Refund Policy

Last updated: 11.05.2026

Welcome to Drawiso (the “Website”), owned and operated by DRAWISO LTD, Registration Number 17181859, located at 23 Sheen Road, London, United Kingdom, TW9 1BN (“Drawiso”, “we”, “us”, or “our”).

This Refund Policy explains how refunds, cancellations, digital product access issues, duplicate purchases, failed downloads, and customer support requests are handled when you purchase digital products from https://drawiso.com/.

1. Contact Details

The Website is operated by:

DRAWISO LTD
Registration Number: 17181859
Registered Address: 23 Sheen Road, London, United Kingdom, TW9 1BN
Email: [email protected] 

2. Digital Product Nature

All products sold on the Website are digital goods.

Unless expressly stated otherwise, no physical product, printed book, paper copy, or physical item will be shipped to you.

After purchase, products are delivered digitally, usually by:

a. download access through your account;
b. a download link sent to the email address provided during checkout;
c. access through your order history or download section; or
d. another digital access method shown on the Website.

Because digital products can be accessed, downloaded, copied, saved, or used immediately after delivery, refund rights are different from refund rights for physical goods.

3. Immediate Digital Delivery

By purchasing a digital product from Drawiso, you understand and agree that the product may be supplied to you shortly after successful payment confirmation.

During checkout, you may be asked to confirm that you:

a. want immediate access to the digital product;
b. consent to digital delivery beginning before the end of any statutory cancellation period;
c. understand that once the digital product is delivered, made available, accessed, or downloaded, you may lose the right to cancel the order, except where required by law; and
d. understand that no physical item will be delivered.

If you do not agree to immediate digital delivery where such consent is required, we may not be able to provide instant download access.

4. General Refund Rule

Due to the nature of digital products, purchases are generally final once the product has been delivered, made available in your account, sent by email, accessed, or downloaded.

We do not usually provide refunds where:

a. you changed your mind after purchase;
b. you purchased the wrong product by mistake;
c. you no longer want the product;
d. you expected a printed or physical product despite the product being described as digital;
e. the product has already been downloaded or accessed;
f. the download link has been sent to you or made available in your account;
g. you do not have suitable software, device, printer, internet connection, or storage to use the product;
h. you are unhappy with print results caused by your own printer, paper, ink, scaling, or device settings;
i. you failed to read the product description, format information, or digital product notice before purchase;
j. you shared, copied, redistributed, or attempted to resell the product; or
k. you breached our Terms and Conditions.

This general rule does not affect your statutory rights where the digital product is faulty, not as described, not supplied, or where a refund is required by law.

5. Cancellations Before Digital Delivery

You may request cancellation of an order before the digital product is delivered, made available, accessed, or downloaded.

However, because our products are usually delivered digitally shortly after payment confirmation, there may be only a limited time to cancel before delivery begins.

If you wish to cancel before delivery, contact us immediately at [email protected] with:

a. your order number;
b. the email address used at checkout;
c. the product name; and
d. a clear request to cancel the order.

If we receive your cancellation request before the product is delivered or made available, we may cancel the order and issue a refund.

If the product has already been made available, delivered by email, added to your account, accessed, or downloaded, the order may no longer be cancellable, except where required by law.

6. When Refunds May Be Approved

We may approve a refund, replacement, correction, or other remedy in the following situations.

6.1 Product Not Delivered

If you paid for a product but did not receive access to it, and the product is not available in your account or email, we will investigate the issue.

Before requesting a refund, please check:

a. your account download area;
b. your order history;
c. your email inbox;
d. your spam or junk folder;
e. whether you entered the correct email address; and
f. whether payment was successfully completed.

If the product was not supplied due to an issue on our side, we may provide a new download link, restore account access, resend the product, or issue a refund where appropriate.

