Last updated: 1 April 2025 · Custom Scene (customscene.co)
The short version: All products sold on Custom Scene are digital downloads. Once you’ve accessed or downloaded your files, all sales are final. If your files are faulty, corrupted, or not as described, we will make it right — either with a replacement, a corrected file, or a full refund where appropriate. Contact us and we’ll always find a fair solution.
On this page
Section 01
Digital products & no-return policy
Custom Scene sells exclusively digital products — including mockup templates, scene creators, PNG cutouts, and background assets — delivered as instant downloads. Because digital files are transferred to you immediately upon purchase and cannot be “returned” in the traditional sense, all sales are generally final once files have been accessed or downloaded.
By completing your purchase you confirm that you understand the nature of digital goods and, where applicable, that you consent to immediate access, thereby waiving your 14-day cancellation right under the UK Consumer Contracts Regulations 2013.
Section 02
When you are eligible for a refund
We stand behind every product we sell. If something is genuinely wrong, we will fix it. You may be eligible for a refund or replacement in the following situations:
- The downloaded file is corrupted, incomplete, or cannot be opened
- The product does not match its description or preview images on the listing page
- You were charged more than once for the same order (duplicate billing)
- The download link expired or failed before you could access your files
- A technical issue on our end prevented successful delivery of the product
In eligible cases, we will first attempt to resolve the issue by providing a corrected or replacement file. A full refund will be issued if the replacement does not resolve your problem.
Section 03
When refunds are not available
As digital products cannot be returned, refunds are not available in the following circumstances:
- You have successfully downloaded and accessed the files but simply changed your mind
- You purchased the wrong product — please read product descriptions carefully before buying
- The product does not meet a creative expectation not stated in the listing
- You don’t have the software required to open the files (e.g. Adobe Photoshop) — software requirements are listed on every product page
- The product was purchased during a sale or at a discounted price and the original full-price version is now available
- A significant amount of time has passed since download with no reported issue
If you are unsure whether a product is right for your needs, please contact us before purchasing. We’re happy to answer questions about file formats, software compatibility, and intended use.
Section 04
How to request a refund
To request a refund, please contact us at [email protected] with the following information:
- Your order number (found in your confirmation email)
- The name of the product(s) affected
- A brief description of the issue you experienced
- Any relevant screenshots or error messages (if applicable)
We aim to respond to all refund requests within 1–2 business days. Please do not file a chargeback with your payment provider before contacting us — we will always work to resolve the issue directly and fairly.
Section 05
Processing time
Once a refund is approved, it will be processed without undue delay and no later than 14 calendar days from the date of approval, in line with the UK Consumer Rights Act 2015. Refunds are always returned via the original payment method used at checkout. No fees are charged for processing a refund.
The time it takes for the refund to appear in your account may vary depending on your bank or payment provider — typically 3–10 business days after processing.
Section 06
UK consumer rights
This policy is designed to comply with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose, and as described. If the digital content we supply fails to meet these standards, you have the right to a repair or replacement — and, where that is not possible or does not resolve the problem, a full or partial refund.
Nothing in this policy affects your statutory rights. If you have a dispute you are unable to resolve with us directly, you may contact the Citizens Advice Bureau or the relevant Trading Standards service in your area.
Section 07
Contact us
Need help with an order?
If you have any questions about this policy, a specific product, or an issue with your purchase, we’re here to help. We aim to reply within 1–2 business days. [email protected]