Effective date: July 22, 2026
Store: Creative Nel (nelsay.com)
Contact: hello@nelsay.com
This Refund Policy explains when a refund is available for Templates purchased on nelsay.com.
1. Digital Products — All Sales Final
Because Templates are digital products delivered instantly as a Canva template link, all purchases are final once the template link has been delivered or accessed. We’re unable to offer refunds simply for change of mind, or because you no longer need the design.
2. When a Refund IS Available
We will issue a full refund or a replacement if, within 7 days of purchase:
- The template link is broken, inaccessible, or fails to open in Canva
- The delivered Template is significantly different from the one previewed on the product page
- You were charged more than once for the same Template due to a payment error
- The Template is missing pages, elements, or sections shown in the preview
3. When a Refund Is NOT Available
Refunds will not be issued for:
- Change of mind after purchase
- Difficulty using Canva itself (we’re happy to point you to a tutorial, but this isn’t a fault with the Template)
- Missing Canva Pro fonts, photos, or elements if you’re on a free Canva account — this is a Canva subscription limitation, not a defect in the Template
- Templates that have already been customized, exported, or printed
- Requests made more than 7 days after purchase
4. How to Request a Refund
Email hello@nelsay.com with:
- Your order number or the email address used at checkout
- The name of the Template
- A brief description of the issue (a screenshot helps)
We aim to respond within 2–3 business days. Approved refunds are returned to your original payment method and may take 5–10 business days to reflect, depending on your bank or payment provider (Paystack/Flutterwave).
5. Free Templates
Since free Templates aren’t paid purchases, this policy doesn’t apply to them — if a free template link is broken, just let us know and we’ll fix it or send you a working link.
6. Changes to This Policy
We may update this Refund Policy from time to time. Changes will be posted on this page with a revised effective date.
This policy is provided for general informational purposes and does not constitute legal advice. We recommend having it reviewed by a qualified professional before publishing it live on your site.