Refund policy

Refunds, Cancellations & Your Right of Withdrawal

Hi, I'm Sarah, the designer behind marryful and the person who will personally help if anything is not right with your order. I want you to feel looked after here, so let me explain clearly how refunds work and what your rights are.

I sell two kinds of things: digital templates that you personalise yourself online (in Corjl or Canva), and, for selected invitations, cards and welcome signs, printed items that I personalise with your wording and have printed and shipped to you (US addresses only). The rules are a little different for each, so here they are one by one.

Digital templates

Your 14-day right of withdrawal, and why it ends 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, 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 lose 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 digital order is treated as access-granted from the moment of purchase. For that reason I'm not able to offer returns, cancellations or refunds for a change of mind once a digital order is placed.

Printed items

Why printed items can't be returned for a change of mind

Every printed order is made to your wording and clearly personalised for you. For goods like that, the 14-day right of withdrawal does not apply (§ 18 (1) 3 FAGG and Article 16(c) of the EU Consumer Rights Directive). You are told this before you order, on the product page and in the cart.

You stay in control until you are happy

Within 2–3 business days of your order I email you a preview of your design together with your shipping address. Reply with any changes to the wording or the address, as often as you need. Nothing is printed until you tell me you are happy with it. If I don't hear from you, I send a friendly reminder and keep your order on hold until you reply; your delivery date moves with your reply. If I still haven't heard from you 30 days after I sent your preview, I cancel your printed order and refund you, minus a design fee of €10 (or the equivalent in your currency) for the personalisation I have already done.

Changed your mind before you confirm your preview?

Email me at office(at)marryful.org before you confirm your preview and I will cancel your printed order and refund you, minus a design fee of €10 (or the equivalent in your currency) for the personalisation I have already done. Once you have confirmed your preview, your order goes to print and I can no longer cancel it.

Arrived damaged, faulty, or not the design you confirmed? I make it right.

If your order arrives damaged, has a printing fault, does not match the design you confirmed, or never arrives, email me at office(at)marryful.org with your order number and a photo if you can. I will reprint it or refund you, whichever works best for your event. Please report it within 14 days of delivery, so there is still time to reprint before your event.

A reprint isn't free in two cases: when the wording or spelling was in the preview you confirmed, or when the shipping address was. I always ask you to confirm your address by email before printing; if the address you confirmed turns out to be wrong, a reprint and new shipment are at your cost. Please check names, dates, places and your address carefully before you say yes.

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

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

  • a change of mind after a digital order, or after you have confirmed the preview of a printed order,
  • expecting a printed item when you bought a digital template (digital templates are downloads; nothing is posted to you),
  • your own printer or editing setup, once the digital file itself is correct,
  • wording or spelling you confirmed in your preview,
  • choosing the wrong product by mistake.

How to reach me

Use the chat window on any marryful.org page or email office(at)marryful.org. 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