Refund policy

Effective date: October 20, 2026

This Refund Policy applies to purchases from The Binder Base at https://binderbase.myshopify.com. It forms part of our Terms and Conditions.

The short version

  • Digital downloads are non-refundable. All sales of digital products are final once you've purchased them and your download link has been delivered.
  • If something goes wrong with a file, we'll fix it. We'll resend your link, replace a faulty file or help you get it printing properly. We just don't offer refunds.
  • Physical products (such as UV-printed zip binders and custom sleeves) that arrive damaged, defective or wrong will be replaced or refunded. See Section 6.

Please read each product page and the print-and-cut guide before you buy, so you know which paper sizes, pocket sizes and languages are included.

1. Why digital sales are final

Our digital products are files delivered by email download link straight after checkout. Once a file has been delivered, it can't be "returned", because a copy stays with you. For this reason, we do not offer refunds, returns or exchanges on digital products once they have been purchased and delivered, including for the situations in Section 2.

2. Common situations

I bought the same product twice by mistake.
Duplicate purchases are not refunded. Both orders were delivered, and each one is a separate license. Please check your order history and your inbox (including spam) before buying again.

My download didn't arrive, failed, or the link expired.
This isn't a reason for a refund. It's something we'll fix. Email help@thebinderbase.com with your order number and we'll resend your link or send the files another way. Check your spam, promotions and junk folders first, because download emails sometimes land there.

A file is corrupt or won't open.
Tell us which file and what happens when you try to open it (a screenshot helps). We'll send a working replacement. Most "won't open" problems are fixed by downloading on a computer instead of a phone, or by opening the PDF in a free reader such as Adobe Acrobat Reader instead of a browser preview.

I chose the wrong paper size, pocket size or language.
Our products are described by what they include on the product page, and many include several paper and pocket sizes in one download. Check your files first: the size you need may already be there. Purchases made in the wrong size or language aren't refunded or exchanged.

My printer, ink, paper or cutter didn't give the result I expected.
We can't control home or print-shop equipment, so printing results aren't a reason for a refund. Colours, sharpness and cut accuracy depend on your printer, ink, paper, settings and screen. Before printing a full set, print one page at 100% / Actual size (not "Fit to page") and check the 10 mm scale bar on the sheet. If things still aren't lining up, email us. We're happy to help troubleshoot.

I changed my mind, or I don't need it any more.
Digital purchases can't be cancelled or refunded once they've been delivered.

I didn't realise the product was a digital download.
Every digital product is labelled as a printable digital download, and no physical item ships. These purchases are final.

3. When we will refund a digital order

We will refund a digital order only if:

  • we can't deliver the files and can't fix or replace them within a reasonable time after you contact us; or
  • the files are materially different from the product description (for example, a size or language listed on the product page is missing) and we can't supply the missing files within a reasonable time; or
  • we cancel your order before delivery (for example, because of a pricing error); or
  • the law requires a refund.

Nothing in this policy takes away any rights you have under consumer law that can't be excluded.

4. EU and UK customers: right of withdrawal

If you live in the European Union or the United Kingdom, you normally have a 14-day right to cancel online purchases. For digital content that isn't supplied on a physical medium, that right ends once delivery starts, if you have agreed to immediate delivery and acknowledged that you will lose your right of withdrawal. By completing checkout for a digital product, you ask us to deliver the files straight away and acknowledge that you lose your right of withdrawal once the download link has been sent to you.

5. License breaches, chargebacks and refunds

Your purchase comes with a personal, non-commercial license (see Section 5 of our Terms and Conditions). You're free to trade or sell overlays you printed for your own collection on a personal basis. You may not redistribute, share, alter, resell or sublicense the files, or reproduce the designs commercially. That includes printing overlays in order to sell them, uploading the files to file-sharing sites or print-on-demand services, or bundling them with products you sell.

  • No refund is given for any order whose license has ended because of a breach of those terms.
  • If a refund is issued for any reason, your license to that product ends and you must delete all copies of the files and stop using any printed output.
  • Please contact us before filing a chargeback. We usually reply within 1 to 2 business days and can resolve most problems quickly. If you file a chargeback for a digital order that was delivered as described, we'll respond with proof of purchase and delivery, and we may suspend access to downloads and future orders while the dispute is open.

6. Physical products (UV-printed binders, custom sleeves and other physical goods)

This section applies only to physical products, when we offer them.

Damaged, defective or wrong items

If your order arrives damaged, defective, or isn't what you ordered:

  1. Email us within 14 days of delivery at help@thebinderbase.com, with your order number.
  2. Include clear photos of the item, the problem, the packaging and the shipping label.
  3. Keep the item and packaging until we've reviewed your claim. We may ask you to return it, and if so we'll give you a prepaid label or cover the return postage.

Once we've confirmed the problem, we'll send a replacement at no extra cost or, if a replacement isn't available, a full refund to your original payment method. That refund includes the original shipping you paid for the affected item.

"Defective" means a manufacturing fault, such as a broken zip, misprinted artwork or failed print adhesion. It doesn't include normal wear, damage caused after delivery, small colour differences from on-screen images, or the natural variation of UV printing on textured surfaces.

Made-to-order and custom items

UV-printed binders, custom sleeves and other personalised or made-to-order items are made specially for you. They can't be returned or exchanged for a change of mind, a wrong size, or a mistake in details you provided (for example a spelling or design choice you approved). Please check your custom details carefully before ordering. Damaged, defective or wrong items are still covered as described above.

Lost or delayed packages

If tracking shows your package hasn't moved for 10 business days, or it shows as delivered but you can't find it, contact us. We'll open a claim with the carrier and send a replacement or refund once the carrier confirms the package is lost. We can't replace packages that were delivered to an incorrect address you entered at checkout.

Order cancellations

You can cancel a physical order for a full refund before it goes into production by emailing help@thebinderbase.com as soon as possible. Once production has started, the order can't be cancelled.

7. How refunds are paid

Approved refunds go back to your original payment method. Your bank or card provider may take 5 to 10 business days to show the refund. We can't refund to a different card or account.

8. Contact us

For help with any order, email us. Please include your order number so we can help faster.

The Binder Base
Email: help@thebinderbase.com