Refund Policy

1. Why sales are final

Every planner we sell is a digital file delivered the moment your payment clears. Once it has been downloaded it cannot be returned or un-received, which is why all sales are final and we do not offer refunds for change of mind.

We try to make up for that by being unusually detailed before you buy. Each product page lists every screen, shows a screenshot of each one as it actually ships, explains the maths, and sets out the limitations in plain language. If something you need to know is not there, ask us before buying — we answer questions gladly, and we would rather lose a sale than make an unhappy one.

2. EU and UK right of withdrawal

Consumers in the EU and UK normally have 14 days to withdraw from a distance purchase. For digital content delivered immediately, that right is lost once the download begins, provided you agreed to immediate delivery and acknowledged the loss of the withdrawal right.

By buying a planner and downloading it, you are asking for immediate delivery and accepting that the 14-day withdrawal right no longer applies. This does not affect your rights if the product is faulty or not as described — see section 8.

3. When we will put it right

"Final sale" does not mean "no support". Contact us and we will fix, replace or refund in situations such as:

• The download failed or the file is corrupt and Etsy's re-download does not solve it.
• The file will not open in a current version of Chrome, Edge, Safari or Firefox, and we cannot get it working with you.
• A described feature is missing or broken. If the planner does not do something the listing says it does, that is on us.
• You were charged twice, or bought the same planner twice by accident.
• You bought the wrong planner and have not downloaded the file yet — tell us quickly and we will sort it out.

In most of these we will try to solve the problem first, because a working planner is usually what you actually wanted. If we cannot, we will refund you.

4. What is not a refund case

To be straightforward about it, we cannot refund for:

• changing your mind after downloading;
• buying without reading the description, then finding it is not what you assumed;
• wanting a feature the planner never claimed to have — tell us anyway, we do add things;
• expecting a mobile app, an Excel or Google Sheets file, or a Notion template. Every listing states clearly that this is a browser-based HTML file;
• expecting cloud sync, accounts, or reminders and notifications. These planners have none of those by design, and every page says so;
• data lost because browser storage was cleared, private mode was used, or a device was reset. We cannot recover it because we never had it — please export backups;
• a file you have edited yourself that no longer works;
• not having a device with a modern web browser.

5. Try this first

Most "it does not work" messages are solved in a minute or two:

• Unzip the folder before opening anything. Opening the HTML file from inside a zip preview is the single most common cause of a blank screen.
• Double-click the .html file, or right-click it and choose Open with → your browser.
• Try a second browser. Chrome, Edge, Safari and Firefox are all supported and current versions all work.
• On iPad or Android, save the file into your Files app first, then open it from there.
• Check the PDF guide included in the download — it walks through setup with pictures.

If none of that helps, write to us. Include your browser, your device, and what you see on screen, and we will get to the bottom of it.

6. How to ask

Because your purchase was made on Etsy, the fastest route is an Etsy message on the order itself — the order details are attached automatically, so nothing needs looking up.

You can also email hello@bigpandapixel.com. Please include your Etsy order number, which planner it concerns, and what happened.

Ask within 30 days of purchase where you can. Later than that we will still try to help; a refund becomes harder for Etsy to process.

7. How it is processed

Refunds are issued through Etsy, back to your original payment method — we cannot pay you by any other route. Etsy typically takes a few business days to return the money, and your bank or card issuer may take a few more.

Where a refund is issued, your licence to use the planner ends and you should delete your copies.

8. Your statutory rights

Nothing in this policy limits your legal rights as a consumer. If a planner is faulty, not as described, or not fit for the purpose it was sold for, you are entitled to a remedy under the consumer law that applies where you live, regardless of anything written above.

Etsy also operates its own case and dispute system, which remains open to you. See Etsy's buyer policies.