Cancellations, Refunds and Order Problems
This page covers when a refund applies, what happens to your files afterward, and how to reach us about a specific order problem. It also includes a self-service form for requesting cancellation of a recent order.
Content not delivered, or a defective file
If payment was confirmed but your files were never generated, or a file in your ZIP is corrupted, missing, or doesn't match its description, write to contact with your order reference and what went wrong. We'll provide a corrected file or another remedy, and this is not affected by the digital-delivery cancellation terms described below. See the legal warranty in Terms of Sale.
Refunds and what they withdraw
If we or Stripe issue a refund for your order, whether following a valid cancellation, another refund we approve, or a payment dispute, access to download your files and to regenerate them is withdrawn from that point forward. Files already downloaded before the refund remain your responsibility. To request a refund outside the cancellation right described below, email social@alexandrefuchs.fr with your order reference and the reason for your request; we review each request individually.
Your 14-day right to cancel, and immediate delivery
Under the Consumer Contracts Regulations 2013, you generally have the right to cancel an order within 14 days of purchase without giving a reason. Because these are digital files delivered straight away, this right ends early once we've begun supplying your files, provided you gave prior express consent to that immediate delivery and acknowledged losing the cancellation right, as confirmed by the checkbox you ticked before paying. Your statutory rights regarding faulty digital content, described above, are not affected by this. Full wording is in our Terms of Sale.
Submit a cancellation request
If you still want to submit a cancellation request for a recent order, for example if you believe delivery had not yet begun, use the form below. It sends your request directly to us with your order details. A receipt confirming we received it is emailed to you and can also be downloaded on the spot, and we review each request against the terms that applied to your order.
Other order problems
For a missing confirmation email, a broken personal file link, or a general order question that isn't a refund or cancellation, see downloads and licence or write to contact with your order reference.