Refunds & Returns

This is the plain-English summary of what happens if you want to cancel, return, or get a refund on a Nortia Sundials order. The full legal terms are in our Terms and Conditions of Sale.

At a glance

Situation	What happens
Digital file (PDF / SVG) you've already downloaded	No refund — you waived withdrawal at checkout. See §1.
Digital file you bought but haven't downloaded	Refund on request within 14 days. See §1.
Alignment jig — buyer's-remorse cancellation before production	Full refund. See §2.
Alignment jig — production already started	No refund — the jig is custom-made for your dial. See §2.
Alignment jig — damaged in transit	We refund or reprint at our cost. No return required. See §3.
Alignment jig — wrong item shipped	We refund or reprint at our cost. No return required. See §3.
Alignment jig — defect or fault appearing later	EU consumer guarantee applies. See §4.
Parcel lost in the post	We reprint or refund at your choice. See Shipping.

1. Digital products (PDF Kit, PDF Kit + SVG, the digital part of any Bundle)

Your statutory right of withdrawal — and how it's lost

Under EU consumer law (Directive 2011/83/EU), you normally have 14 days from purchase to cancel an online order for any reason. For digital content delivered immediately, this right is lost the moment you start the download — but only if you have given express prior consent and acknowledged the loss of the right.

When you place an order containing digital content, our checkout flow asks you to confirm:

"I expressly consent to immediate delivery of the digital files and I acknowledge that, by doing so, I will lose my right of withdrawal once the download has started."

Once you tick that box and start the download, the right of withdrawal no longer applies and we do not offer refunds for change of mind.

If you change your mind before downloading

If you bought a digital file but haven't downloaded it yet, write to orders@nortiasundials.com within 14 days of the order and we will refund you in full. We can verify whether the download link has been used.

If there's something wrong with the file

If the file you received is corrupt, doesn't open, or doesn't contain what was described on the Shop page, write to us and we will fix it — either by re-sending a correct file or by refunding the order in full. Tell us your order number and what went wrong.

2. Alignment jig (and the jig portion of any Bundle)

Why the jig is exempt from the 14-day cooling-off period

The alignment jig is 3D-printed to order, sized to the exact dimensions of your dial design. It is therefore "made to the consumer's specifications or clearly personalised" within the meaning of Article 16(c) of EU Directive 2011/83/EU, which exempts such items from the standard 14-day right of withdrawal. A jig printed for a 600 mm dial at 43.2°N cannot be resold to anyone else.

We display this exemption clearly on the Shop page and at checkout. By placing an order for the jig, you confirm that you understand this.

Cancelling before production starts

We accept orders into a production queue and start printing in batches. If you email orders@nortiasundials.com before your jig enters production, we will cancel the order and refund you in full. The earlier you contact us after ordering, the more likely we can stop the print.

Cancelling after production has started

Once your specific jig has been printed, we cannot cancel — we own a printed jig that nobody else can use. We will let you know this clearly when you contact us.

Cancelling the bundle digital portion separately

In a Bundle order, the PDF/SVG and the jig are separate components for withdrawal purposes. If you cancel before production starts, you get a full refund. If production has started but the digital part hasn't been downloaded, we refund the digital portion only.

3. Damaged in transit, or wrong item received

If the jig arrives damaged, broken, or is the wrong dimension / wrong item:

Within 7 days of delivery, email orders@nortiasundials.com with:
- Your order number;
- A photograph of the damaged item or wrong item (showing the issue clearly);
- A photograph of the outer packaging if there's external damage.
We will reprint and re-ship at our cost, or refund the full order including original shipping — your choice.
You do not need to return the damaged or wrong jig. Sending a small plastic part back across borders costs more than reprinting it and creates extra environmental impact. Keep it, recycle it, or use it as a doorstop.

Why we ask for photos and 7 days

EU sale-of-goods law gives you a 2-year guarantee on visible defects (see §4 below). We ask for the 7-day notice and the photographs because they're how we identify a transit issue versus normal wear, and so we can claim against the carrier where appropriate. Reporting later doesn't waive your statutory rights, but it does make a transit-damage claim harder to verify.

4. Faults that show up later (the 2-year EU consumer guarantee)

If your jig develops a fault, breaks during normal use, or turns out to have been manufactured incorrectly, EU law (Directive 2019/771, transposed into Bulgarian ЗПУС) gives you a 2-year guarantee from delivery.

Within those 2 years, if the fault is the result of our manufacturing or our materials (and not normal wear, accident, or misuse), you are entitled to:

A free repair or replacement, at our cost; or
A price reduction; or
Termination of the contract and a refund.

Email orders@nortiasundials.com with your order number, a description, and photos of the issue.

This guarantee is in addition to your rights against the seller for non-conforming goods and does not affect any commercial warranty we may offer separately (we do not currently offer one).

5. How refunds are paid

Refunds are issued to the original payment method used at checkout, via Stripe.

Standard processing time: 5–10 business days from when we initiate the refund. Stripe's side is usually instant; the delay is your bank's settlement of the refund to your card or account.
Currency: refunds are made in the currency you paid (typically euro). Any difference due to exchange-rate movement between the time of purchase and the time of refund is your bank's, not ours, and we cannot adjust for it.

6. Statutory rights

Nothing in this policy limits or excludes your statutory rights as a consumer under Bulgarian law (Закон за защита на потребителите) or under the consumer-protection law of your country of residence in the EEA. Where this policy and statutory rights conflict, statutory rights prevail.

7. Chargebacks

Please contact us before raising a chargeback with your bank. A chargeback opened without prior contact triggers fees we then have to absorb on a small-margin business; we'd much rather just solve the problem with you directly. We aim to respond to every email within two working days.

8. Contact

orders@nortiasundials.com for any refund or return question.

Effective 22 May 2026.