Refunds and Cancellation

1The three routes

There are three separate ways to get your money back from this shop. They are not the same thing, they do not have the same deadline, and which one helps you depends on what went wrong. This is the short version; each route has its own section below.

Our 14-day promise

Any buyer, any reason, within 14 days of paying.A promise we make in this contract. Not a legal right — and more generous than one.

Cancelling under the regulations

Consumers only, within 14 days — but lost as soon as you agree to download straight away.The Consumer Contracts Regulations 2013. At this shop you agree to that at checkout.

A file that is faulty or not as described

Any buyer, with no 14-day cut-off at all.The Consumer Rights Act 2015 for consumers; our Terms of Sale for businesses. A fix, a replacement, or money back.

If you are not sure which one you are using, tell us what happened and we will work it out. We apply whichever route leaves you better off.

2Your legal right to cancel

If you are a consumer — buying as yourself, not for a business — you normally have 14 days to cancel an online purchase and get all of your money back. That comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and the 14 days run from the day after the order is placed.

Digital content is the exception. The right to cancel does not apply to a download you have already been given, if both of these are true:

1. you expressly consented to us supplying the file before the 14 days were up; and
2. you acknowledged that by doing so you would lose your right to cancel.

Both halves are needed. Consent on its own is not enough, and a general “I accept the terms” is not an acknowledgement of anything.

At this shop both halves are one tick box at checkout: “Make my files available immediately. I understand this ends my 14-day right to cancel this purchase.” You cannot place an order without ticking it, because there is nothing in the shop that is not an immediate download. The moment you ticked it is recorded against your order.

Once you have ticked that box and the order is paid, your statutory right to cancel is gone. It is gone whether or not the file was ever downloaded. What you have instead is our own 14-day promise, in the next section — which is why giving the right up is not the trap it sounds like.

Two cases where the statutory right is still live: an order that has not been paid, so nothing has been supplied — tell us and we will cancel it, and nothing is charged; and an order where something went wrong and the file was never made available to you.

This section is about changing your mind. A file that is broken, or not what the product page described, is a different matter with no 14-day limit on it at all — see the section on faulty files below.

3Our own 14-day promise

Separately from the law, and on top of it, we promise this: ask within 14 days of paying and we refund the order. No reason needed and none asked for. The shop puts it as “fourteen days, no questions”, and that is exactly what it means.

This is a contractual promise, not a favour. Once you have bought, we are bound by the version of this page that was live on the day you bought. We can change the promise for future orders; we cannot change yours after the fact.

1. The 14 days run from the day the order is paid, not from the day you downloaded.
2. You get back what was actually paid for the items on the order, in the currency the order was placed in.
3. You do not have to prove anything, delete anything in front of us, or explain what was wrong.
4. It applies whether you bought as a consumer or for a business. Our checkout does not ask which, and we do not check before refunding.

If you are inside 14 days, this is almost always the route to use. It is faster than anything else in this document, and it does not depend on who you are or on what went wrong.

4What our promise does not cover

The promise is for someone who bought the wrong thing. It is not a way to use the shop for free, so it has edges. Every edge below is an edge of our own promise — none of them limits anything the law gives you.

1. Repeated refunds. If a kit has already been refunded to you, buying it again does not buy another 14 days on it. If there is a pattern of buying and refunding across orders, we may decline a further goodwill refund — in writing, with the reason. Your statutory rights, including everything in the faulty-file section, are untouched by that.
2. MTBAY Complete. The bundle is one order for one product. It is refunded whole or not at all: you cannot keep some of the kits and hand the rest back. Refunding it ends the team licence for everyone it covered.
3. Commissioned work. It is made for you and cannot be sold to anyone else, so the “no questions” promise does not reach it. Commissions have their own section below.
4. The licence. A refunded kit is a kit you are no longer licensed to use. See what happens to your download and licence, below.

5If a file is faulty or not as described

This is the route most people should use, and the one most shops bury. If the file is broken, incomplete, or not what the product page said it was, you are not asking us for a favour and you are not on a 14-day clock.

