Digital Delivery, Cancellation and Refund Terms
Clear rules on digital delivery, our cancellation and refund practice for personalised orders, and your rights if delivered content does not match your order.
Last updated · 1 August 2026This page explains how digital products are delivered, how our cancellation and refund practice for personalised orders works, and which remedies are available if delivered content does not match what you ordered. It does not limit any right you have by law.
Digital delivery
Products are delivered electronically through WhatsApp, email or a download link, in the format stated on the product page or in the order summary. Delivery is complete once the agreed file or a working access link has been sent to the contact details you provided.
Please report a broken link, a corrupted file or an incorrect format promptly. CupyGift will resend the delivery or replace it with a working one free of charge.
Production time
The estimated delivery time starts once we have received payment, all required source material and a sufficiently complete brief. Express production is available only where it is specifically offered and accepted.
Statutory right of withdrawal and how it is lost
As a consumer in the EU, you normally have a 14-day right of withdrawal under Directive 2011/83/EU on consumer rights, as implemented in your country. For digital content that is not supplied on a tangible medium, that right is lost under Article 16(m) of the Directive once CupyGift has begun personalised production, provided that you expressly consented at checkout to performance starting before the end of the withdrawal period and acknowledged that you would lose the right of withdrawal as a result.
Cancellations and refunds (goodwill practice)
Because every order is personalised, please check your order details carefully before submitting your order. To cancel, contact us as soon as possible using the details below.
If production has not started, we normally refund the full amount. Once personalised production has started, the order cannot be refunded, but all errors on our part are corrected free of charge, with unlimited revisions. Refunds are issued to the original payment method unless agreed otherwise, and are normally processed within 14 days of the cancellation being confirmed.
Content that does not conform to the contract
Where content is not delivered, is technically defective, or does not match the agreed description, format or personalisation brief, you can ask for it to be brought into conformity free of charge within a reasonable time.
Where that is impossible, unsuccessful or not completed within a reasonable time, you may be entitled to a proportionate price reduction or, in serious cases, a full refund with termination of the contract.
Creative preferences and revisions
The following do not by themselves mean that the content is defective or not in conformity with the contract: a subjective preference that differs from the confirmed brief, and minor visual differences inherent to AI-assisted and other creative production processes. All errors on our part are corrected free of charge, as many times as needed, but revisions are not made for details or changes provided after the personalised content has been produced. This does not limit any remedy where the result objectively fails to match the agreed description, the instructions provided or the promised functionality.