Last update: 15 July 2025
The Honest Truth About Digital Products
Let’s address the elephant in the room: digital products can’t be “returned” like a sweater that doesn’t fit.
Once you’ve downloaded those templates, I can’t un-download them from your computer (though wouldn’t that be a neat trick?).
Why No Refunds?
Here’s the thing—the moment you download a digital product, you have the complete value. It’s like buying a movie ticket; once you’ve seen the film, you can’t unsee it and ask for your money back because the ending wasn’t what you expected.
But I’m not here to leave you hanging.
My Tech Support Promise
I WILL Help You With:
✓ Compatibility Chaos
- Canva template won’t load? Let’s troubleshoot
- File looks wonky on your device? We’ll figure it out
- Color profiles being dramatic? I speak their language
✓ Access Issues
- Download link expired? Fresh one coming your way
- File corrupted during download? Let’s try again
- Can’t find your purchase? I’ll track it down
✓ Technical Mysteries
- “Why does this look different on my screen?”
- “How do I upload this to [platform]?”
- “What program opens this file?”
- “Why is my computer being mean to me?” (Technical term: compatibility issues)
✓ User Confusion
- Instructions unclear? I’ll clarify
- Need a quick video walkthrough? Can do
- Want to use it differently than intended? Let’s brainstorm
I CAN’T Help You With:
✗ Buyer’s Remorse
- I thought this was something else”
- “I don’t need this anymore”
- “I found a cheaper option”
- “My client changed their mind”
✗ Skill Mismatches
- “This is too advanced for me” (though I’ll point you to resources!)
- “I don’t have time to learn this”
- “I thought it would design itself”
Before You Buy (Please Read!)
To avoid disappointment:
- Read the full description – I’m verbose for a reason
- Check the requirements – Especially software/platform needs
- Look at all preview images – What you see is what you get
- Email me with questions – Seriously, I’d rather answer 10 questions than have 1 unhappy customer
Quality Guarantee
While I can’t offer refunds, I CAN promise:
- Accurate Descriptions: No bait-and-switch nonsense
- Quality Products: Everything is tested before listing
- Ongoing Support: Tech issues get my attention ASAP
- Free Updates: Major improvements = fresh download links
The Support Process
Something not working?
Email support@[yoursite].com with:
- Your order number
- What you purchased
- What’s going wrong (screenshots help!)
- What device/software you’re using
We’ll troubleshoot together until either:
- It works perfectly, or
- We find a creative workaround, or
- I create a custom solution for your situation
I’ll respond within 48 hours (usually faster, unless it’s weekend/holiday)
Special Circumstances
Life happens. If you experience:
- Accidental duplicate purchases (it happens!)
- Genuine technical impossibilities (like Canva templates when Canva doesn’t exist in your country)
- My error (wrong file uploaded, description errors, etc.)
Email me. We’re humans here, and we’ll figure out something fair.
The Philosophy
I believe in:
- Transparency over tricky policies
- Support over strict rules
- Relationships over transactions
- Solutions over “sorry, policy says no”
Still Worried?
If you’re on the fence about a purchase:
- Email me first
- Follow me for free content that shows my teaching style
- Start with a smaller purchase to test compatibility
- Read reviews from other customers
The Bottom Line
No refunds on digital products, but unlimited technical support and a genuine desire to help you succeed. I’m building a business on trust and helpfulness, not gotcha policies.
Because your success with these tools matters more than a one-time sale,
Katja
P.S. In 15+ years of selling digital products, my “no refund but amazing support” policy has resulted in happier customers than any “30-day money back” promise ever did. Turns out, people prefer solutions to refunds. Who knew?