For a consumer, the Consumer Rights Act 2015 requires digital content to be of satisfactory quality, fit for its purpose, and as described. If it is not, you are entitled to have it repaired or replaced — and if that cannot be done, or is not done in a reasonable time and without significant inconvenience to you, to a reduction in the price, up to and including all of it. If our file damages your device or your own files, you can ask us to put that right too.

There is no 14-day limit on a faulty file. Our 14-day promise is not the answer to “the file will not open”, and nobody here is going to tell you that it is. In England and Wales you have up to six years to bring a claim; that is the legal long stop, not a service promise.

Things that count:

1. The .fig file will not open, or opens empty or corrupted.
2. Pages, components or screens the product page listed are not in the file.
3. The token guide PDF is missing from the download.
4. The file is materially not what the page, the previews or the feature list described.

Things that do not count, because the shop says so before you buy:

1. Variables and variable modes not working on Figma’s free Starter plan. Every kit needs a paid Figma plan and the shop says so on the product page and in the FAQ.
2. Typefaces the file names but does not bundle. We tell you which fonts a kit uses and where to get them; we cannot licence someone else’s typeface to you.
3. Not liking the style. That is a change of mind, and the 14-day promise is what a change of mind is for.

In practice: tell us what is wrong and we try to fix it first — usually a corrected file in your account within five working days. If we cannot fix it, you get some or all of your money back, and we tell you in writing which and why.

If you bought for a business, the same complaint is a breach of our contract with you rather than a Consumer Rights Act claim. We still repair, replace or refund; what we are liable for beyond that is set out in the Terms of Sale.

6How to ask, and what happens next

Email mt@mtbaymarket.com from the address the order was placed with. There is no form and no ticket portal.

Include the order id — it is on your receipt and at the top of the order in your account — and one line about what happened. You do not have to name a route or quote a regulation. Tell us what went wrong and we will apply whichever route leaves you better off.

What happens next: we reply within one working day. If it is a 14-day promise refund, we approve it in that reply and send the money the same day. If it is a faulty file, you either get a corrected file or a written answer saying what we are going to do and when. If we are going to refuse something, we say so plainly and give the reason, so that it can be taken further.

7Which currency you get back

Prices are in pounds on the English side of the shop and in zloty on the Polish side. An order keeps the currency it was placed in, permanently: an order placed in zloty is a zloty order forever, whatever language you are reading the shop in today.

So a refund is made in the currency of the order, for the amount on the order, back to the card that paid. We do not convert it into the currency of the page you happen to be reading, and we do not re-price an old order at today’s prices. Converting it would mean inventing a number.

If your bank converted the payment into a third currency, it will convert the refund too, at its rate on the day the refund lands. That can come out a little more or a little less than was paid. That difference is your bank’s and we cannot cover it.

8How long it takes

Card payments are not connected yet. No order placed through this shop has been charged, so nothing has yet needed refunding. The timings below are what happens once payments are live.

We reply to your email

Within one working day.

A refund under our 14-day promise

Approved in that reply, sent the same day.

The money reaching your card

Usually 5 to 10 working days from when we send it.We send it immediately through Stripe. After that it is your bank’s timetable, not ours.

A fix for a faulty file

We aim for a corrected file within five working days.If it is going to take longer, we tell you how long before the five days are up.

A refusal

In writing, with the reason, within five working days.

Your download links stopping

The moment the refund is sent.

We refund to the card that paid. We cannot send it to a different card, as a bank transfer, or as shop credit, because a refund is a reversal of the original payment and it has to go back the way it came.

9What happens to your download and your licence

A refund ends your licence. When the refund is sent, the MTBAY Standard Licence for that kit ends, the order stops counting as paid, and the download links in your account stop working.

That is the trade: you have your money back, so you do not have the file. You have to stop using the kit and delete the copies you hold, including copies in shared team files if a team licence was refunded. The terms themselves are in the Standard Licence.

