Refund and Returns Policy
Last updated: 20 May 2026
Roofdog Design sells digital download products, including digital papers, clip art, printables, templates, textures, graphics, freebies and other creative resources.
Because these are digital files, no physical product will be shipped.
Digital downloads
Most Roofdog Design products are delivered as downloadable files. Once a digital file has been purchased and made available for download, it cannot be physically returned in the way a posted item can.
Because digital files can’t be physically returned, refunds are not automatic once a product has been purchased and made available for download.
Refunds are generally not offered for change of mind, accidental purchases, buying the wrong product, not having the right software, not reading the product description, deciding you no longer need the files, or colour differences between screens, printers, inks or papers.
That said, I’m not here to be difficult. If you accidentally purchased the wrong thing, thought you were buying a physical product, bought the same product twice, or are struggling to access or open your files, please contact me.
I’ll review these situations case by case and help where I reasonably can.
Please read the product description carefully before purchasing. Product listings should describe the file types, approximate size, format and intended use where relevant.
Faulty or incorrect files
This policy does not limit your rights under New Zealand consumer law.
If a product is faulty, corrupted, missing, not as described, or you cannot access your download, please contact me and I’ll help sort it out.
Depending on the issue, I may:
- send a replacement file
- fix and reissue the file
- provide download access again
- offer an alternative file
- provide a refund if the issue cannot reasonably be fixed
New Zealand consumer protections may give you the right to a repair, replacement, or refund if a product is faulty, not of acceptable quality, or not as described.
Download problems
If your download link does not work, your file is missing, or something has gone sideways during checkout, please get in touch.
Please include:
- your name
- your order number
- the email address used at checkout
- the product name
- a short description of the problem
Screenshots are helpful if the website is doing something especially creative with failure.
Software compatibility
Roofdog Design files are usually supplied in common formats such as JPG, PNG or PDF, depending on the product.
Please check the product listing before purchase to make sure the file type suits your software, device, printer, cutting machine or design program.
I cannot guarantee compatibility with every app, device, printer, cutting machine or software setup.
Colour and printing
Colours can vary between screens, printers, inks, papers and print settings.
This is annoying, but normal.
Please do a test print before producing large quantities or using the files for an important project. Roofdog Design is not responsible for colour variation caused by your screen, printer, paper, ink, print shop or production process.
Duplicate purchases
If you accidentally purchase the same product twice, contact me with both order numbers. I’ll usually refund the duplicate purchase unless there is a specific reason I can’t.
Free products
Free downloads are provided as-is, but if a free file is broken, missing or corrupted, please let me know so I can fix it.
Contact
For refund or download issues, please contact:
hello@roofdog.design or via contact form
Please include your order number where possible. It makes the admin cupboard slightly less haunted.