a physical product online, you usually have the legal right to withdraw from the purchase within 14 days of receiving the product, without giving a reason.
This means you must let me know within 14 days after delivery that you want to withdraw from the purchase and return the product.
The 14-day withdrawal period starts on the day after you, or someone chosen by you, receives the product.
If your order is delivered in separate parts, the 14-day withdrawal period starts on the day after you receive the last item in that order.
4. How to withdraw from a physical product order
To use your right of withdrawal, you must let me know clearly within the 14-day withdrawal period.
You can do this by:
- using the cancellation/withdrawal option on the website, if available;
- emailing audhddesign@gmail.com; or
- using the withdrawal form at the bottom of this policy.
Please include your name, order number, email address used for the order, and the product you want to return.
After you have told me that you want to withdraw from the purchase, you must send the product back within 14 days.
A product is not considered properly returned just because a package is refused, not collected, or sent back without notice. Please contact me first so the return can be handled correctly.
5. Return condition for physical products
You may inspect a physical product in the same way you reasonably would in a shop.
Returned products should be sent back complete, unused, and in reasonable condition, including any included cards, pages, rings, packaging, or accessories where possible.
You are responsible for any reduced value of the product if it has been used, damaged, written in, altered, or handled more than necessary to inspect it.
6. Return shipping costs
Unless the product arrived damaged, defective, incomplete, or incorrect, you are responsible for the direct cost of returning the product.
Return shipping costs are not refunded unless required by law or unless the return is due to an error by AuDHDDesign.
You are responsible for making sure the return is packaged safely and sent to the correct return address.
Please keep your proof of postage until the return has been received and processed.
7. Refunds for withdrawn physical product orders
If you withdraw from a physical product purchase within the legal withdrawal period, I will refund the eligible order amount within 14 days after you tell me that you are withdrawing from the purchase.
I may wait to issue the refund until I have received the returned product, or until you have provided proof that you sent it back.
If you return the full order, the refund will include the product price and the original standard delivery cost.
If you chose a more expensive delivery option than the standard delivery option offered, the extra delivery cost may not be refunded.
If you return only part of an order, the original delivery cost may not be refunded.
Return shipping costs are not refunded unless the product arrived damaged, defective, incomplete, incorrect, or unless the return is due to an error by AuDHDDesign.
Refunds are usually made to the same payment method used for the original purchase, unless we agree otherwise.
8. Custom or personalised physical products
Custom-made or personalised physical products may not be eligible for withdrawal once production has started, if the product has been made specifically for you.
This only applies where the product page clearly states that the item is custom-made or personalized.
This does not affect your rights if the product arrives damaged, defective, incorrect, or does not match what was ordered.
9. Damaged, defective, or incorrect physical products
Please contact me as soon as possible if your physical product arrives damaged, defective, incomplete, or incorrect.
Email audhddesign@gmail.com with:
- your order number;
- a description of the issue;
- clear photos of the product, packaging, and damage or mistake where relevant.
Depending on the situation, I may offer a replacement, repair, missing part, return, or refund.
Nothing in this policy limits your legal guarantee rights. If a product is defective or does not meet reasonable expectations, you may have additional rights under consumer law.
10. Incorrect addresses, refused parcels, uncollected parcels, and failed delivery
Please make sure your shipping address is complete and correct before placing your order.
If a parcel cannot be delivered because the shipping address provided at checkout was incorrect or incomplete, or if the parcel is refused, not collected, or returned because of the customer’s actions or inaction, this is the customer’s responsibility unless the issue was caused by an error by AuDHDDesign.
In these situations, AuDHDDesign is not responsible for refunding the order, original shipping costs, return shipping costs, postal handling fees, customs fees, or any extra costs caused by the incorrect address, refusal, non-collection, or failed delivery.
If the parcel is returned to AuDHDDesign in good condition, AuDHDDesign may, at its discretion, offer to resend the order after the customer has paid the new shipping costs.
If the parcel is not returned to AuDHDDesign, or is returned damaged because it was refused, uncollected, incorrectly addressed, or otherwise not received due to the customer’s actions or inaction, no refund or replacement will be offered.
