Refunds & withdrawal

1. Why there is no right of withdrawal

The 14-day right of withdrawal exists for distance purchases in general, but the law itself excludes it in the exact case that defines this product:

• Digital content not supplied on a tangible medium, whose performance begins with your express consent (art. 103.m of the Spanish Consumer Protection Act, TRLGDCU; art. 16.m of Directive 2011/83/EU): before paying, you check a box asking for production to start immediately and accepting the loss of the right of withdrawal, regardless of your country of residence and to the fullest extent the law allows. That consent is stored with its date and time alongside your order, and we confirm it to you by email when you pay.

The law requires three things for that exception to hold, and all three are met: that you give prior consent to the start of performance, that you know you thereby lose the right of withdrawal, and that you receive confirmation of both on a durable medium. That is why the full text is shown to you, you have to check the box yourself, it is collected again on the Stripe payment screen, and it reaches your inbox with the exact time you accepted it.

Moreover, every print, audio, and video is calculated and written for one specific date, time, place, and name: outside your order, it is of no use to anyone.

Without checking that box, you cannot pay: nobody buys without knowing.

2. The window in which you CAN still stop it

Between your payment and the start of automatic production, minutes go by. If you write to us within that window and your order has not yet started production, we cancel it and refund the full amount. We are not obligated to — by checking the box you had already waived the right of withdrawal — but this is how we work, and we would rather tell you up front than have you find out by asking.

Write as soon as possible to [email protected] with your reference (it starts with CIELO-). If production has already finished by the time we read your message, section 3 applies.

3. Why there are no refunds after delivery

A digital file cannot be "returned": the moment it is on your device it can be copied, printed, or forwarded, and no return can undo that. That is why, once your order has been delivered in accordance with the details you entered, the payment is final. We do not issue refunds for taste, for a change of mind, for not having read what the pack included, or for having mistyped the date, time, place, or name.

You provide the details yourself, and you are asked for them twice: before paying, a confirmation screen shows the occasion, name, date, time, place, phrase, and style you chose, and you are expressly asked to review them. What you confirm there is what gets made; an error of yours in typing them does not make the product defective.

4. The one thing that entitles you to a remedy: WE DELIVER IT WRONG

If the failure is the system's, we fix it — free, no arguing. The following counts as a defective delivery and is remade at zero cost:

• a file that is corrupt, incomplete, unreadable, or cannot be downloaded;
• content that does not match the details you entered (a different date, a different name, a different style from the one you chose) due to a calculation or production error on our side;
• a missing piece from the pack you paid for;
• a resolution or format lower than what we advertise;
• an order not delivered within the promised timeframe (prints: minutes after payment; video and audio: 24 hours at most). If we fail to deliver at all, there is nothing to "return": you get your payment back in full, because without delivery there is no sale.

Files are deleted 30 days after delivery; you are told about that deadline when they are delivered, and it appears on your order page. Losing the files because you did not download them in time is not a defective delivery; even so, write to us and we will see what we can do.

The remedy is the free correction or redelivery of the product, which is what the legal conformity guarantee for digital content establishes as the first course of action (arts. 115 et seq. TRLGDCU; Directive (EU) 2019/770). Only if correction proves impossible, if we fail to carry it out within a reasonable time, or if the lack of conformity is serious, will you be entitled to a price reduction or to termination of the contract with a refund (arts. 117 et seq.). Time limit to claim a defect: two years from delivery (art. 120 TRLGDCU); during the first year the defect is presumed to have already existed (art. 121). We keep your order data for that period precisely so we can remake it.

5. When a refund IS due: when and how you get your money

When a refund is due — because we failed to deliver, because we canceled in time, or because the law entitles you to terminate — this is what happens:

• Timing: we order it without delay and, in any case, within 14 calendar days from when we confirm to you that it is due. In practice, the same day or the next. When the money actually shows up in your account depends on your bank, which usually takes another 5 to 10 business days.
• Method: to the same payment method you used. That is what the law requires (art. 107.1 TRLGDCU), and it is also the only technically possible destination: the payment processor cannot send a refund to a different card or a different account.
• Cost to you: none. We do not deduct fees or handling charges from the refunded amount.
• Partial refunds: if you bought several pieces and only one failed and cannot be remade, we refund the proportional part for that piece, not the whole order.
• Proof: we email you the refund confirmation with its amount and date, and the corresponding corrective invoice is issued.

If the refunded order had already been delivered, access to the downloads is revoked and you must stop using and delete the files: you cannot keep both the money and the product.

6. Chargebacks

Disputing the charge with your bank instead of writing to us gives you no right you do not already have. Every order keeps the proof of what you bought: the details you entered, the data confirmation you accepted, your express acceptance of immediate production with its date and time, and the record of the delivery of the files. That documentation is submitted in full in every dispute, and unfounded chargebacks are always contested. If your payment was genuinely fraudulent (a card used without permission), write to us first: access is canceled and it is resolved the same day.

A practical note: on your statement the charge appears as YOURSKYGIFTS, not under our personal name, because card networks limit that text to 22 characters. Before disputing anything, check that it is not simply your own purchase.

7. Who processes the payment and who decides refunds

Payment is processed through Stripe (Stripe Payments Europe, Limited, a company registered in Ireland), which acts solely as a payment service provider. We are the seller: we contract with you, we issue your invoice, and we decide and execute refunds, in accordance with this policy and the law.

So for anything about your order — a defective delivery, an invoice, a refund — write to us, not to Stripe: Stripe does not handle claims about the product and does not apply any refund policy of its own to your purchase. When a refund is due, we order it and Stripe merely executes it onto the payment method you used.

8. How to report a defective delivery

Write to [email protected] with your reference (it starts with CIELO-) and which file arrived wrong. We reply within a maximum of 48 working hours, and the corrected redelivery costs you nothing.

If you are not satisfied with our answer, section 14 of the terms of sale lists the complaint channels available to you: consumer authorities, accredited alternative dispute resolution bodies, and the courts of your place of residence.