Refunds and Order Problems

This page covers when a refund applies, what happens to your files afterward, and how to reach us about a specific order problem. It also includes a self-service form for requesting cancellation of a recent order.

Content not delivered or a defective file

If payment was confirmed but your files were never generated, or a file in your ZIP is corrupted, missing, or does not match its description, write to contact with your order reference and what went wrong. We will provide a corrected file or another remedy, and this is not affected by the digital-delivery cancellation terms described below. See the legal warranty in Terms of Sale.

Refunds and what they withdraw

If we or Stripe issue a refund for your order, whether requested by you and approved by us, or resulting from a payment dispute, access to download your files and to regenerate them is withdrawn from that point forward. Files already downloaded before the refund remain your responsibility. To request a refund, email social@alexandrefuchs.fr with your order reference and the reason for your request; we review each request individually.

Cancellation right and immediate delivery

Because these are digital files delivered immediately after payment, you explicitly consent at checkout to that immediate delivery and to giving up the standard cancellation period that can apply to digital purchases in some jurisdictions, as described in Terms of Sale. If you still want to submit a cancellation request for a recent order, for example if you believe delivery had not yet begun, use the form below.

Submit a cancellation request

This form sends a cancellation request directly to us with your order details. A receipt confirming we received your request is emailed to you and can also be downloaded on the spot, and we review each request against the terms that applied to your order.

Other order problems

For a missing confirmation email, a broken personal file link, or a general order question that is not a refund or cancellation, see downloads and license or write to contact with your order reference.