Refund policy
Effective date: September 29, 2026
Cooky Puss Creative LLC d/b/a Moonshadow Craft Company sells digital design files. Because a digital product cannot be physically returned, purchases are generally final once a file or download link has been delivered, accessed, or downloaded.
Eligible Refund or Replacement Requests
Please contact us promptly if:
- you accidentally purchased the same product more than once;
- the delivered file is corrupted, incomplete, or cannot be opened and we cannot provide a working replacement; or
- the product is materially different from the description shown at purchase.
We may ask for your order number, checkout email, screenshots, error messages, or other information reasonably needed to verify and troubleshoot the issue. When practical, we will first provide a corrected file, replacement download, or technical assistance. If we confirm that a qualifying issue cannot be corrected, we will refund the original payment method.
Items Not Eligible
Except where required by law, we do not provide refunds for:
- change of mind or an unwanted purchase after delivery or access;
- failure to review the description or included file formats before purchase;
- software, cutting-machine, printer, device, material, or skill-level incompatibility not caused by a materially inaccurate description;
- assembly difficulty when the correct files and available instructions were supplied; or
- violations of our license or Terms of Service.
Unauthorized Transactions
If you believe a transaction was unauthorized, contact us promptly and notify your payment provider. We may suspend file access while the matter is investigated.
How to Request Help
Email info@3dsvgs.com, use our contact form, or call 630-649-2222. Include your order number and a brief explanation. Hours are Monday–Friday, 8:00 a.m.–4:00 p.m. Central Time, and we generally respond within 24 business hours.
This policy does not limit any refund, cancellation, or consumer right that cannot be waived under applicable law.