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Overview
Everything Motifera Design sells is a digital product: templates, illustrations, fonts, branding assets, printable artwork and design resources, delivered as downloads. Digital products cannot be returned once delivered, so this policy explains when a refund or a replacement is available instead.
When We Refund, Replace or Fix
A purchase is generally final once your download link has been delivered. We will, however, refund (or, where you prefer, replace or fix) a product in these situations:
- Payment taken but no delivery. Your payment was confirmed but you did not receive your download link, and we are unable to deliver it within a reasonable time after you contact us.
- Duplicate payment. You were charged more than once for the same order. We will refund the duplicate amount.
- File does not work. A file is corrupted or cannot be opened, and we cannot fix it or supply a working replacement within a reasonable time.
- Not as described. The product materially differs from its listing (for example, the wrong product was supplied, or it contains far fewer items than the listing states) and we cannot correct this.
- Cancellation before delivery. You ask to cancel before any download link has been sent to you.
How to Request a Refund
Email motif_eradesign@yahoo.com with your order reference (shown on the payment result page and in your payment confirmation), the email address used at checkout, the product code, and a short description of the problem. Screenshots help where a file will not open. Please send your request within 7 days of purchase. We will reply to confirm whether the request is accepted, and may first offer a fix or replacement.
When a Refund Is Not Available
A refund will normally not be given for:
- change of mind, or ordering the wrong product, after the download link has been delivered;
- a template, illustration, font or other file that does not suit your project or taste, where the product is as described. Contents, counts and formats are stated on every product page, so please check them before you buy;
- incompatibility with apps, devices or software versions you use, or with software you do not own. Software and accounts are not included in any product; the “Works with” line on each page says what is needed;
- differences between a product’s pictures and the product itself. Boxes, devices, printed cards, frames and props in the pictures are mock-ups; only the items listed under “What’s included” are supplied;
- colour, size or quality differences in your own prints, which depend on your printer, ink and paper;
- products shared, resold, redistributed or used outside the licence in breach of our Terms & Conditions.
This does not affect any rights you have under Malaysian consumer protection law that cannot be excluded.
Refund Method & Timing
Approved refunds are returned to the original payment method through our payment gateway provider. Once a refund is approved we aim to process it within 14 business days; the time the money takes to appear depends on your bank, card issuer or e-wallet provider.
Effect on Your Licence
When a refund is approved, the licence for that product ends. You must stop using the files and delete all copies, and we may disable any access we have provided.
Contact
Refund questions: motif_eradesign@yahoo.com, +6010-434 0672. MOTIFERA DESIGN SDN. BHD., Lot 3A-01A, Level 3A, GLO Damansara Shopping Mall, 699, Jalan Damansara, Taman Tun Dr. Ismail, 60000 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia.