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Refund Policy

Last updated: 10 October 2026

This page explains your rights when you buy a digital product (like a template, guide or preset) from a shop on Selvro. Each shop is run by its own seller. Selvro (run by Selvro Ltd, a company registered in England and Wales (company number 17283347). Our registered office is 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ) provides the shop and the checkout.

The 14-day right to cancel

In the UK you normally have 14 days to change your mind about something you buy online. With downloads, if you ask to get yours straight away, you can’t cancel once you have it.

Before you pay, we ask you to tick a box saying you want your download straight away and understand that you lose your 14-day right to cancel. The box is never ticked for you. If you tick it, you can’t cancel just because you’ve changed your mind. We confirm this in writing in your download email, and keep a record of when you ticked it.

If something is wrong

Your other rights don’t change. You’re entitled to a fix or a refund if your product:

  • doesn’t download or won’t open,
  • is faulty or broken, or
  • isn’t what the product page described.

Email support@selvro.app (or reply to your download email) with what you bought and what’s wrong. We’ll pass it to the seller. The seller will first try to fix it, for example by sending a working file. If they can’t fix it in a reasonable time, you’ll get your money back.

We aim to reply within 2 working days. If a refund is due, it’s paid within 14 days of us agreeing it.

Please contact us before going to your bank. We can usually sort things out in a day or two, while a bank dispute can take months. We keep a record of each order and download, and share it with the bank if a payment is disputed.

How refunds are paid

Refunds go back to the card or account you paid with. They usually arrive within 5 to 10 working days, depending on your bank.

Sellers’ own refund promises

Some sellers offer extra promises, like a money-back guarantee. If a seller shows one on their shop, they must keep it. It’s on top of the rights on this page, never instead of them.

Who decides

The seller is responsible for refunds. If a seller doesn’t deal with a fair complaint, Selvro can step in and refund you from the seller’s account.

Still not sorted?

If you’re unhappy with how we’ve handled your problem, email support@selvro.app and ask for it to be looked at again. You can also get free advice from Citizens Advice at citizensadvice.org.uk.