Refund & Digital Product Policy
This policy explains how refund requests, faulty or missing digital files, duplicate payments, compatibility issues, cancellations, and other purchase problems are handled at Brushes Pack.
Digital products work differently from physical returns.
Our products are digital downloads.
Brushes Pack sells downloadable creative resources rather than physical merchandise. Once digital content has been supplied, it cannot be physically returned in the same way as a traditional product.
A fair policy for digital products and genuine purchase problems.
Thank you for choosing Brushes Pack. Our marketplace provides downloadable creative resources that may include brushes, textures, actions, presets, templates, mockups, overlays, effects, plugins, palettes, patterns, and other digital assets.
Because these products are supplied electronically, refund and cancellation rules can differ from those applying to physical goods.
At the same time, a digital product should correspond with its description and be supplied in a usable form for its stated purpose and compatibility. If you believe there is a genuine problem with a purchase, please contact Brushes Pack support so we can review the relevant order and file.
Nothing in this policy is intended to exclude, restrict, or replace any statutory consumer right that cannot legally be excluded or restricted.
Why digital downloads require a different refund approach.
A downloadable creative asset can normally be accessed or copied after delivery. For that reason, digital-content purchases cannot always be handled like unopened physical merchandise.
Immediate Digital Supply
Depending on the order, digital files may become available shortly after successful payment rather than being shipped at a later date.
No Physical Return
A downloaded brush, preset, template, texture, plugin, or other digital file cannot be physically returned to Brushes Pack after access has been supplied.
Consumer Rights Still Apply
The digital nature of a purchase does not remove applicable statutory rights concerning digital content that is faulty, materially not as described, or otherwise non-conforming.
Digital downloads and cancellation
Special rules can apply when digital content is supplied online and the customer requests access before an otherwise applicable cancellation period has ended.
Important information about immediate digital delivery
- Immediate supply: where applicable, you may be asked during checkout to consent to digital content being supplied immediately.
- Loss of cancellation right: where required by applicable law, you may also be asked to acknowledge that beginning the supply of digital content can result in the loss of an applicable statutory cancellation right.
- Consent matters: any loss of a statutory cancellation right applies only where the legal requirements for that loss have been satisfied.
- Your statutory rights remain: losing a cancellation right for properly supplied digital content does not eliminate statutory remedies that may apply if the digital content is faulty or otherwise does not conform to legal requirements.
Situations we can review
If there is a genuine problem with your purchase, please contact us. Depending on the circumstances, the appropriate solution may include correcting the download, supplying a replacement file, resolving delivery, or providing another remedy where required or appropriate.
Faulty or Corrupted File
If the supplied file is genuinely corrupted or unusable and a fresh download does not resolve the problem, contact us so the file can be investigated and, where appropriate, corrected or replaced.
Missing Advertised File
If the product description states that a particular file or resource is included but it is genuinely absent from the supplied download, let us know so we can review the discrepancy.
Materially Not as Described
If the digital content supplied materially differs from the product description applicable to your purchase, contact support with the product and order information.
Duplicate Payment
If you accidentally completed duplicate purchases or believe you were charged more than once for the same intended transaction, provide the relevant order and payment details for review.
Download Not Supplied
If payment completed successfully but you cannot access the purchased digital content, contact us so we can verify the order and restore or provide the appropriate access where possible.
Other Statutory Remedy
If applicable consumer law gives you a remedy that is not specifically described on this page, this policy does not remove that right.
Situations that generally do not justify a discretionary refund
Subject always to applicable statutory rights, the following situations generally do not qualify for a discretionary refund where the digital product was supplied as described and is not faulty.
Change of Mind
You decide after purchasing or accessing the product that you no longer want, like, or need it.
Wrong Software Purchased
You purchase a product clearly identified for different software, a different operating system, or another platform from the one you use.
Unsupported File Format
The product page correctly identifies the supplied format, but your chosen application does not support that format.
Installation Difficulty
You need assistance importing, installing, extracting, or using an otherwise functional product in compatible software.
Failure to Review Product Information
Important compatibility, contents, software, format, or other information was clearly provided on the product page but was not reviewed before purchase.
Expected Feature Not Advertised
You expected a feature, file, format, software version, or other resource that was not stated as included in the product description.
Third-Party Software Changes
A compatible third-party application is later changed, discontinued, or updated in a way that affects an older digital resource.
Insufficient Device or Software Requirements
Your device, application, operating system, storage, or software version does not meet clearly stated product requirements.
Software and compatibility responsibility
Digital creative assets can be application-specific. Please review the individual product page carefully before completing checkout.
Examples of compatibility information to check
-
Procreate: a Procreate-specific
.brushsetor related file should not automatically be assumed to work in Photoshop, Illustrator, or another application. -
Photoshop: an
.abr, action, layer style, mockup, or other Photoshop resource may require compatible Adobe software. -
Clip Studio Paint:
.sutand other Clip Studio Paint resources require appropriate compatible software. - Plugins: some plugins can be operating-system or software-version specific. A Windows plugin should not automatically be assumed to include a macOS version.
- Version requirements: software developers can change compatibility over time. Check any stated application or version requirements before purchasing.
This policy does not replace your statutory rights.
Consumer-protection laws may provide mandatory rights and remedies depending on your location and the circumstances of your purchase.
Where a provision of this policy conflicts with a mandatory right that cannot legally be excluded, the applicable mandatory law takes priority.
Faulty digital content is different from simply changing your mind.
A decision that you no longer want a correctly supplied digital product is different from a situation where digital content is genuinely faulty, materially not as described, or otherwise fails to meet applicable legal requirements.
