Refund policy
Digital files are delivered instantly and cannot be returned once downloaded — but if a file is faulty or not as described, we will put it right.
If something is wrong, we fix it
This is separate from the above, and it is not something anyone can opt out of. If your order arrives faulty, damaged, misprinted, or is simply not what you ordered, you have a right to a repair, a replacement or a refund under the Consumer Rights Act 2015.
Email hello@thepngshop.com within 30 days of delivery with your order number and a photograph of the problem. You do not need to send the item back before we act, and you will never be asked to pay postage on our mistake.
How refunds are paid
Refunds go back to the original payment method. Once issued, one usually reaches your account within 5 to 10 business days depending on your bank; how long it takes after we send it is not something we control.
Your statutory rights
Nothing on this page affects your legal rights. If you are unhappy with how a problem has been handled, you can get free advice from Citizens Advice on 0808 223 1133.
Last updated 13 September 2026