Refund Policy

LEGENDLOOM — REFUND POLICY (Digital Content & Subscriptions)

Effective date: 6 September 2025

Company: LegendLoom Ltd (No. 15224498)

Registered office: 63–66 Hatton Garden, Fifth Floor, Suite 23, London, EC1N 8LE, United Kingdom

Contact: team@legendloom.com

1) Scope

This policy applies to digital content sold on legendloom.com (e.g., STL/OBJ files, ZIP packages, images, print-and-play files) and to subscriptions purchased on legendloom.com.

Physical goods (e.g., resin prints / printed kits) are covered by a separate “Returns for Physical Items” section and our Shipping & FAQ terms.

2) Cooling‑off and digital downloads

• Before download/access starts: you may cancel within 14 days of purchase; we will refund in full.
• After download/access starts: because you give express consent and acknowledge loss of the 14‑day right at checkout, no refunds are due unless the file is defective or misdescribed.

3) Defects and non‑conformity (your statutory rights)

If digital content is faulty or misdescribed (including defective updates), we will:

1. attempt repair or replacement; if impossible or not timely,
2. provide a price reduction or refund for the affected item/period.
   These rights exist in addition to any contractual terms.

4) Subscriptions

• You can cancel anytime before the next billing date; access continues through the paid period.
• Fees for elapsed periods are non‑refundable.
• Erroneous/double charges: we will refund in full once verified.
• If laws introduce extra cooling‑off or “click‑to‑cancel” features, we will update this policy accordingly.

5) Custom work / commissions

If you request custom sculpting/services to start during the cooling‑off period, you agree that:

• the right to cancel ends once the service is fully performed;
• if you cancel after work has started but before completion, we may retain a proportionate amount for the work already provided.
  Custom downloadable deliverables are treated as digital content (see §2–3).

6) How to request a refund or report a defect

Email team@legendloom.com with: order number, email used at checkout, product name, and a short description (screenshots/logs help). We usually respond within 2–3 business days.

7) Refund method and timing

Approved refunds are issued to the original payment method. We aim to process within 14 days of approval/valid cancellation.

8) Chargebacks & fraud

If a payment processor flags a dispute/chargeback, we will pause access while resolving the case and share relevant logs/records as permitted by law.

9) Statutory rights

Nothing in this policy affects your legal consumer rights in your country of residence (e.g., UK Consumer Rights Act, EU consumer law). Where mandatory local rules differ, they prevail.

10) Physical items (Resin Prints)

This section covers physical products that are SLA-printed in UV-cured resin and shipped from our studio.

Cancellations (before shipping)

If you need to cancel an order, please contact us as soon as possible. Orders that haven’t entered production/packing yet can usually be cancelled and refunded. Once printing, preparation, or shipping has started, cancellation may not be possible.

Returns

Because our resin prints are hobby/collector items and are shipped as unassembled kits, we generally can’t accept returns of opened, started, or assembled products.If you believe your case should be reviewed (e.g., the item is unopened and in original condition), please email us and we’ll assess it individually. Return shipping costs are the buyer’s responsibility unless the return is due to our mistake.

Damaged or incorrect items

If your parcel arrives damaged or something is missing/incorrect:

1. Take clear photos of the outer box and the affected parts.
2. Contact us within 7 days of delivery with your order number and the photos. We’ll review the case and offer replacement parts or another fair solution.