Refunds

In short: Because you personalise each product yourself and receive it instantly as a download, purchases are final — you won't get a refund simply for changing your mind. But if something genuinely goes wrong on our side, we'll fix it 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. However, the law provides exceptions, and Tvorya products fall within them for two reasons:

• They are personalised by you. Each product is made to your specifications — your details, your choices, your design. The law excludes the right of withdrawal for goods that are made to the consumer's specifications or are clearly personalised.
• They are digital content delivered instantly. Your product is supplied to you immediately as a digital download. For digital content, the right of withdrawal does not apply once delivery has begun, where you have given your prior express consent to that immediate delivery and acknowledged that you therefore lose the right of withdrawal.

For these reasons, once your product has been generated and made available to you, the purchase is final and is not eligible for a refund based on a change of mind. We tell you this clearly before you buy, and (where required) we ask you to confirm your consent to immediate delivery at checkout.

2. When we DO refund

Your statutory rights are not affected, and a "no refund" rule cannot cover failures on our side. We will repair, re-deliver, or refund 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.

3. How to contact us about a purchase

For any problem with an order, reach 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.