6.2 Corrupted or Unusable File

If the PDF file is corrupted, incomplete, or cannot be opened due to a file issue caused by us, we may provide:

a. a replacement file;
b. a corrected version;
c. an alternative download link;
d. technical instructions; or
e. a refund, where a replacement or correction is not possible.

You may be asked to provide screenshots, error messages, or details of the device/software used.

6.3 Product Not as Described

If the product materially differs from the product description shown at the time of purchase, we will review the issue.

A product is not considered “not as described” simply because:

a. your print result looks different due to printer settings;
b. your screen colours differ from printed output;
c. you expected a physical item despite a digital product notice;
d. you did not read the description; or
e. you expected compatibility with software or devices not listed or guaranteed.

If we confirm that the product materially differs from its description, we may provide a corrected file, replacement, partial refund, or full refund depending on the circumstances.

6.4 Duplicate Purchase

If you accidentally purchase the same product more than once using the same account or email address, contact us at [email protected].

We may approve a refund for the duplicate purchase if:

a. the duplicate purchase is clear from our order records;
b. the request is made within a reasonable time;
c. the duplicate file has not been misused, shared, or redistributed; and
d. there is no evidence of fraud or abuse.

6.5 Technical Access Issue

If you cannot access your product because of a technical issue related to your account, download link, or Website access, we will first try to restore access or resend the download link.

A refund may be considered only where we cannot reasonably provide access to the purchased product.

7. Faulty Digital Content

If a digital product is faulty, defective, not as described, or cannot be supplied, you may have statutory rights under applicable consumer law.

Where appropriate, we may first offer:

a. repair of the digital content;
b. replacement digital content;
c. a corrected PDF file;
d. a new download link;
e. technical support; or
f. another reasonable remedy.

If repair or replacement is not possible, is not provided within a reasonable time, or does not resolve the issue, you may be entitled to a price reduction or refund where required by law.

Nothing in this Refund Policy limits rights that cannot be excluded under applicable law.

8. Refunds We Usually Cannot Provide

Unless required by law, we usually cannot provide refunds where:

a. the product was successfully delivered and downloaded;
b. the product was available in your account;
c. the product was sent to the email address provided at checkout;
d. you entered the wrong email address and failed to notify us promptly;
e. you no longer want the product;
f. you bought the product by mistake;
g. you expected a physical book or printed item;
h. you do not like the design after download;
i. you lack the software required to open or use a PDF file;
j. your device, printer, paper, or ink caused poor results;
k. you changed your mind after receiving access;
l. the file was shared, copied, resold, uploaded, distributed, or misused;
m. the request appears fraudulent or abusive; or
n. the issue is caused by third-party software, hardware, internet connection, or user settings.

9. How to Request a Refund or Support

To request a refund, replacement file, corrected file, or technical support, contact us at:

[email protected] 

Please include:

a. your full name;
b. order number;
c. email address used for purchase;
d. product name;
e. date of purchase;
f. description of the issue;
g. screenshots or error messages, where relevant;
h. details of the device, browser, app, PDF reader, or printer used, where relevant; and
i. whether you are requesting a refund, replacement, or download assistance.

Providing complete information helps us review your request faster.

10. Review Time for Refund Requests

We review refund and support requests within two (2) business days from the date we receive the request.

Business days are Monday to Friday, excluding UK public holidays.

Our support working hours are:

Monday – Friday, 8:00am – 5:00pm GMT/BST, London time.

If we need additional information, screenshots, payment confirmation, or technical details, the review period may pause until we receive the requested information.

11. Refund Decision

After reviewing your request, we may:

a. approve a full refund;
b. approve a partial refund;
c. provide a replacement file;
d. provide a corrected file;
e. resend a download link;
f. restore account access;
g. provide technical instructions;
h. reject the refund request; or
i. request additional information before making a decision.

We assess each request based on the product type, delivery status, download status, nature of the issue, evidence provided, order history, and applicable law.

12. Refund Processing Time

If a refund is approved, we will process the refund to the original payment method where possible.

