Refunds
Because of the nature of digital products, once a file has been downloaded it cannot be "returned". Even so, we want you to buy with confidence.
When we DO issue a refund
- The file can't be downloaded due to a platform problem.
- You received an incorrect file or one that doesn't match what was published.
- You bought the same product twice by mistake (duplicate).
When it doesn't apply
- When the file was downloaded correctly and matches its description.
- Because you don't have the software or the know-how to use the file (check "How to download" and the product page before buying).
- AI balance top-ups (sellers): they are a prepayment for the AI Studio and cannot be refunded or withdrawn; they are only reversed if the payment itself is cancelled.
How to request one
- Talk to the store first. In your account, under My downloads or in the order details, click “Help with this design?” and choose “Report a problem”. This opens a chat with the store that sold it; they can often fix it right away by sending you the correct file. If a refund is due, the store requests it and Files NC returns it to your payment method.
- If the store does not reply, the issue is not resolved, or you bought without an account, email us at soporte@filesnc.com with your order number and a brief explanation. We review every case.