Refund policy

Last updated: September 2026

This policy applies primarily to digital products supplied by Digital Joinery Lab Limited, including Build packages, downloadable resources, training content, software, scripts, macros, templates and other digital files or electronically supplied content.

Nothing in this policy affects any statutory rights that cannot lawfully be excluded or limited.

1. Digital Products

Digital products may include:

  • Build packages;
  • CAD models and Reference files;
  • Manufacturing drawings and technical information;
  • BIM files;
  • Downloadable resources;
  • Templates and libraries;
  • Training videos and courses;
  • Software;
  • Scripts and macros; and
  • Other electronically supplied content.

Digital products are supplied electronically, normally by download, access link, email or another digital delivery method stated on the relevant product page.

2. 14-Day Cancellation Right

Consumers purchasing digital content online may normally have a 14-day cancellation right.

Where you expressly consent to the immediate supply of digital content during this cancellation period and acknowledge that your cancellation right will be lost once supply begins, your 14-day change-of-mind cancellation right ends when supply of the digital content begins.

Supply may begin when:

  • A download is made available;
  • Digital files are supplied;
  • An access or download link is provided;
  • Digital content is emailed to you; or
  • Access to software, training or other digital content is otherwise provided.

Where the required consent and acknowledgement have not been obtained, statutory cancellation rights will apply in accordance with applicable law.

3. Build Packages

Build packages contain digital files and technical information intended to assist with the design and manufacture of physical products.

Build packages may include Reference files intended for design, visualisation, specification and coordination purposes, together with manufacturing drawings, specifications and other technical information intended to assist with manufacture.

The cancellation provisions in this policy apply to the Build package as digital content.

Once supply of a Build package has begun following the required express consent and acknowledgement, the 14-day change-of-mind cancellation right will normally have ended.

Use of Build packages, including permitted manufacture from the supplied information, is also subject to our Digital Content Licence and Terms & Conditions.

4. Faulty or Incorrect Digital Content

Loss of the 14-day change-of-mind cancellation right does not affect your statutory rights where digital content is:

  • Faulty;
  • Corrupted;
  • Not as described;
  • Incorrectly supplied; or
  • Otherwise does not conform to the contract.

If you experience a problem with digital content supplied by Digital Joinery Lab Limited, please contact us with:

  • Your order number;
  • Details of the problem; and
  • Any screenshots or other information that reasonably helps us assess the issue.

Where required by law, an appropriate remedy may include repair, replacement, correction, price reduction or refund depending on the circumstances.

5. Refunds for Digital Products

Once digital content has been supplied following your express consent to immediate supply and acknowledgement that your cancellation right will be lost, we do not normally provide refunds simply because you change your mind.

This does not affect your statutory rights where the digital content is faulty, not as described or otherwise does not conform to the contract.

Where a refund is legally due, it will be processed within the applicable statutory time limit.

Refunds will normally be made using the original payment method unless otherwise agreed or permitted.

6. Compatibility

Customers are responsible for checking the product description and any stated software, hardware or system requirements before purchase.

Digital Joinery Lab Limited cannot guarantee compatibility with every:

  • Computer;
  • Operating system;
  • Software version;
  • Third-party application;
  • Device;
  • Manufacturing system; or
  • Hardware configuration.

Where a product depends on third-party software such as SOLIDWORKS or SWOOD, the customer is responsible for obtaining and maintaining the necessary third-party software and licences unless expressly stated otherwise.

A compatibility issue caused solely by a customer's unsupported system, software or configuration does not automatically mean that the digital product is faulty.

7. Manufactured Products & Individually Quoted Work

Manufactured products, Design Services and other project-specific work are normally supplied under a separate quotation, specification, scope of work or contract.

Applicable cancellation, amendment, return and refund arrangements will be stated or agreed as part of the relevant quotation or contract.

Nothing in separately agreed terms affects statutory rights that cannot lawfully be excluded or limited.

8. Business Customers

Where a purchase is made wholly or mainly for purposes relating to a trade, business, craft or profession, statutory consumer cancellation rights do not generally apply.

Business purchases are subject to our Terms & Conditions, Digital Content Licence and any separately agreed quotation or contract terms.

9. Contact

To request a cancellation or refund, or to report a problem with digital content, please contact:

contact@digitaljoinerylab.co.uk

Please include your order number where applicable.