Refund policy
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Refund & Returns Policy
Last updated:
We want you to love what you buy from Constella. This policy explains how returns, refunds and replacements work across our digitally-delivered assets, custom designs, 3D-printed items, and print-on-demand goods (including cake toppers and edible decorations produced by our partner baker).
1) Eligibility at a Glance
- Digital items (downloads/templates): non-refundable once delivered, except where files are defective or not as described. We will repair, replace, or refund at our discretion.
- Custom services (AI design, logo work, prompt packs): non-refundable after work has begun. We include revisions per the service listing.
- 3D-printed & made-to-order items: returnable only for manufacturing defects, transit damage, or incorrect item received.
- Print-on-demand & edible cake decorations: returnable only for defects, damage, or print errors. Edible items cannot be returned once opened.
2) Time Windows
- Report issues within 7 days of delivery (physical items) or download (digital items).
- Provide photos/videos for damage or print issues so we can help fast.
3) What We’ll Do
- Digital items: fix access problems, replace corrupt files, or refund if we cannot remedy.
- Physical items: we’ll replace or refund for verified defects/damage. We may provide a prepaid label or ask you to dispose of the defective item safely.
4) Non-Returnable
- Change-of-mind purchases.
- Opened or partly-used edible products (unless there’s a quality issue).
- Customised items where specs were met.
- Final-sale items marked non-returnable.
5) How to Start a Return/Issue
Email phoenixai.designs@mail.com with:
- Order number and item name
- Issue description
- Photos/video (for physical items)
6) Refunds
Approved refunds are issued to your original payment method. Processing times depend on your bank/card provider (typically 3–10 business days after we process the refund).
Constella (Phoenix AI-Designs)
47 Havergate Road, Flat 2, Reading, RG2 0FY, United Kingdom
Tel: 01184 115 007 · Email: phoenixai.designs@mail.com