Refund & Cancellation Policy
When a refund is possible on a digital design, when it is not, and how to ask for one.
Last updated: 11 August 2026
1. Why digital files are different
A CAD file cannot be sent back. The moment it is downloaded, you have the whole product and can keep using it, whatever happens to the order afterwards. For that reason all sales are final once the file has been downloaded.
Every product page lists the formats included and shows renders of the model. Please check them before buying, and ask us first if you are unsure whether a design suits your process — we would much rather answer a question than argue about a refund.
2. When we will refund you
We refund in full, no argument, in these cases:
- You were charged twice for the same order.
- Money was taken but no order was created, or the download never became available.
- The file is corrupt or will not open in the format advertised, and we cannot supply a working copy.
- You received the wrong design, and we cannot supply the correct one.
- A design promised by email did not arrive within 24 hours and we cannot deliver it after you tell us.
In most of these cases our first step is to fix the problem — send a working file, send the right design, or restore your download. A refund follows if we cannot.
3. When we cannot refund
- You have already downloaded the file and simply changed your mind.
- You bought the wrong design by mistake and have downloaded it.
- Your software cannot open a format that was correctly supplied, or you lack the software to use it.
- The casting did not come out as you hoped. Manufacturing results depend on your caster, metal, stones and finishing.
- The design was obtained through a membership plan, or the file has been shared or redistributed.
4. Cancelling an order
An order can be cancelled at any point before the file is downloaded. Contact us with your order reference and we will cancel it and refund you in full.
Once the download has been used, section 1 applies.
5. Memberships
Membership plans can be cancelled at any time, and cancelling stops any future renewal. We do not refund the current period once it has started, and we do not refund downloads already claimed. Unused downloads do not carry over or convert to money.
If a plan was charged in error, or charged after you cancelled, we refund that charge in full.
6. How to request a refund
Email cadfilestradrs@gmail.com within 7 days of the order, and include:
-
Your order reference — it looks like
CM-8F42K9and is on your confirmation page and email. - The email address used at checkout.
- What went wrong, with a screenshot or the error message if there is one.
7. How long a refund takes
We reply to every refund request within 2 business days. Approved refunds are issued within 5–7 business days, always to the original payment method — we cannot refund to a different card, account or wallet.
After we issue it, your bank or payment provider may take a few more days to show the money. For payments made in a foreign currency, the amount you receive back may differ slightly from the amount charged, because the exchange rate moves between the two transactions. That difference is set by your bank, not by us.