Refund & Cancellation Policy

Last updated: 2026-05-14

MockMonster ("we", "us") sells digital downloadable mockups. This page explains your refund rights — please read it carefully before completing a purchase.

1. EU Consumer Rights Directive — 14-day withdrawal

Under EU Directive 2011/83/EU, consumers buying online from EU traders have a 14-day right of withdrawal — you can cancel an online purchase without giving a reason within 14 days of receipt.

That right is not absolute for digital downloads. Article 16(m) of the Directive lets us deliver digital content immediately (so you don't have to wait) on condition that the consumer (a) expressly consents to immediate delivery, and (b) explicitly acknowledges that consenting means they lose the right of withdrawal.

We collect both confirmations through two unticked checkboxes at checkout — you cannot pay without ticking both. By ticking, you waive the 14-day withdrawal right for that purchase.

2. When you ARE entitled to a refund

• Technical defect or corrupt file. If the mockup file is broken, won't open in the file format the listing promises, or contains clearly visible damage we didn't disclose, contact us and we'll refund or replace.
• Material listing mismatch. If the file you received materially differs from the listing description (wrong product, missing layers, wrong base photo), the same applies.
• Duplicate purchase. If our system charged you twice for the same item due to a technical error on our end, we refund the duplicate within 5 business days.
• Pre-download cancellation. If you paid but the download link never worked and you haven't received the file, you're entitled to a refund or successful re-delivery.

3. When refunds are NOT available

• Change of mind after download. Once you've ticked the Art 16(m) waiver and the download has begun / completed, EU law no longer requires us to refund and we don't offer goodwill refunds for buyer's remorse.
• Compatibility with your software. System requirements and compatible file formats are stated on each listing — please read them.
• Subjective taste / "didn't suit my project". The listing preview + the "Preview with your art" feature are intended for exactly this evaluation. Use them before purchasing.

4. How to request a refund

Email support@mockmonster.com with:

• The order ID or PaymentIntent ID (from your Stripe receipt email)
• A short description of the issue
• Where relevant, a screenshot or sample showing the defect

We aim to respond within 2 business days and process eligible refunds within 5 business days of approval. Refunds settle in your original payment method 5–10 business days after we issue them, depending on your bank or card issuer.

5. Chargebacks

Please contact us first before filing a chargeback with your bank. Chargebacks filed without prior contact may take 30–90 days to resolve through Stripe's dispute process and cost both parties needless time. We'll always try to resolve a genuine issue directly.

6. Contact

MockMonster · Imprint / legal contact · support@mockmonster.com