Refund policy

Your rights under consumer law

Our products come with guarantees that can't be excluded under the Australian Consumer Law. If you live in New Zealand, the Consumer Guarantees Act may also apply. Nothing on this page takes those rights away.

We'll fix the problem, send a corrected file or give you a refund if a file you bought:

• is faulty, for example it won't open, or pages are missing or broken;
• isn't what the product page described, for example the wrong handwriting style, paper size or product;
• can't be downloaded, and we can't fix that for you quickly.

For a major problem, you can choose a refund. For a smaller problem that we can fix, we'll send you a corrected file. If we can't fix it within a reasonable time, you can have a refund.

We apply the same approach to every buyer, wherever you live.

Change of mind

The law doesn't require refunds when you simply change your mind. Here's what we offer on top of your rights above.

• Ready-made packs: a full refund if you ask within 14 days of buying, as long as nothing in the order has been downloaded. Once a file has been downloaded, it can't be returned.
• Personalised items, such as a personalised pack or a poster set: no change-of-mind refund, because we make them for your child.
• In an order with both, the ready-made packs can still be refunded on these terms.

This doesn't affect your consumer rights. If any file, ready-made or personalised, is faulty, isn't as described or can't be downloaded, we'll fix it, replace it or refund you.

Personalised files

• We make a personalised file automatically, straight after payment, with exactly the name you typed, so please check the spelling before you pay.
• Spotted a typo? You can fix it yourself on your order page, at no cost, up to 3 times within 24 hours of the file first being made.
• After that, contact us and we'll reset it so you can type the name again.
• If we made a mistake in a personalised file, for example a letter is drawn wrongly, that's a fault and the rights above apply.

Orders from outside our countries

We sell to Australia, the United States, New Zealand and Canada for now. If you pay with a billing address anywhere else, we refund the payment in full automatically, and email you to let you know. You don't need to do anything.

How to ask for a refund

1. Email support@pulsarcraft.com from the email address you used to buy.
2. Include your order number and tell us what's wrong. A screenshot can help. Your order number is on your order page and in your order email. If you can't find it, tell us the email address you used and the date you bought.
3. Please don't send your card details or a child's name.

We aim to reply within 2 business days.

Please contact us before asking your bank to reverse a payment. A bank dispute pauses access to your files while it's open, and if the bank returns your payment, access ends. We can usually sort things out faster.

How refunds are paid

• We refund to the card or account you paid with, through Stripe, in the currency you paid in.
• Your bank usually takes 5 to 10 business days to show the refund.
• When a whole order is refunded, its downloads stop working.