Refusing a parcel, not collecting a parcel, or providing an incorrect or incomplete address is not the same as making a proper return under the right of withdrawal. To use the right of withdrawal, the customer must clearly notify AuDHDDesign within the legal withdrawal period and follow the return instructions in this policy.
11. Lost or delayed parcels
Estimated delivery times are estimates and may vary due to postal delays, customs processing, holidays, or other circumstances outside my control.
If a parcel appears lost or significantly delayed and the shipping address you provided was complete and correct, please contact me so I can help investigate with the postal carrier.
12. International orders, customs, and import fees
For orders outside the Netherlands, your country may charge import duties, taxes, customs fees, postal handling fees, or other local charges.
These charges are not included in the product or shipping price unless clearly stated otherwise.
You are responsible for any import duties, taxes, customs fees, or postal handling fees charged by your country.
If you return an international order, customs fees, import duties, taxes, and postal handling fees paid to your local authorities are not refunded by AuDHDDesign.
13. Digital products
Digital products are products that are supplied electronically, such as printable files, digital planners, templates, PDFs, Canva templates, Notion templates, or other downloadable content.
No physical product will be shipped for digital-only products.
After purchase, your digital files may be made available through the checkout confirmation, order email, customer account, download page, or template link.
14. No withdrawal after digital access starts
Because digital products are made available immediately or shortly after purchase, you may be asked before completing your order to confirm that:
- you agree to immediate access to the digital content; and
- you understand that you lose your right of withdrawal once the digital content is supplied, downloaded, opened, or accessed.
Once the digital product has been supplied, downloaded, opened, or accessed, the order is generally non-refundable.
15. Digital products are not normally refunded for
Refunds are not normally offered for digital products when:
- you change your mind after purchase;
- you bought the wrong product;
- you did not read the product description before purchase;
- you expected a physical product when the listing stated it was digital;
- you do not have the required software, printer, device, app, account, or internet access;
- you have difficulty printing due to printer settings, paper, ink, colour profiles, or device issues;
- colours look different on screen compared with print;
- you decide the product is not the right fit after accessing the files;
- you no longer want to use the product after downloading or opening it.
16. Help with digital product issues
I still want you to be able to access what you purchased.
Please contact me if:
- you cannot download your files;
- the download link does not work;
- the wrong file was supplied;
- a file is damaged or technically unusable;
- a template link does not open correctly;
- you accidentally purchased the same product twice;
- there is another clear technical issue with your order.
In these cases, I may offer a replacement file, help with access, a corrected link, or consider a refund depending on the situation.
17. Duplicate purchases
If you accidentally purchase the same product twice, contact me as soon as possible with both order numbers.
Duplicate purchase refunds may be considered if the duplicate order can be verified and the circumstances make this reasonable.
18. Product compatibility
Product descriptions will usually state the file type, size, format, intended use, and any software, app, account, printer, or material requirements where relevant.
Please check the product description before purchasing to make sure the product fits your needs, device, printer, software, and intended use.
19. Mixed orders with digital and physical products
If your order contains both digital and physical products, different cancellation, withdrawal, return, and refund rules may apply to different parts of the order.
The physical product may be eligible for withdrawal and return under the physical product rules above.
The digital product may not be refundable once it has been supplied, downloaded, opened, or accessed after your consent.
20. Contact
For help with a cancellation, return, download, refund question, or order issue, contact:
Please include your order number and the email address used for the order.
21. Withdrawal form for physical product orders
You may use this form to withdraw from a physical product purchase, but you do not have to use this exact form. Any clear statement that you want to withdraw from the purchase is enough.
To: AuDHDDesign
Email: audhddesign@gmail.com
Return address: P.A. de Genestetstraat 73, 3362TE, Sliedrecht, Zuid-Holland, The Netherlands
I hereby give notice that I withdraw from my purchase of the following physical product(s):
Product name(s):
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Customer email address:
Date:
Please email this form to audhddesign@gmail.com.