Why digital products are final once downloaded
Every product Apex Digital sells is delivered as an instant download — files arrive in your email within 60 seconds of payment confirmation. We cannot retrieve a downloaded file the way a physical store can take back a returned package, and we cannot prevent a downloaded file from being kept, used, or copied. For that reason the baseline policy is: once your download begins, the sale is final. That doesn’t mean you’re on your own if something breaks — that’s what the guarantee below is for.
The 30-day make-it-right guarantee
Within 30 days of purchase, if any of the following is true we will make it right — we’ll fix it, replace it, or issue store credit (in that order of preference):
- The file failed to deliver. Your Stripe receipt confirms payment, but no email arrived at the address you entered at checkout (check spam first).
- You received the wrong file. The delivered file does not match the product you purchased.
- The file is corrupted or unusable.The download is broken, fails to open, or the Canva “Use template” link is dead.
We’ll always try to fix or replace first so you get the product you came for; where that isn’t possible, you get store credit toward anything in the catalog.
What the guarantee doesn’t cover
Because cash refunds end once your download begins, the guarantee does not cover:
- Change of mind, buyer’s remorse, or “not what I expected” situations after the file has been delivered. Preview the cover image and read the product description before checkout — the page shows you everything you’ll receive.
- Insufficient Canva skills, design experience, or compatibility with third-party software. Every template is editable in Canva Free with no special skills required, but we can’t refund based on a buyer’s skill level.
- Files downloaded, opened, or shared with third parties.
- Products from the Apex Insider Pass after access has been granted. The Pass policy is below.
How to make a claim
Email info@apexflowlabs.com within 30 days of purchase. Include:
- Your Stripe order number (in your purchase confirmation email)
- The product name or slug
- Which of the three eligible reasons applies (delivery failed, wrong file, corrupted file)
- For corrupted-file claims: a screenshot or short description of the issue
Eligible claims are resolved within 3 business days — a fix or replacement where possible, store credit where it isn’t.
Bundles
Bundles are refundable as a whole when the eligibility conditions above apply. We can’t refund individual items from a bundle.
Apex Insider Pass
The Insider Pass is a recurring annual subscription. You may cancel anytime — your access continues through the end of your paid term, then renewals stop. We do not refund prior months or years that have already been billed, since access was provided for the duration of those terms.
If your Pass payment was charged in error (duplicate charges, unauthorized renewals), email info@apexflowlabs.com and we will resolve within 3 business days.
Chargebacks
Please email us first. Initiating a chargeback before contacting support forfeits eligibility for a refund under this policy and may result in suspension of your Apex account and/or Insider Pass access. We respond to every support email within 24 hours and resolve eligible claims in 3 business days — there’s no need to escalate to your card issuer.
Updates to this policy
This policy may be updated. The version in effect on the date of your purchase is the one that applies to that order. Updates are timestamped at the top of this page.