Effective Date: 04/26/2026

Thank you for purchasing from Grinnelli Designs. This Refund and Return Policy explains how refunds, returns, cancellations, and support requests are handled for digital products and physical merchandise.

Grinnelli Designs may sell digital products and physical merchandise through separate checkout systems. Digital products may be sold through Paddle. Physical merchandise may be sold through Shopify.

Because these product types are processed differently, the applicable refund, return, tax, delivery, and support procedures may differ depending on what you purchased and which checkout system was used.

Digital Products Sold Through Paddle

Digital products may include DCS voucher codes, license keys, product keys, redemption codes, downloadable content, software, pre-order digital products, or other digital items.

For digital product transactions processed through Paddle, Paddle may act as the Merchant of Record, authorized reseller, and payment processor.

Refunds for digital products sold through Paddle are handled according to Paddle’s applicable Buyer Terms, Paddle’s Refund Policy, Paddle checkout disclosures, and applicable consumer protection laws.

Customers may request a refund for eligible Paddle transactions within 14 days of the transaction, unless a different period is required by applicable law or Paddle’s policies.

Refund eligibility may depend on the product type, transaction date, customer location, delivery status, access status, redemption status, activation status, and applicable law.

Digital Product Access, Redemption, and Use

Some digital products are delivered immediately or shortly after checkout.

A digital product may be considered delivered once a voucher code, license key, product key, redemption code, download, access instructions, or redemption instructions have been sent to the customer or made available through the order system.

Refund eligibility may be affected once a digital product has been delivered, accessed, downloaded, redeemed, activated, used, or otherwise consumed, where permitted by applicable law and Paddle’s policies.

For DCS voucher codes, Grinnelli Designs may need to verify whether the voucher has been delivered, redeemed, activated, or otherwise used. Redeemed or activated vouchers may not be eligible for refund except where required by applicable law or Paddle’s applicable policies.

Nothing in this policy limits any mandatory consumer rights that cannot be waived under applicable law.

How to Request a Digital Product Refund

For digital products purchased through Paddle, customers should request a refund through Paddle using the receipt, transaction email, buyer support page, or other instructions provided by Paddle.

You may also contact Grinnelli Designs for product support or voucher assistance at:

support@grinnellidesigns.com

When contacting Grinnelli Designs, please include your order number, transaction email address, and a description of the issue.

For Paddle-managed transactions, Paddle may make the final decision on refund eligibility according to Paddle’s policies, transaction records, checkout disclosures, and applicable law.

If a refund is approved, Paddle states that eligible refunds are generally processed back to the same payment method where possible and within 14 days of approval.

Pre-Order Digital Products

Grinnelli Designs may offer digital products for pre-order before their official public release.

A pre-order product may not be immediately available for download, activation, installation, or use at the time of purchase.

If a pre-order includes delivery of a DCS voucher code, license key, product key, redemption code, or other digital item, the digital portion of the order is considered delivered once that item has been sent or made available.

Refund requests for pre-order digital products sold through Paddle are handled according to Paddle’s applicable Buyer Terms, Paddle’s Refund Policy, checkout disclosures, and applicable consumer protection laws.

Physical Merchandise Sold Through Shopify

Physical merchandise may include apparel, accessories, printed items, collector’s items, plush items, patches, keychains, or other physical goods.

Physical merchandise may be sold separately through Shopify or another physical merchandise checkout system.

Physical merchandise purchases are separate from Paddle digital product purchases.

Returns for physical merchandise must be requested within 14 days of delivery.

To be eligible for return, the item must be unused, undamaged, and in its original condition, including any original packaging where applicable.

Certain physical items may not be eligible for return if they are custom-made, personalized, limited-use, hygiene-sensitive, damaged by the customer, or otherwise marked as non-returnable on the product page or during checkout.

How to Request a Physical Merchandise Return

To request a return for a physical item, contact:

support@grinnellidesigns.com

Please include your order number, the email address used at checkout, the item you want to return, and the reason for the return request.

Please contact us before sending anything back. Items returned without prior approval may not be accepted.

If your return is approved, we will provide return instructions.

Customers are responsible for return shipping costs unless the item was incorrect, damaged, defective, or otherwise required to be handled differently by applicable law.

Original shipping charges are non-refundable unless the return is due to an error on our part or otherwise required by law.

Damaged, Incorrect, or Missing Physical Items

If a physical item arrives damaged, incorrect, defective, or missing from your order, contact us as soon as possible at:

support@grinnellidesigns.com

Please include your order number, the email address used at checkout, a description of the issue, and photos of the item and packaging if applicable.

We will review the issue and determine the appropriate next step, which may include replacement, refund, store credit, or another resolution depending on the situation.

Shipping, Duties, and Import Fees for Physical Merchandise

Shipping times, shipping rates, duties, taxes, import fees, and carrier charges may vary depending on the customer’s location, selected shipping method, checkout provider, and applicable law.

Customers are responsible for providing accurate shipping information during checkout.

Grinnelli Designs is not responsible for delivery delays caused by incorrect customer information, customs delays, carrier delays, failed delivery attempts, or events outside our reasonable control.

Chargebacks and Payment Disputes

If you have an issue with an order, please contact us or the applicable checkout provider before opening a chargeback or payment dispute.

For Paddle digital product transactions, payment disputes, chargebacks, and refund requests may be handled by Paddle according to Paddle’s policies and transaction records.

For Shopify physical merchandise transactions, payment disputes and chargebacks may be handled through Shopify, payment processors, banks, card networks, or other involved providers.

Grinnelli Designs may provide relevant order, delivery, redemption, activation, usage, shipping, or support information to Paddle, Shopify, payment processors, banks, card networks, shipping carriers, platform providers, or other involved parties as needed to investigate and respond to a dispute.

Contact

For digital product support, voucher questions, physical merchandise returns, damaged item reports, or general order support, contact:

support@grinnellidesigns.com

Please include your order number and the email address used at checkout so we can locate your order more quickly.