Approved refunds are usually submitted by us within fourteen (14) days from the date the refund is approved, unless a shorter period is required by law.

After we submit the refund, the time for the funds to appear in your account may depend on your bank, card issuer, payment provider, payment method, currency, and country.

Drawiso is not responsible for delays caused by banks, card issuers, payment processors, or other financial institutions.

13. Original Payment Method

Refunds are normally issued to the original payment method used for the purchase.

We may be unable to refund to a different card, bank account, wallet, or payment method unless required or permitted by the payment provider.

If the original payment method is expired, closed, blocked, or unavailable, you may need to contact your bank or payment provider for assistance.

14. Currency and Conversion Fees

Refunds are usually issued in the same currency and amount charged at checkout, subject to payment provider rules.

Your bank, card issuer, or payment provider may apply exchange rates, conversion fees, international transaction fees, or other charges.

Drawiso is not responsible for:

a. exchange rate differences;
b. currency conversion fees;
c. bank charges;
d. card issuer fees;
e. payment provider deductions; or
f. differences between the amount paid and the amount received after conversion.

15. Chargebacks and Payment Disputes

If you have an issue with your order, we ask that you contact us first at [email protected] so we can try to resolve the issue.

If you open a chargeback or payment dispute without contacting us, we may provide the payment provider with:

a. order confirmation;
b. payment status;
c. product delivery records;
d. download records;
e. account access records;
f. email delivery records;
g. support correspondence; and
h. evidence of acceptance of digital delivery terms.

We reserve the right to suspend account access or disable download links while a payment dispute is under review.

Fraudulent or abusive chargebacks may result in account closure, refusal of future orders, and further action where permitted by law.

16. Incorrect Email Address

You are responsible for providing the correct email address during checkout.

If you entered the wrong email address, contact us as soon as possible at [email protected].

We may ask you to verify payment details, order information, or account ownership before changing the email address or resending the download link.

We are not responsible for delayed access caused by incorrect information provided by you.

17. Download Link Issues

If your download link does not work, expires, or cannot be accessed, contact us at [email protected].

Where appropriate, we may:

a. resend the download link;
b. generate a new download link;
c. restore account download access;
d. provide download instructions; or
e. investigate technical issues.

A failed or expired download link does not automatically qualify for a refund if we can restore access to the product.

18. No Physical Returns

Because Drawiso sells digital goods, there are no physical returns.

You do not need to send anything back to us.

Refund eligibility is assessed based on digital delivery status, download status, the nature of the issue, evidence provided, and applicable law.

19. Misuse, Sharing, or Resale

We may refuse refunds and may suspend access if we believe that a product has been:

a. copied;
b. shared;
c. resold;
d. uploaded to another website;
e. distributed through file-sharing platforms;
f. included in bundles or packs;
g. used commercially without permission;
h. used to breach intellectual property rights; or
i. otherwise misused in breach of our Terms and Conditions.

Refunds are not available where the request is connected with misuse, unauthorised distribution, or breach of licence terms.

20. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our Website, products, checkout process, payment providers, legal requirements, or business practices.

The updated version will be posted on this page with a revised “Last updated” date.

If changes are material, we may notify users by Website notice, account notice, or email where appropriate.

Your continued use of the Website after changes are posted means that you acknowledge the updated Refund Policy.

21. Governing Law

This Refund Policy and any related refund, cancellation, or digital product issue is governed by the laws of England and Wales, subject to any mandatory consumer rights that may apply to you under the laws of your country of residence.

Nothing in this Refund Policy limits consumer rights that cannot be excluded under applicable law.

22. Contact Us

If you have questions about this Refund Policy, your order, download access, refund eligibility, or a digital product issue, contact us at:

DRAWISO LTD
Registration Number: 17181859
Registered Address: 23 Sheen Road, London, United Kingdom, TW9 1BN
Email: [email protected]