Refunds and Support

Summary (TL:DR)

I want you to be happy with your purchase, I want to make things right if you are not happy, if in doubt, please contact me: john@cromartyforge.com

  • Digital goods: Returns not permitted once the download has started (with consent at checkout).
  • Before downloading: You may cancel within 14 days for a refund.
  • Faulty files: We will replace or refund.
  • Applies to: All countries where files are purchased.
  • Need help? Email john@cromartyforge.com or use our Contact form.

Your right to cancel (UK)

Under UK consumer law, the 14-day cooling-off period usually applies to distance purchases. For digital content, this right does not apply once you’ve started the download/stream, provided you agreed to this at checkout (we ask for that consent).

  • Digital downloads: UK cooling-off rights don’t apply once you start the download (with your consent).
  • Before downloading: You have 14 days to request a refund.
  • If a file is faulty: We’ll replace it or refund you—no quibbles.
  • Need help? Email john@cromartyforge.com or use our Contact form.

We clearly show (and ask you to agree) that access to downloads begins immediately after purchase, which means you waive the standard 14-day cooling-off right once the download starts.

Faulty or incorrect files

If a file is missing, corrupt, incorrectly labeled, or otherwise unusable:

  • Email john@cromartyforge.com with your order number and a quick description (screenshots welcome).
  • We’ll first re-issue or replace the files.
  • If we can’t fix it quickly, we’ll refund your purchase.

We aim to respond within 1–2 business days.

How to request a refund (before downloading)

  • Email john@cromartyforge.com with your order number and say you haven’t downloaded the files.
  • We’ll confirm eligibility and process your refund to your original payment method (Stripe/PayPal) within 3–5 business days (card providers may take a little longer to reflect it).

What’s not refundable

  • Files you’ve already downloaded (unless defective).
  • Purchases outside the 14-day window (unless defective).
  • Change of mind after download access has been used.
  • Orders found to be associated with misuse, sharing, or other breach of our Terms & Conditions (e.g., reselling or redistributing files).

Access to your downloads

  • Your files are available via My Account → Downloads whenever you’re logged in.
  • If you can’t see your files, contact us—we can re-grant access where appropriate.
  • For security/abuse prevention, we may apply download limits or update links from time to time; just ask if you need help.

Technical support

We’re happy to help with:

  • File integrity issues (corrupt zip, missing parts).
  • Re-granting access when you’ve changed devices or lost links.

We can’t provide:

  • Custom model edits or slicing.
  • Printer-specific troubleshooting.
  • Support for third-party tools or hardware beyond basic guidance.

Contact: john@cromartyforge.com

Hours: Mon–Fri (UK), responses in 1–2 business days.

Chargebacks

If something’s wrong, please contact us first. We resolve issues quickly and fairly. Filing a chargeback before contacting support can delay resolution.

Company details

Cromarty Forge Ltd (Company No. SC591899)

238 Union Grove, Aberdeen, Scotland, AB10 6SS

Email: john@cromartyforge.com

Company details

This page is for clarity and convenience and doesn’t limit your statutory rights. UK law applies. See also our Terms & Conditions and Privacy Policy.