Refund policy
Refund and Return Policy
We sell both digital products and physical products. Please read the policy below carefully before placing your order.
If you have any questions before purchasing, you can contact us at hello@dayonedesign.nz.
Digital products
Due to the digital nature of our products, all sales of digital products are final.
Once a digital product has been purchased, downloaded, accessed, or delivered, we are unable to offer refunds, returns, or exchanges. This is because digital products cannot be physically returned.
Digital products may include:
- Canva templates
- Brand templates
- Social media templates
- Website templates
- Digital guides, workbooks, or resources
- Downloadable files
- Semi-custom digital products once work has started
Please read the product description carefully before purchasing to make sure the item is right for you.
Refunds are not offered for change of mind, accidental purchases, not reading the product description, lack of software access, or not having the skills or tools required to use the product.
Issues with digital products
If you have trouble accessing your files, receive the wrong digital product, or believe there is a technical issue with your order, please contact us at hello@dayonedesign.nz as soon as possible.
We will do our best to resolve the issue and make sure you receive the correct files.
Physical products
For physical products, we have a 30-day return policy. This means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with any original tags, packaging, and proof of purchase.
To start a return, please contact us at hello@dayonedesign.nz.
If your return is accepted, we will send you instructions on how and where to send your item. Items sent back to us without first requesting a return will not be accepted.
Return shipping costs are the responsibility of the customer, unless the item is faulty, damaged, or incorrect.
Damages and issues
Please inspect your order when it arrives and contact us immediately if your item is damaged, faulty, or if you receive the wrong item.
Please email hello@dayonedesign.nz with your order number and clear photos of the issue so we can assess it and make it right.
Non-returnable items
We do not accept returns or refunds for:
- Digital products
- Downloadable files
- Custom or personalised products
- Semi-custom products once work has started
- Gift cards
- Sale items, unless required by law
Exchanges
We only replace items if they are damaged, faulty, or incorrect.
If you need to exchange a physical product, please contact us at hello@dayonedesign.nz.
Refunds for physical products
Once we have received and inspected your returned item, we will let you know whether your refund has been approved.
If approved, your refund will be processed back to your original payment method within 10 business days. Please note that your bank or credit card provider may take additional time to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at hello@dayonedesign.nz.
Consumer rights
Nothing in this policy is intended to limit any rights you may have under applicable consumer law.