Refunds

In short: Because you agree at checkout that we may deliver your product straight away, purchases are final, so you won't get a refund simply for changing your mind. But if something genuinely goes wrong on our side, we'll put it right or refund you. Your legal consumer rights always apply.

This page explains our refund policy and your consumer rights. It forms part of your agreement with us, alongside our Terms of Use.

1. Why purchases are final

Under EU consumer law, buyers normally have a 14-day "right of withdrawal" to cancel an online purchase. The law provides an exception for digital content that is not supplied on a physical medium, and Tvorya products fall within it.

At checkout, before you pay, you give your express prior consent for us to begin delivering your product immediately, before the 14-day period expires, and you confirm that you thereby lose the right of withdrawal. You cannot complete a purchase without confirming this, and we repeat that confirmation in the email we send when your product is delivered.

So once your product has been made available to you, the purchase is final and is not eligible for a refund based on a change of mind.

Where the right of withdrawal does apply, you have 14 days from the day the contract is concluded, and you exercise it by telling us your decision in a clear statement - by email to support@tvorya.com, or through the Help Center. You may use the standard withdrawal form set out in Annex 6 to the Consumer Protection Act, but you are not required to.

2. When we DO refund

Your statutory rights are not affected, and a "no refund" rule cannot cover failures on our side. Separately from the 14-day right of withdrawal, Bulgarian law gives you a legal guarantee of conformity lasting two years from the day we supply your product. It covers a defective product rather than a change of mind, and it is not waived by the confirmation you give at checkout.

You can ask us to put things right where:

• you paid but your product was not delivered;
• the delivered file is faulty, corrupt, or materially not what you purchased;
• there was a clear technical error in the transaction (for example, you were charged twice).

In these cases, please contact us through the Help Center and we will put it right, by re-delivering a corrected file or refunding you.

3. How to request a refund

You do not need to write to us to start a refund. Every design you have paid for has its own refund form, and there are two ways to reach it:

• From your account. Open your Drafts and use the Request a refund link next to the design in question. It appears only on designs you have paid for, and only if you have not already sent a request for that design.
• From your purchase email. The delivery email we send after every purchase contains a request a refund link for that specific design.

The form asks for one thing: a short description of why you are asking. Once you send it, we review the request and email you our decision. You can send one request per design.

If your problem is not tied to a particular design, for example a double charge, or you would simply rather write to a person, contact us through the Help Center with your order details. We aim to respond promptly and resolve genuine issues fairly.

4. Your consumer rights and dispute resolution

Nothing in this policy limits the consumer rights you have under Bulgarian or EU law. If we cannot resolve a complaint directly, you may contact the competent Bulgarian consumer-protection authority (the Commission for Consumer Protection / Комисия за защита на потребителите) or another alternative dispute resolution body.

5. Changes to this policy

We may update this policy from time to time. Material changes will be reflected in the "Last updated" date.