At Pontovia, we sell primarily downloadable digital products. Because digital files can be accessed and downloaded immediately after purchase, different cancellation and refund rules apply compared with physical goods.
Please read this Refund and Cancellation Policy carefully before completing your purchase.
1. DIGITAL PRODUCTS
Unless expressly stated otherwise in the product description, Pontovia products are digital downloads.
No physical product will be shipped.
Once payment has been successfully completed, customers will normally receive immediate access to their purchased digital files through the website, download page, email or the platform through which the purchase was made.
2. RIGHT OF WITHDRAWAL
Consumers may normally have a statutory right to withdraw from an online purchase within the applicable withdrawal period.
However, different rules apply to digital content that is not supplied on a physical medium.
When purchasing a Pontovia digital product, you may be asked to expressly consent to the immediate supply of the digital content and acknowledge that you will lose your right of withdrawal once access to or download of the digital content begins.
Where you have:
- expressly consented to the immediate supply of the digital content;
- acknowledged that you will lose your right of withdrawal once the supply begins; and
- received the corresponding confirmation as required by applicable law,
your statutory right of withdrawal will cease once the supply of the digital content has begun.
This does not affect any mandatory rights you may have if the digital content is defective, incorrect or otherwise does not conform to the contract.
3. CANCELLATIONS
Because Pontovia digital products are normally supplied immediately after payment, it may not be possible to cancel an order once the download or access process has begun.
If you wish to cancel an order and the digital content has not yet been supplied or made available to you, please contact us as soon as possible at:
contact@pontovia.com
We will review the status of the order and any applicable cancellation rights.
If access to the digital content has already begun and the legal requirements regarding the loss of the right of withdrawal have been fulfilled, cancellation due solely to a change of mind will generally not be available.
4. CHANGE-OF-MIND REFUNDS
Due to the nature of digital products, Pontovia generally does not offer refunds for change-of-mind purchases once the digital content has been supplied and the applicable legal requirements regarding the loss of the right of withdrawal have been met.
Examples of situations that would not normally qualify for a refund include:
- changing your mind after receiving or accessing the files;
- deciding that you no longer want the artwork;
- purchasing the wrong design or size where the product information was clearly provided before purchase;
- expecting a physical item where the product listing clearly stated that the purchase was a digital download;
- not having suitable software, equipment or printing services to use the files;
- minor differences between colours displayed on a screen and colours in the final print;
- dissatisfaction with printing carried out by a third-party printing provider where the supplied digital file itself is correct.
Nothing in this Policy limits any mandatory consumer rights provided by applicable law.
5. DEFECTIVE, INCORRECT OR INACCESSIBLE FILES
If there is a problem with your Pontovia digital product, please contact us.
This may include situations where:
- the downloaded file is corrupted;
- the file cannot be opened despite meeting the stated technical requirements;
- the wrong file was supplied;
- one or more files described as included in the purchase are missing;
- the supplied file materially differs from the product purchased;
- a technical problem attributable to Pontovia prevents you from accessing your purchase.
Please contact:
contact@pontovia.com
and include, where possible:
- your name;
- your order number;
- the email address used for the purchase;
- a brief description of the problem; and
- screenshots or other relevant information where helpful.
We will review the issue and provide an appropriate solution in accordance with applicable consumer law.
Depending on the circumstances, this may include providing a corrected file, restoring access, supplying the missing content or, where legally appropriate, issuing a price reduction or refund.
6. PRINTING RESULTS
Pontovia supplies digital artwork files unless otherwise expressly stated.
The final appearance of printed artwork may vary depending on:
- printer type;
- printing company;
- ink;
- paper or material;
- print settings;
- screen calibration;
- colour profiles;
- chosen dimensions or aspect ratio.
Minor variations between the digital preview and the final printed result do not necessarily mean that the digital product is defective.
Pontovia is not responsible for printing errors caused by a third-party printing service, incorrect customer print settings, unsuitable materials or modifications made to the files after download.
If you believe the original digital file itself is defective, please contact us and we will review the issue.
7. DUPLICATE PURCHASES
If you accidentally purchase the exact same digital product more than once, please contact us at contact@pontovia.com as soon as possible.
Where we can reasonably verify that an accidental duplicate purchase has occurred, we may issue a refund for the duplicate transaction, subject to the circumstances and applicable law.
8. UNAUTHORISED OR FRAUDULENT TRANSACTIONS
If you believe that a purchase was made using your payment method without your authorisation, please contact us immediately at:
contact@pontovia.com
You should also contact your payment provider or financial institution where appropriate.
Pontovia reserves the right to investigate suspected fraudulent transactions and to take reasonable measures to prevent fraud and misuse of the store.
9. REFUND METHOD
Where a refund is approved or legally required, it will normally be issued using the same payment method used for the original purchase, unless another method is expressly agreed or required.
The time required for the refunded amount to appear in your account may depend on your bank, card issuer, payment provider or marketplace.
Pontovia cannot control processing times imposed by third-party financial institutions.
10. MARKETPLACE OR THIRD-PARTY PURCHASES
If a Pontovia product is purchased through a third-party marketplace or platform, certain refund and cancellation procedures may also be governed by that platform’s applicable policies.
Where mandatory consumer law provides greater protection than a platform policy or these terms, the applicable mandatory consumer rights will prevail.
11. CONTACT
If you have any questions about cancellations, refunds or problems with your digital purchase, please contact:
Pontovia
Email: contact@pontovia.com
Website: www.pontovia.com
Please include your order number whenever possible so that we can assist you more efficiently.