Refund and cancellation policy

This policy explains when we give refunds on orders from https://makeitpaper.com. It is part of our terms of service.

In short: we do not give refunds on digital downloads. But if something is wrong with your order, we fix it, and it costs you nothing.

1. All sales are final

Every design is a digital file you can download straight after paying. There is nothing to send back, and a downloaded file cannot be returned. So all sales are final.

We do not give refunds when:

• you changed your mind;
• you bought a design by mistake, or bought the same one twice;
• you meant to buy a different design;
• you no longer need it;
• you expected something the product page does not mention;
• you do not have the printer, cutting machine or app the files are made for; or
• the design works as described, but the model was harder to make than you hoped, or you did not like how it turned out.

Each product page lists what is in the download, which cutting machines it works with, the finished size and the paper you need. Please read it before you buy, and ask us if anything is unclear. Email support@makeitpaper.com and we will give you an honest answer, even if that answer is “this one is not right for you”.

If you get stuck while making a model, write to us too. We are happy to help you finish it.

2. Cancelling an order

Your files are ready the moment your payment goes through, so an order cannot be cancelled after you pay.

Before you pay, there is nothing to cancel. Designs in your cart are not an order and are not charged. You can remove them at any time.

We do not sell subscriptions, so there is nothing that renews or charges you again.

3. When we always fix it

“All sales are final” does not mean you are on your own. In each of these cases, we solve the problem at no cost to you:

• A file is wrong, damaged or will not open. We send you a working copy right away. If we cannot, we refund that design in full.
• You cannot get to your downloads. A lost email, an expired link or a typo in your email address: we get you back in, always for free.
• You were charged twice for the same order. We check with the payment company and refund the extra charge.
• You paid but did not get your design. We deliver it right away, or refund you in full if we cannot.
• The design is clearly different from its product page. We mean a real difference, such as a file the page promised that is missing, and not a matter of taste. We fix the file or refund you.
• You did not make the payment. Tell us, and we will look into it with the payment company and act on what we find.

Please email us before you ask your bank for a chargeback. We can almost always fix these problems within a day. A chargeback takes weeks. See section 7.

4. Other refunds

Outside the cases in section 3, we are not required to give a refund. Any other refund is our choice alone.

We are a small team, and we do not want anyone to feel cheated. If you have a genuine reason, we will look at your request fairly. We consider:

• whether the request is honest;
• how soon after buying you asked;
• whether you downloaded or used the files;
• whether we could have prevented the problem, or can still fix it; and
• your past orders and requests.

Giving one person a refund does not mean we must give one to anyone else. We may say no without giving a reason. We refuse requests that are repeated, abusive or made to get designs for free, and we may stop access under our terms in those cases.

5. How to ask for a refund

Email support@makeitpaper.com from the email address you used to buy. There are no accounts, so that address is how we find your order.

Please include:

• the name of the design;
• your order number from your receipt (it starts with #), or the date you bought it;
• what went wrong; and
• a screenshot or the exact error message, if a file did not download or open.

We reply to every request within 2 business days.

6. What happens next

We may ask for more details, such as which file you opened, which app you used or which steps you followed. We decide within 5 business days of having everything we need, and we tell you the result by email either way.

If we approve a refund:

• we refund only to the payment method you used, in the currency you paid in;
• your licence to that design ends, your access to it ends, and you must delete every copy of its files;
• your bank or payment company decides how long the money takes to arrive, usually 5 to 10 business days and sometimes longer for international cards; and
• if your bank charged a fee or used an exchange rate on the original payment, the amount you get back may be slightly different from what you paid. We cannot control that.

7. Chargebacks

If you do not recognise a charge or think something is wrong, please email us first. We keep a record of every order and every download, and we can usually solve the problem the same day.

If you start a chargeback without contacting us, we may pause access to all purchases on your email address until it is settled. We will send the payment company proof of the order, its delivery and your downloads. A chargeback made in bad faith breaks our terms, and we may end your access for good.

8. We would rather fix it

This policy is firm because a downloaded file cannot be given back, not because we want to keep money from an unhappy customer. If something is not working, tell us. Almost every time, the answer is a working file, your access back, or a clear explanation, quickly and for free.

Our Help Center answers most download questions in a minute. Or write to support@makeitpaper.com and a real person will reply.

9. Changes to this policy

We may update this policy. The version on this page, with its “Last updated” date, is the current one. Changes apply to orders placed after we publish them.

10. Contact us

Questions about refunds or cancellations: support@makeitpaper.com.

Makeitpaper is run by Inspireways.