Last updated: Tuesday 28th July, 2026
The short version: we can’t take a digital file back once you’ve downloaded it, so we can’t normally refund one. That’s exactly why every product has a full, free, working demo — try it properly before you spend anything. If something is genuinely broken, we will fix it or refund you.
1. Why digital products are different
Normally when you buy online you get 14 days to change your mind. Digital content is treated differently: once it has been downloaded, it cannot be returned, and you keep it whether you ask for a refund or not.
UK and EU consumer law allows us to supply digital content immediately, provided you expressly agree to it and acknowledge that you are giving up your right to cancel. That is what the tick box at checkout is for. We do not hide this in the small print, and we do not let you complete an order without actively confirming it.
2. Try before you buy — we mean it
Every single product on this site has a free demo you can use right now, in your browser, with your own photos, without giving us an email address.
The demo is the real product with saving and printing switched off. If it works on your device, the full version will too. If it doesn’t, please don’t buy — and do tell us, because we would like to fix it.
3. When we will refund you
Your legal rights are not affected by any of the above. We will refund you if:
- The file is faulty — it will not open, is corrupted, or a core feature does not work as described
- It is not as described — you received something materially different from what the product page said
- You were charged twice, or charged in error
- You have not downloaded it yet and ask within 14 days — in that case your right to cancel is intact and we will refund in full, no questions
Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose and as described. If it isn’t, you are entitled to a repair or replacement, and to a refund if that isn’t possible.
4. When we can’t
We are not normally able to refund because:
- you changed your mind after downloading
- you bought the wrong product by mistake
- you did not read the description and it isn’t what you assumed
- you would prefer a printed book posted to you — our products are files you print yourself, which the product pages state clearly
- your printer, paper size or ink produced a result you didn’t like
5. Something’s wrong — what to do
Email [hello@littlenatter.co.uk] with:
- your order number
- which product
- what happened, and what device and browser you were using
- a screenshot if you can — it usually saves a lot of back and forth
We aim to reply within [2] working days. Most problems turn out to be something we can fix in minutes, so please give us the chance before leaving a review.
Approved refunds go back to your original payment method within [5–10] working days.
6. Lost your file?
That is not a refund situation — just email us. Your purchase is on record and we will send you a fresh download link free of charge, however long ago you bought it. The same applies if your download link has expired or you have changed device.
7. Your statutory rights
Nothing in this policy affects your legal rights. If you are in the UK you can get free, impartial advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk. If you are elsewhere, your local consumer protection rules may give you additional rights, which this policy does not remove.
