Refund, Cancellation & Failed-Delivery Policy
Version 2026-09-v1 · effective 2026-09-25
Digital orders are final once delivered — with the exceptions consumer law and honest practice require.
1. Digital products and the general rule
Images sold on CadPNG are digital products delivered by download. By confirming an order you ask for immediate delivery and acknowledge that, once the original has been delivered, the purchase is complete and is not refundable in the ordinary case.
This is the rule for change of mind, for a licence tier you should have chosen differently, for a project that was cancelled, or for an asset you no longer need. Orders are not cancellable after the original has been delivered.
2. Where a refund or remedy is due
A refund (or, where you prefer and we can provide it, an equivalent replacement) is due where the purchase did not give you what you paid for. In particular:
- Failed delivery — the original was never delivered, the link expired unused, or the transfer could not complete. Remedy: re-issue, replacement or refund, at your choice.
- Corrupt or unusable file — the delivered file cannot be opened or is not the format, resolution or asset described. Remedy: replacement or refund.
- Duplicate or wrong charge — you were charged twice for the same licence, charged an amount different from the confirmed total, or charged for an order that failed. Remedy: refund of the incorrect amount.
- Misdescribed asset — the licence or the asset delivered does not match what the image page advertised (for example a different licence tier or a materially different file), and it cannot be corrected. Remedy: replacement or refund.
- Non-delivery after payment — payment was taken but no licence or download entitlement was granted, and support could not resolve it. Remedy: refund.
- Undisclosed restriction — a legal restriction on the asset (for example an intellectual-property claim) prevents the use the licence granted. Remedy: refund.
3. Your non-waivable rights
Nothing in this policy excludes or limits rights you have under mandatory consumer law where you live, including any statutory cooling-off period or right of withdrawal that applies to your purchase, and any right to a remedy for a service or product that is not as described.
Where the law of your country gives you a right that is broader than this policy, that right prevails. Where a statutory right of withdrawal would otherwise apply, you expressly request immediate delivery of the digital content and acknowledge that the withdrawal right ends once delivery is complete — that acknowledgement is recorded with your order.
4. How to ask for a remedy
Write to hello@example.com or with the order reference and a short description (and, for a corrupt file, the error you see). We aim to answer within 2 business days.
Where a remedy is due we reverse the charge through the original payment provider, so the timing of the credit depends on that provider (typically 5–10 business days for card payments and up to 30 days for some bank transfers). Bank-transfer orders are refunded to the sending account; provide the account details only through a channel our support team has confirmed.
5. Payment providers, chargebacks and reversals
- Refunds are always returned through the payment provider used for the purchase (the payment providers offered at checkout). We cannot refund to a different card or account.
- If you raise a chargeback or payment dispute with your provider (Stripe, PayPal, JazzCash, EasyPaisa or your bank) instead of contacting us first, we must follow the provider's evidence process: the provider decides, and the licence may be suspended while the dispute is open.
- A reversed or charged-back payment withdraws the licence: the account's access to the asset, its download entitlement and any unused package credits for that order are cancelled from the date of the reversal.
- Where a package purchase is refunded, unused credits are cancelled; credits already consumed are not refundable, because the corresponding licences were delivered.
- Provider fees, currency-conversion differences and bank charges are governed by the provider's own terms; where those fees are charged by us for a refund caused by your error, they are disclosed before we act.
6. Reversals for misuse
We may refuse a remedy, and may suspend the account, where the request is fraudulent, where the asset was already delivered and used in breach of the licence, or where the one-time download rule was circumvented. Any refusal is explained in writing, and your statutory rights remain unaffected.