1. No physical return
Your purchase is a PDF containing access links to editable Canva templates, together with any additional files specified in the product listing. There is no physical item to post back. For a cancellation, duplicate charge, broken link or other order problem, email contact@helenavoile.com with your order number or purchase email.
2. The 14-day cancellation right
EU consumers normally have 14 days from conclusion of an online digital-content contract to cancel without giving a reason. UK consumers have a similar statutory cancellation right. Other mandatory local rights also apply where required.
For digital content supplied immediately, the change-of-mind cancellation right can end once supply begins only where all applicable legal requirements have been met. In particular, before supply begins you must have expressly requested immediate supply and acknowledged that you lose the cancellation right, and we must provide the required confirmation on a durable medium, such as email.
A general acceptance of terms, a pre-ticked box or merely opening a PDF is not enough. We will not rely on this exception unless the required consent, acknowledgement and confirmation have actually been obtained and provided. Where the exception does not apply, the statutory cancellation right remains available.
If the exception lawfully applies and supply has begun, we do not offer a separate change-of-mind refund. This does not affect rights for defective, missing or misdescribed digital content.
3. How to cancel
Send a clear cancellation statement to contact@helenavoile.com before your applicable cancellation period expires. You do not need to give a reason or use a special form. You may use this optional wording:
I give notice that I cancel my contract for the following digital product: [product / order number]. Ordered on: [date]. Name: [name]. Purchase email: [email]. Notice date: [date].
For a valid statutory cancellation, we reimburse the payments due within 14 days after receiving your notice, using the original payment method unless another lawful method is expressly agreed, without a refund administration fee. Bank processing time may be additional.
4. Broken links, missing files & other faults
Tell us if the PDF cannot be opened, the Canva link does not provide the advertised template, the supplied design is materially different from its description, or a payment was duplicated. You do not lose these rights simply because you downloaded the file or agreed to immediate supply.
We will provide the remedy required by applicable law. Depending on the issue and circumstances, this can mean supplying the correct file or link, bringing the content into conformity without charge and within a reasonable time, a proportionate price reduction or termination and a refund. You need not accept a repair attempt where applicable law gives you an immediate right to terminate. These rights are not restricted to a 14-day reporting period.
A change in event plans, a preference change, or an editing or printing error you introduce is not by itself a defect in the original template. This does not override a cancellation right that still applies or any defect in the supplied file or instructions.
5. After a refund or cancellation
Where the purchase is cancelled or terminated, stop using and sharing the refunded template and remove copies as required by applicable law. We may revoke further paid downloads. We cannot remotely erase a file already saved on your device or a copy held in your Canva account. Retention of records required by law is explained in our privacy notice.
6. If an issue remains unresolved
If a problem remains unresolved, you can use Portugal’s electronic complaints book (Livro de Reclamações). The Centro de Arbitragem de Conflitos de Consumo da Região Autónoma da Madeira (CACC RAM) is the regional alternative dispute resolution body, subject to its jurisdiction and applicable rules. You may also consult the EU consumer redress directory. These options do not restrict your right to go to court or any mandatory dispute resolution rights.