Legal
Refund Policy
When a refund is available for a digital purchase, and how to ask for one.
This policy applies to purchases from the FORMFOLK STUDIO website and should be read with our Terms & Conditions and Delivery Policy.
Overview
Every product sold by FORMFOLK STUDIO is a digital design asset, such as a font, icon set, illustration pack, template, UI kit, mockup or motion file, delivered by download link or email. Nothing is shipped, so there are no returns of physical goods. This policy explains when a refund is available for a digital purchase.
When We Refund
Because files are made available immediately and cannot be “returned”, a purchase is generally final once the download link or files have been delivered. We will, however, refund (or, where you prefer, replace) your purchase in these situations:
- Payment taken but no delivery. Your payment was confirmed but you did not receive your download link or files, and we are unable to deliver them within a reasonable time after you contact us.
- Duplicate payment. You were charged more than once for the same order. We will refund the duplicate amount.
- Unusable files. A file is corrupted or cannot be opened, and we cannot supply a working replacement within a reasonable time.
- Not as described. The product materially differs from its listing (for example, a stated file is missing from the delivery) and we cannot correct this.
- Cancellation before delivery. You ask to cancel before any download link or files have been sent to you.
How to Request a Refund
Email form.folk@outlook.com with your order reference (shown on the payment result page and in your payment confirmation), the email address used at checkout, the SKU, and a short description of the problem. Screenshots help where a file will not open. Please send your request within 7 days of purchase. We will reply to confirm whether the request is accepted, and may first offer a corrected or replacement file.
When a Refund Is Not Available
A refund will normally not be given for:
- change of mind, or ordering the wrong product, after the files have been delivered;
- incompatibility with software or devices you use. The included file formats (for example AI, PSD, Figma, OTF, PPTX) are stated on every product page, so please check them before you buy;
- design or commercial results, and differences between the preview scenes on a product page and your own finished work. Previews show how files may look, and only the files listed under “What’s included” are supplied;
- products that have been shared, resold, redistributed or sublicensed in breach of the licence, or where the files have been materially used or customised, other than for the reasons listed above;
- free-of-charge items or discounts already applied to your price.
Refund Method & Timing
Approved refunds are returned to the original payment method through our payment gateway provider. Once a refund is approved we aim to process it within 14 business days; the time the money takes to appear depends on your bank, card issuer or e-wallet provider.
Effect on Your Licence
When a refund is approved, the licence for that product ends. You must stop using the files and delete all copies, and we may disable any access we have provided.
Contact
Refund questions: form.folk@outlook.com, +6010-434 2335. FORMFOLK STUDIO SDN. BHD., Level 10, Southern Tower First Subang, Jalan SS15/4G, 47500 Subang Jaya, Selangor, Malaysia.