Where applicable law requires a repair, replacement, price reduction, refund, or another remedy, Brushes Pack will not use this policy to remove that statutory entitlement.
This is also why we ask customers experiencing technical problems to contact us with the relevant order and product details: some problems can be resolved quickly by supplying a corrected file, restoring access, or identifying the correct download.
If there is a problem with your purchase, give us enough information to investigate it.
Providing complete order information helps us identify the transaction and understand the issue without unnecessary delays.
Contact Support
Use the Brushes Pack Contact Us page or email our support address.
Provide Your Order
Include your order number and the email address used when purchasing.
Explain the Problem
Identify the product and explain clearly what is missing, faulty, duplicated, or otherwise incorrect.
Allow Us to Review
We will review the information and determine the appropriate response based on the circumstances and applicable rights.
Helpful information to include
- Order number: the Brushes Pack order number associated with the purchase.
- Purchase email: the email address used during checkout.
- Product: the product name or URL.
- Problem: a clear explanation of what happened and what you expected.
- Technical information: for compatibility issues, include the application, operating system, or device involved.
- Supporting information: where useful, include a screenshot or error message that helps explain the issue, but never send passwords, full card numbers, or security codes.
Accidentally paid twice for the same purchase?
Duplicate orders can happen—for example, when checkout is submitted again because the first payment appears not to have completed.
Please send us both order numbers.
If you believe the same intended purchase was charged more than once, contact support and provide all relevant order numbers and the purchase email.
We will compare the transactions and review whether they represent a genuine duplicate purchase.
If you only see multiple temporary payment authorizations but do not have multiple completed Brushes Pack orders, your bank or payment provider may also be able to explain the status of those authorizations.
How an approved refund is handled
Where a refund is approved or legally required, it will generally be returned through the appropriate original payment route where possible.
Original Payment Method
Where possible, an approved refund is sent back through the payment method associated with the original transaction rather than being paid to an unrelated account.
Processing Time
After a refund is issued by Brushes Pack, the time required for the credit to appear can depend on the payment processor, card issuer, bank, payment method, and region.
Order Records
The relevant order may be updated to reflect the refund or other resolution applied to the transaction.
Access After Refund
Where a purchase is fully refunded, continued access to the refunded digital product may be disabled where appropriate and permitted by applicable law.
Please contact us first when appropriate.
Many order problems—including missing files, duplicate orders, incorrect downloads, and access issues—can often be investigated directly using your order information.
We want genuine payment problems resolved fairly.
If you do not recognize a transaction, believe you were charged incorrectly, or have another payment concern, you may have rights through your bank or payment provider.
Where the issue concerns a Brushes Pack order that you recognize, we encourage you to contact us first when practical. This gives us an opportunity to check the order, payment, file delivery, and any duplicate transaction before the matter escalates.
If a payment dispute or chargeback is opened, we may provide the payment provider with relevant transaction and order records as permitted by law and applicable payment-provider procedures.
Nothing in this policy prevents a customer from exercising a lawful right to contact their bank, card issuer, payment provider, regulator, or other appropriate body.
Fraudulent or abusive requests
This policy is intended to help resolve genuine customer problems. It is not intended to enable fraud, repeated unauthorized redistribution, or deliberate abuse of digital downloads.
- Accurate information: customers should provide truthful information when submitting a refund, payment, or support request.
- No false claims: knowingly misrepresenting whether a file was delivered, whether an order was authorized, or whether a product was defective may result in additional review.
- Security: suspicious activity may be reviewed to protect customers, payment systems, creators, and the Brushes Pack marketplace.
- Lawful action: where there is credible evidence of fraud or misuse, Brushes Pack may take reasonable action consistent with applicable law, contractual terms, and payment-provider rules.
Common questions about refunds and digital purchases.
Can I get a refund because I changed my mind?
Where digital content has been properly supplied and an applicable cancellation right has validly ended, a simple change of mind generally does not qualify for a discretionary refund. Any statutory rights that still apply remain unaffected.
What happens if the file I purchased is corrupted?
Download a fresh copy first where possible. If the supplied file remains genuinely defective, contact support. We can investigate the file and provide the appropriate remedy where applicable.
What if part of the advertised product is missing?
Contact us with the order number, product URL, and the exact advertised item you cannot find. We can compare the listing with the supplied download and investigate the discrepancy.
I bought a Procreate product but use Photoshop. Can I get a refund?
If the product was clearly described as a Procreate product before purchase and the supplied files are correct, purchasing it for incompatible software generally does not qualify for a discretionary refund. Contact us if you believe the product information itself was inaccurate or unclear in a material way.
I accidentally purchased the same product twice. What should I do?
Contact support with both order numbers and the purchase email. We can review whether the transactions represent a genuine duplicate purchase.
I paid but never received the download. Is that refundable?
Contact us first so we can verify the payment and restore or provide the purchased download where possible. If the digital content cannot be supplied, the appropriate remedy will be determined according to the circumstances and applicable rights.
Can I request a refund if I do not know how to install the product?
Installation difficulty alone generally does not make an otherwise functional and correctly described digital product defective. Check our FAQ or contact support if you need help understanding the supplied file.
Does this policy remove my consumer rights?
No. Nothing in this policy is intended to exclude or restrict statutory consumer rights that cannot legally be excluded or restricted.
How do I make a refund or product-problem request?
Use the Contact Us page or email [email protected]. Include your order number, purchase email, product name, and a clear explanation of the problem.
Having a genuine problem with a purchase? Tell us what happened.
If a file is missing, corrupted, materially different from its description, inaccessible after payment, or you believe a payment was duplicated, contact Brushes Pack with the relevant order information so the issue can be reviewed.
Please include your order number and the email address used at checkout whenever possible.
Contact Support