Returns & Refunds
Last updated: March 2026
Our 48-Hour Technical Guarantee
If your file doesn't work, won't open, or is corrupted in any way, contact us at hello@familyboard.uk and we will resolve it or issue a full refund within 48 hours. No questions asked. Every time.
Digital product policy
All Family Haven products are digital downloads. Due to the instant nature of digital delivery — where files are accessible immediately after payment — we are unable to offer refunds once files have been successfully downloaded. This is standard practice for digital goods under UK consumer law (Consumer Contracts Regulations 2013, Regulation 28).
When we will refund you
We will issue a full refund if: your file is corrupt or damaged and cannot be opened; the file you received is not what was described on the product page; you were charged but did not receive a download link; there is a technical error that we are unable to resolve within 48 hours.
How to request support
Email us at hello@familyboard.uk with your order reference number and a description of the problem. We aim to respond within 2 hours during business hours (Monday–Friday, 9am–6pm GMT). Technical issues are always resolved within 48 hours.
Accidental purchases
If you purchased the wrong product by mistake and have not yet downloaded the file, please contact us immediately at hello@familyboard.uk and we will do our best to assist you.
Stripe payment disputes
All payments are processed securely by Stripe. If you believe a payment was taken in error, please contact us first — we can usually resolve issues faster than a formal dispute. If you've already raised a dispute with your bank, please let us know so we can provide the necessary documentation.
Licence and usage
All products are sold under a personal use licence. This covers unlimited printing for your own household. Files may not be resold, redistributed, or used commercially. Purchasing a product does not transfer ownership of the design.
Contact us
For any questions about orders, refunds or technical issues: hello@familyboard.uk — we're a small UK team and we always reply personally.