The short version
Yes, we accept returns on anything you haven't used. Unspent credits are refundable in full for 14 days after purchase, no questions asked. Once a credit has been spent, the file has been delivered and downloaded, so that credit is non-refundable. The one exception is files that are genuinely broken, covered below.
What we sell
CutFileVault sells digital products: individual SVG cut file designs, each delivered instantly as a downloadable ZIP containing the SVG, a transparent PNG, and a license file. Nothing is physically shipped, so there is nothing to post back to us. A "return" here just means a refund to your original payment method.
Unspent credits: full refund within 14 days
- Any credit you have bought but not yet redeemed can be refunded in full within 14 days of the purchase date.
- Partial refunds are fine. If you bought a 15-credit pack and used three, we refund the value of the remaining twelve.
- You don't need to give a reason, and it doesn't affect your account.
Spent credits are final, with one exception
When you redeem a credit, you get the file immediately and keep it permanently, so spent credits are final. The exception: if a file is broken, mislabeled, corrupt, won't open in Cricut Design Space or Silhouette Studio, or is otherwise materially not what the listing described, email us and we'll refund that credit or its cash value, whichever you prefer. There is no time limit on this one.
Free files
Files in our free collectioncost nothing, so there is nothing to refund. If one is broken we still want to hear about it, because it means it's broken for everyone.
How to request a refund
- Email hello@cutfilevault.com from the address on the order.
- Tell us which order it is. The receipt email has the order number, or you can find it under your credit history.
- For a defective file, say which design and what went wrong. A screenshot of the error helps but isn't required.
How long it takes
- We reply within 2 business days, usually the same day.
- Approved refunds are issued to your original payment method through Stripe within 3 business days of that reply.
- Your bank or card issuer then takes its own time to post the credit, usually 5 to 10 business days, which is outside our control.
- Refunded credits are removed from your balance automatically when the refund is issued.
Chargebacks
Please email us before opening a chargeback with your bank. Almost every dispute we've seen was a refund we would have issued anyway, and a chargeback locks the account while the bank investigates, which helps neither of us.
Statutory rights
Nothing here limits rights you have under consumer law where you live. UK and EU customers: digital content supplied immediately with your consent is exempt from the standard 14-day cancellation right once the download has started, which is why spent credits are final. The defective-file remedy above still applies regardless.
Contact
hello@cutfilevault.com. Real humans, 2 business days or better. Full terms of sale are in our Terms of Service.