Help with a free export
If a free export has a missing color key or an unreadable outline, email hello@pbnstudio.co.za for help with the file. Current downloads are free, so there is no payment to refund.
Returns
Returns and refunds
The editor and downloads are free today. Get help with an export below, or read the separate proposed returns and refund policy for future paid services.
Available now: free editor and downloads
Planned for future versions
Paid digital exports and printed canvases are not currently available. The following proposed policy describes how returns and refunds would work if those services launch.
Damaged, defective, or wrong orders
If your order arrives damaged, misprinted, or different from what you approved, tell us within 30 days of delivery and we would reprint or refund it — your choice. A photo of the problem speeds things up considerably.
Change of mind
Each printed canvas would be made to order from your own photo. Because each canvas is personalised, we can't restock a change-of-mind return the way a shop can. If production hasn't started yet, contact us straight away and we would cancel and refund the order in full. Once printing begins, change-of-mind returns would be limited under the Consumer Protection Act's provisions for custom-made goods.
Paid digital exports
Paid digital pattern files would be delivered immediately, so they couldn't be returned once downloaded. If an export is faulty — a missing color key, an unreadable outline — we would fix the file or refund the item.
How to start a return
Signed-in customers would be able to start a return from the account area in the app (Orders → Start a return). Guest customers would email hello@pbnstudio.co.za with an order number and a short description. We would confirm every return request within 2 business days.
Refund timing
Approved refunds would go back to your original payment method. Allow up to 10 business days for the amount to reflect, depending on your bank.