Refund and Return Policy
Effective date: 28 October 2026
This Refund and Return Policy explains when and how refunds are issued for downloads obtained through https://pack-nix.com (the "Site"), operated by PROMPTIX LTD (company number 17078610).
1. Nature of the product
The Site provides digital files only — icon packs and individual icons in formats such as SVG, PNG and WEBP. All products are downloadable digital files; no physical goods are involved. Files are made available for download immediately after your payment is approved, via the download buttons on your order-confirmation page and, if you created an account at checkout, in My Account.
Because the products are digital and made available immediately, the standard 14-day right of withdrawal under UK consumer law does not apply once the download has begun, provided you agreed to this before paying, in line with regulation 37 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
How you give this consent. Before you can place an order, the checkout shows a separate checkbox, which is never ticked in advance: “I understand that by purchasing digital goods and requesting immediate delivery, I waive my statutory right of withdrawal once delivery begins.” The order cannot be placed until you tick it. When you place the order, this text is recorded in your order together with the date and time you gave your consent.
Your confirmation. The order confirmation page shows your order details and this consent with its date and time; if you have an account, the same order page stays in My Account > Orders. You can view, print or save that page at any time. If you would like this record by email as well, write to info@pack-nix.com and we will send it to you.
If you have not started any download from an order yet, you can still cancel it within 14 days of purchase for a full refund by writing to info@pack-nix.com.
2. When refunds are available
Faulty, misdescribed or undelivered files — your statutory rights. Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose and as described. If it is not, you are entitled to a repair or replacement and, where that is not possible or is not done within a reasonable time and without significant inconvenience to you, to a price reduction or a refund. These remedies are your legal right, not a decision at our discretion, and the 30-day window below does not limit them. They apply in particular where:
- Defective file — the file is corrupted, incomplete, or fails to open in the format documented on the product page.
- Material misdescription — the downloaded file materially differs from what was described on the product page (e.g. wrong format set, wrong number of icons, missing variants).
- Files not delivered — the files were not made available to you after payment, or not by the date you agreed to (see Section 9.6 of our Terms of Use).
Refund window: 30 days from the date of purchase. On top of your statutory rights, we voluntarily refund within 30 days of purchase in this situation:
- Duplicate purchase — you accidentally bought the same item twice within a short window.
Unauthorised charge — if a charge was made without your authorisation, contact us and your card issuer. This is not limited by the 30-day window.
3. When refunds are not available
Outside the situations in Section 2, refunds are not generally issued for:
- change of mind after the download has begun;
- the file having already been successfully downloaded and used;
- compatibility issues with software we do not list as supported;
- failure to read the licence terms (see License Agreement);
- voluntary refund requests made more than 30 days after purchase.
These exclusions do not apply to faulty, misdescribed or undelivered files: the statutory remedies in Section 2 stay available after 30 days and after the files have been downloaded.
4. How to request a refund
Send an email to info@pack-nix.com with:
- your order number;
- the email address used for the order;
- a short description of the problem;
- where relevant, screenshots or sample files showing the issue.
We aim to respond within 3–5 business days. Once a refund is approved, we initiate it within 5 business days. The refund goes back to the original payment method — the card used for the order. We do not deduct any processing, administrative or other fees from refunds. Your card issuer usually shows the refund on your statement within 5–10 business days after we initiate it; if your card is held in a currency other than the one you paid in, the amount credited may differ slightly because of your issuer’s exchange rate.
5. Replacements
In many cases the fastest fix is a replacement file rather than a refund — for example a re-export in a different SVG flavour, or a corrected colour variant. We will offer a replacement first where it solves the issue.
6. Chargebacks
If something is wrong with an order, we encourage you to contact us first at info@pack-nix.com — most problems are solved faster directly with us. Contacting us first is not required: you can raise a chargeback or payment dispute directly with your card issuer, and nothing in our Terms of Use or our Refund and Return Policy limits that right. We do not charge you any fee or penalty for raising a chargeback or payment dispute. If a chargeback is raised, we may give your card issuer the order and download records relevant to it. Fraudulent chargebacks may be reported to the relevant authorities.
7. Statutory rights
Nothing in this policy excludes or limits any rights you may have under mandatory consumer-protection legislation in your country of residence.
8. Contact
PROMPTIX LTD Studio No. 19, 138 Marylebone Road, London, England, NW1 5PH Company number: 17078610 info@pack-nix.com · +447700183114
