Refund policy



Refunds, Cancellations & Your Right of Withdrawal

Hi, I'm Sarah — the designer behind marryful, and the person who'll personally help if anything's not right with your order. I want you to feel looked after here, so let me explain clearly how refunds work for digital templates and what your rights are as an EU customer.

Everything I sell is a digital template that you personalise yourself online — depending on the product, you'll edit it in either Corjl or Canva. Nothing physical is shipped, and your design is made just for your event. Because of that, refunds work a little differently from an ordinary online shop.

Your 14-day right of withdrawal (and why it doesn't apply once you have access)

As an EU consumer you normally have a 14-day "cooling-off" right to withdraw from an online purchase. For digital products like mine, that right ends the moment your template is made available to you — which happens immediately after you order. You actively agree to this at checkout.

Under § 18 FAGG (the Austrian Distance and Off-Premises Contracts Act) and Article 16 of the EU Consumer Rights Directive (2011/83/EU), the right of withdrawal does not apply to digital content that is:

  • supplied without a physical medium, and
  • made available for immediate access and personalisation, and
  • clearly customised to you,

once performance has begun with your prior express consent and your acknowledgement that you thereby lose your right of withdrawal.

At checkout you confirm exactly that: you ask me to give you immediate access to your template, and you acknowledge that by doing so you waive your 14-day withdrawal right. Because access is granted instantly — and with Canva templates I have no way of seeing whether or when a file has been opened — every order is treated as access-granted from the moment of purchase. For that reason I'm not able to offer returns, cancellations, or refunds once an order is placed.

Something wrong with your file? I've got you.

This is the part I really want you to know: if you can't access your template, received the wrong file, or hit a genuine technical problem, I'll always fix it. Reach me through the chat window at the bottom of any page on marryful.org within 14 days and I'll make it right — that's on me, not you.

Where I'm not able to refund

Because the design downloads exactly as shown on screen, I can't refund for:

  • a change of mind after ordering,
  • expecting a physical product (everything here is a digital download),
  • your own printer or editing setup, once the file itself is correct,
  • choosing the wrong product by mistake.

How to reach me

💬 Use the chat window on any marryful.org page — it reaches me even when I'm away, and I usually reply within 1–2 business days (Mon–Fri, CET). You're never just an order number to me.

Marryful · DI Sarah Pippan · A-1230 Vienna, Austria · VAT (UID) ATU75207704