Last updated: 8 October 2026

Everything sold by Hello Home is a digital download. Nothing is posted to you, so there is nothing to return. This page explains when you can and cannot get your money back, and how to ask.

Your right to cancel, and why it ends at checkout

For most online purchases, UK consumers have 14 days to change their mind under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Digital content is treated differently. Because your file is made available immediately after payment, you are asked at checkout to agree to two things:

• that you want the download to begin straight away, and
• that you understand you lose the 14-day right to cancel once it does.

Once you have agreed and the download has been made available, the purchase cannot be cancelled simply because you changed your mind. If you have not yet downloaded the file and contact us within 14 days, we will normally still refund you as a gesture of goodwill.

When we will refund you

Your statutory rights under the Consumer Rights Act 2015 are unaffected by any of the above. Digital content must be of satisfactory quality, fit for purpose and as described. We will put things right, and refund you where appropriate, if:

• the file is corrupt, damaged or will not open;
• the file is materially different from what the product page described, including its stated pixel dimensions or maximum print size;
• your download link never arrived or stopped working before you could use it;
• you were charged more than once for the same item, or charged in error;
• a technical fault on our side prevented you receiving what you paid for.

Where a file is faulty, we will first offer a working replacement. If we cannot supply one within a reasonable time, you are entitled to a refund.

When we cannot refund you

• You changed your mind after downloading the file.
• You bought the wrong artwork by mistake, having received the correct one.
• Your printed result differs in colour from your screen. Screens and printers reproduce colour differently, and we say so on every product page.
• You printed the file larger than the maximum size stated on the product page, and the result looks soft. Each listing states exact pixel dimensions and the maximum size at 300 DPI and 150 DPI, so please check before printing.
• You no longer have the file. Your purchases stay available in your account, so you can download again.

How to request a refund

Email info@hellohomehh.com with your order number and a short description of the problem. A screenshot helps if the file will not open or looks wrong.

We aim to reply within two working days. If we agree a refund, it goes back to your original payment method within 14 days of us agreeing it. Your bank may take a few further days to show it.

Before you raise a chargeback

If something has gone wrong, please contact us first. Almost every problem with a digital file is fixable within a day, and a chargeback raised before we have had a chance to help costs us a fee whatever the outcome. We would much rather simply sort it out.

Complaints

If you are unhappy with how we have dealt with a refund request, email info@hellohomehh.com and we will look at it again. You can also get free, impartial advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.