Refunds

1. Our refund policy

Due to the nature of downloadable digital products, purchases are generally non-refundable once the files have been accessed or downloaded, except where required by law.

2. Your right to cancel

Under UK/EU consumer rules, you normally have a cancellation period for online purchases. For digital content delivered immediately (like a LUT pack), that right ends once you consent to begin the download before the normal cancellation period ends — checkout will ask you to confirm this before payment completes.

3. If something's actually wrong

If the files are corrupted, don't match what was described, or the download simply doesn't work, contact hello@lancecraswell.com with your order reference and we'll fix it or refund it.

4. VAT and cross-border sales

[TO CONFIRM WITH ACCOUNTANT] How VAT applies to digital sales to consumers in the EU and elsewhere — and whether that changes what a "refund" actually reverses — is pending accountant advice before this page is finalised.

5. How refunds are paid

Approved refunds go back to the original payment method via Stripe, usually within 5–10 business days.