What we will not do is unpick work you have already delivered. If a client project shipped before the refund, it shipped, and we are not coming after it. What you cannot do is carry on designing with the kit.

The order stays in your account history with the refund recorded against it, so there is a record on both sides. Buying the kit again later is fine — at the price on the day you buy it.

10Business buyers

If you are buying for a business — a company, a partnership, or as a sole trader for your trade — you are not a consumer, and this is where the two part company. Said plainly rather than left to be inferred:

1. You have no statutory right to cancel. The Consumer Contracts Regulations 2013 give that right to consumers only. They do not apply to you at all, tick box or no tick box.
2. The Consumer Rights Act 2015 does not apply to you either. Its quality and “as described” standards, and its repair, replacement and price reduction remedies, are consumer rights.
3. Our 14-day promise does apply to you. It is our promise rather than the law’s, and we make it to every buyer.
4. A broken or misdescribed file is still our problem. It is a breach of the contract between us, and we will repair, replace or refund it. What we are liable for beyond the price you paid is limited, and the Terms of Sale set out how.

Our checkout does not ask whether you are buying for a business, so in practice we treat every buyer as a consumer unless the order or your email tells us otherwise. If you are buying for a business and it matters to you which rules apply, say so when you buy.

11Commissioned work

Five of the listings in the shop are commissioned design work rather than files: Custom SaaS, Custom Mobile, Custom E-commerce, Custom Landing and Custom Icons. You do not download them. You email us a brief, we quote a fixed price and a date, and the work starts when you accept the quote. The price on the listing is a floor, not a quote.

Cancelling a commission is a different matter from handing back a file, so it has its own rules:

Before work starts

Cancel at any time, at no cost, for any reason. Consumer or business.If anything has already been paid, all of it comes back.

After work starts, before delivery

A consumer can still cancel within 14 days, and pays for the work done up to that point.A proportion of the agreed price, not all of it. We tell you where that stands whenever you ask.

After the work is delivered

No refund for a change of mind.The work was made for you and cannot be sold to anyone else.

Work that is not what we agreed

We put it right. Two revision rounds are included, and more if the brief moved.A consumer whose service was not performed with reasonable care and skill can ask for the work to be done again, or for a reduction in the price.

Our “fourteen days, no questions” promise does not cover commissions. It exists because handing back a downloaded file costs us nothing; commissioned hours are spent and cannot come back.

If you ask us to start a commission inside the 14-day cancellation period, and you acknowledge that finishing it ends your right to cancel, then once the work is delivered that right is gone. We put that in the quote in plain words, so what you are agreeing to is something you can see.

12Chargebacks

A chargeback is asking your bank or card issuer to reverse the payment instead of asking us. You are entitled to do it. We would rather it did not come to that, and not for our sake: under our 14-day promise we refund within one working day, and a chargeback takes weeks.

If you do raise one, we will answer it with the order record — what was bought, when, the consent given to immediate supply and the time it was given, and whether the file was downloaded. We are not going to pretend an order does not exist, and we are not going to invent one either.

1. While a chargeback is open on an order we will not also refund that order. Getting the same money back twice is nobody’s aim, including yours.
2. If we have already refunded you and a chargeback then succeeds anyway, we will ask you to return the duplicate payment.
3. A successful chargeback ends your licence and your downloads in exactly the way a refund does.
4. We do not charge you a fee for raising one.

13If we cannot agree

Email us first. Most of this is settled the same week, and nothing below is faster or cheaper than one sentence saying what went wrong.

If we cannot settle it, we will tell you so in writing and say why. We are not a member of an alternative dispute resolution scheme, so we cannot refer you to one as a matter of course; you are free to take the complaint to any certified ADR provider willing to look at it, or to court.

This policy, and any contract made through this shop, is governed by the law of England and Wales, and disputes are heard by the courts of England and Wales. If you are a consumer living elsewhere, this does not take away the protection of the consumer law of the country you live in.

Who you are dealing with, and the address a formal notice goes to, are on the company details page. The rest of the contract is in the Terms of Sale.