Refund policy

Last updated: October 16, 2026

Everything we sell is a digital download: a Canva template link, a Word file, a short guide. Nothing is shipped. That shapes how refunds work, and we've tried to keep it simple and fair.

Our promise: we fix it or refund it

If a template doesn't open, doesn't edit the way the listing says, or is missing something the listing promised, tell us. We'll fix it, usually the same day. If we can't fix it, we'll refund you in full. This promise covers your order for 30 days from the day you bought it.

Fixing it can mean:

sending a fresh copy of the file or a new template link,
walking you through the step that isn't working, by email, or
correcting the template and sending you a new copy.

What else we can refund

You bought the same template twice by mistake. Email us and we'll refund the extra order.
You bought the wrong design by mistake. Email us and we'll swap it for the one you meant.

What we can't refund

Once a download has been delivered and works as described, we can't take it back the way a shop takes back a sweater. So we don't refund:

a change of mind after the files have been downloaded,
a template you edited and printed, then decided you didn't like,
printing problems at home or at a print shop, though do email us, because most are a settings fix we can help with,
not knowing Canva or Word. We'll help you through it instead. That's usually faster than starting over.

How to ask

Email hello@memorialpaper.com with your order number, the name of the template, and what happened. A screenshot or a photo of your screen helps a lot. We reply within 24 hours, and often much sooner, because we know you may be working to a print deadline.

If we refund you, the money goes back to the card or payment method you used. It usually appears on your statement within 5 to 10 business days, depending on your bank.

Please email us before asking your bank to reverse the charge. We can usually fix the problem the same day. A chargeback takes weeks and helps no one.

When you order

Your download starts the moment you pay. By placing an order you agree that we deliver it right away, and you acknowledge that once delivery has begun you no longer have the 14-day right to cancel that applies to digital content in some places, including the United Kingdom and the European Union. Our fix-or-refund promise applies to you all the same.

Your rights

Nothing in this policy takes away rights you have under the consumer laws where you live, including in Ontario and the rest of Canada, the United Kingdom, the European Union, Australia and New Zealand. Where those laws give you more than this policy does, they come first.