Why digital products are final once downloaded
Every product Apex Flow Digital sells is delivered as an instant download — files arrive in your email automatically after 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.
Digital goods: nothing ships, and your cancellation rights
Digital products are delivered by download link on the confirmation page and by email. Nothing is shipped. The price you see at checkout is the total, including any tax that applies.
Customers in the EU, UK and Canada (and anywhere with a statutory cooling-off period): you normally have 14 days to cancel an online purchase. For digital content that is delivered immediately, that right ends once the download starts, if you have asked us to start immediately and acknowledged that you lose the right to cancel. Checkout asks you to do exactly that before you pay. Until you download, you may cancel for any reason within 14 days for a full refund. Nothing here removes your legal rights if a file is faulty, not as described, or not delivered.
The 14-day make-it-right guarantee
Within 14 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.
- Apex Pass membership after its first member-priced purchase. The Pass policy is below.
How to make a claim
Email info@apexflowlabs.com within 14 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.
Printed and shipped products
Printed wall art, stickers and similar items are made to order by our print partners and are not returnable for change of mind. If an item arrives damaged, defective, misprinted or wrong, email info@apexflowlabs.comwithin 30 days of delivery with your order number and photos, and we will reprint or refund. If an order has not shipped, you may cancel it before production starts. Shipping is shown before you pay; customs duties or import taxes outside the U.S. are the buyer’s responsibility.
Custom and done-for-you services
Website builds, AI receptionist or staff setup and other custom work are described on their product pages, including what you receive. If we have not started your work you may cancel for a full refund. After work has started, refunds are for the portion not yet delivered, or if we fail to deliver what the page describes.
Bundles
Bundles are refundable as a whole when the eligibility conditions above apply. We can’t refund individual items from a bundle.
Subscriptions and Apex Pass membership
Subscriptions renew automatically until cancelled. Cancel any time online (account or the Apex Pass page) or by email; cancelling stops future charges and access continues to the end of the paid period. Apex Pass membership is a $99 yearly subscription. It is fully refundable until you make your first purchase at a member price; after that, the current year is not refundable, since the discount has been used. If a renewal is charged and you had cancelled, or you did not receive the renewal reminder, email us within 14 days and we will refund the renewal.
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; it is faster and we respond to every message within 24 hours. Chargebacks may lead to suspension of account access to files and membership benefits for the disputed order. Your right to dispute a charge with your card issuer is not affected. 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.