Refunds

If you bought a deck within the last 14 days and you want your money back, you get it back. You do not need a reason and we will not ask you for one.

We are choosing to do this. A digital file that has already been downloaded is, in most places, something a seller is entitled to refuse to refund. We would rather have the refund than the resentment.

Email hello@onset.supply from the address you bought with, or include your order number. That is the whole process. There is no form.

Lemon Squeezy processes the money back to the card or account you paid with. We start it the day you ask; how fast it lands is your bank, and it is usually five to ten business days.

Once a refund goes through, the licence ends and the download link stops working. Delete the files.

Two problems account for most of them, and both are quicker to fix than to refund:

• The deck does not look right when you edit it. Install the font first. It is named in the fonts file in your download and it is free. Editing without it installed substitutes another typeface and changes the spacing on every slide.
• Your download link expired. They are meant to. Write to us and we will send a fresh one, and that is not a refund, it is a Tuesday.

If the file is genuinely broken, tell us. We would rather fix it for everyone than refund you and leave it broken for the next person. You can still have the refund.

Rarely, and we will tell you why in plain words rather than quoting a clause at you:

• after 14 days, though ask anyway if something is actually wrong with the file
• a repeat refund on a deck you have already bought and been refunded for
• a pattern of buying decks and refunding them across the catalogue, which is not a refund request, it is taking the files

This policy sits on top of the law, it does not replace it. If you are a consumer in the UK, the EU or anywhere with its own consumer protection, you keep every right that law gives you, including any right to cancel, and nothing on this page limits it.

If a deck is faulty or is not what its page described, your rights are whatever your law says they are, and they are not capped by the 14 day window above.

If something has gone wrong, email us. A chargeback costs us a fee on top of the refund and takes months to resolve for you, and there is nothing we would do about a genuine complaint that we would not do the same day you asked.

What you bought and what the licence permits are on the terms page. What we do with your data is on the privacy page.