If it's wrong, we fix it

The short version

• A faulty or incorrect file is always fixed or refunded in full.
• Entered a detail wrong? We regenerate it free, once per order.
• There is nothing to return — it is a file.
• Personalised downloads are otherwise non-refundable once delivered.

What is covered

We will correct and re-send, or refund in full, if:

• The file will not open, is corrupt, or is the wrong resolution.
• The star map does not match the date, time or location you entered.
• The title or message is missing, cut off, or rendered incorrectly.
• The download link never arrived, or expired before you used it.
• You were charged more than once for the same order.

In practice almost every one of these is a re-render rather than a refund, and a re-render takes minutes. Tell us what is wrong and we will simply make a correct one.

Mistakes in details you entered

We fix these free, once per order. A wrong year, a misspelled name, the wrong city — email us with your order number and the correction, and we will send a new file.

A correction fixes the original design. Changing the date, place or names to make a design for a different person or moment is a new order.

What is not covered

• A change of mind after downloading. The file is personalised to one order and has been delivered, so it cannot be returned.
• Print results. We supply a 300 DPI print-ready file; we cannot be responsible for a printer’s paper, colour handling or trimming. If you think the file itself is at fault, send us a photo of the print and we will look.
• Screen-to-print colour difference. Monitors are backlit and paper is not, so dark designs print darker than they appear. This is normal and not a defect — see the delivery and file formats page.

How to request a fix or refund

1. Email [email protected] within 30 days of purchase.
2. Include your order number from the confirmation email.
3. Tell us what is wrong, and whether you would prefer a corrected file or a refund.

We reply within one business day. Approved refunds go back to the original payment method through our reseller, Dodo Payments, which processed your payment, and typically appear within 5–10 business days, depending on your bank. Corrected files are sent immediately and cost nothing.

Your right to cancel

Nothing here limits your statutory rights. If you have not yet downloaded the file, email us and we will cancel and refund, no questions.

Anything not answered here is on the FAQ, or get in touch.