Refund policy

Returns and refunds

Emma Hilton sells digital products that are delivered electronically. Because files are downloaded immediately and cannot be returned, we do not offer change-of-mind refunds once a file has been downloaded or accessed.

Nothing in this policy limits your rights under the Australian Consumer Law. Our products come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.

When we will refund you

• The file is corrupt, incomplete, or will not open, and we cannot resolve it for you.
• You were charged more than once for the same order.
• The product is materially different from how it was described on this website.
• You bought the wrong item and have not yet downloaded or accessed it, and you contact us within 48 hours of purchase.

How to request a refund

Email us within 30 days of purchase with your order number and a description of the problem. We aim to respond within 2 business days. Approved refunds are issued to your original payment method and usually appear within 5 to 10 business days, depending on your bank.

Custom and commissioned work

Custom design work is quoted and invoiced separately and is governed by the written scope agreed with you before work begins. Deposits become non-refundable once work has commenced. If you cancel mid-project, you are invoiced for work completed to that point and any completed deliverables are released to you.

Problems with a download

If a download link expires or fails, contact us and we will re-issue it at no charge. Please check your spam folder and confirm the email address on your order before getting in touch.

Contact

Emma Hilton — email: emmahilton09@outlook.com