Smart Sheet Studio
Returns & Refund Policy
Last updated: June 2026
1. Overview
At Smart Sheet Studio, we take pride in the quality of every digital planner and template we create. Because our products are digital downloads delivered instantly upon purchase, they are non-refundable in most circumstances — as permitted under UK consumer law for digital content that has already been accessed or downloaded.
We always want you to be happy with your purchase. If something has gone wrong, please read this policy and reach out to us — we will do our best to help.
2. Digital Products — Our Standard Policy
All products sold by Smart Sheet Studio are digital downloads. This means:
• You receive instant access to your files upon payment
• No physical product is shipped
• The files are yours to download and keep Under the Consumer Contracts Regulations 2013, customers waive their right to a 14-day cooling-off period for digital content once they have consented to immediate delivery and acknowledged that the right to cancel is lost upon access. By completing your purchase, you confirm that you understand and agree to this.
As a result, we do not offer refunds on digital products once they have been downloaded or accessed.
3. When We Will Issue a Refund
While our products are non-refundable as standard, we will always consider refund requests in the following circumstances:
• Faulty or corrupted files — if the file you received is damaged, incomplete, or cannot be opened despite following the correct steps
• Incorrect product delivered — if you received a file that does not match what you purchased
• Duplicate purchase — if you accidentally purchased the same product twice, we will refund the duplicate charge
• Technical failure — if a fault on our end prevented you from accessing your download at all
In these cases, please contact us within 14 days of your purchase date and we will investigate promptly.
4. What We Cannot Refund
We are unable to offer refunds in the following situations:
• You changed your mind after downloading the product
• You found the product did not meet your personal expectations after access
• You do not have the software or device required to open the file (please check compatibility before purchasing)
• You experienced difficulty printing the product due to your own printer settings or setup
• A discount or promotion launched after your purchase date
• You failed to download the file within the download window provided
We strongly encourage you to read all product descriptions, check compatibility information, and reach out with any questions before purchasing.
5. Compatibility & File Information
To avoid any issues, please ensure you have reviewed the following before purchasing:
• All Smart Sheet Studio products are delivered as PDF files
• PDFs can be used digitally on any device or printed at home
• For digital annotation, files are compatible with apps such as GoodNotes, Notability, and Adobe Acrobat
• A PDF reader is required to open files — these are available free of charge on all major devices and operating systems
If you are unsure whether a product is right for you, please contact us before purchasing and we will be happy to help.
6. How to Request a Refund
If you believe you are eligible for a refund under Section 3, please contact us with the following information:
• Your full name
• Your order number or proof of purchase
• The email address used at checkout
• A description of the issue
• Screenshots or evidence of the problem where possible
Contact us at: ssheetstudio@gmail.com -
We aim to respond to all refund requests within 3 working days. If your request is approved, refunds will be processed to your original payment method within 5 to 10 working days depending on your bank or card provider.
7. Chargebacks
We take fraudulent chargebacks seriously. If you raise a chargeback with your bank without contacting us first, we reserve the right to dispute the claim and provide evidence of your purchase and download. We always encourage customers to contact us directly in the first instance — we are a small business and we genuinely want to resolve any issues fairly and quickly.
8. Exchanges
As our products are digital, we do not offer exchanges. However, if you purchased the wrong product, please contact us and we will do our best to find a fair solution, which may include a store credit or discounted access to the correct product.
9. Promotional Purchases & Discount Codes
Products purchased during a sale or with a discount code are subject to the same refund policy as full-price purchases. We are unable to retrospectively apply discounts to previous orders or refund the difference if a product goes on sale after your purchase.
10. Changes to This Policy
We reserve the right to update this Returns & Refund Policy at any time. Changes will be reflected on this page with an updated date. We encourage you to review this policy before each purchase.
11. Contact Us
Email:
ssheetstudio@gmail.com
Website:
www.smartsheetstudio.com
We aim to respond to all enquiries within 5 working days.