Getting your money back.

01THE POLICY

There is no form and no approval step. Include the email address you bought with, or the order reference from your receipt, and that is enough to find it.

This covers both things sold here: a font you made yourself and paid to download, and a typeface bought from the shop. The second one needs no account, so the receipt is the only thing we can find it by — keep it, or tell us the address you paid with.

02WHY THIS IS MORE THAN THE LAW REQUIRES

Font files are digital content, delivered the moment you press download. Under the Consumer Contracts Regulations 2013 the 14-day right to cancel is lost as soon as that download begins, and at checkout you agree to exactly that — it is set out in clause 7 of the terms.

We do not think that is a good reason to keep £12, or £6 for a typeface from the shop, from somebody who is not happy, so the 30 days above is offered on top of it, as a matter of policy rather than obligation. It does not replace your statutory rights and it does not shorten them.

03IF SOMETHING IS ACTUALLY WRONG

The 30-day policy is for changing your mind. If the thing you bought is faulty — the files will not install, the download is corrupt, the font is not what the page described — then the Consumer Rights Act 2015 applies instead, and it is stronger. You are entitled to a repair, a replacement or your money back, and that right is not limited to 30 days.

In practice, tell us what happened. Most faults are ours and most are fixable in an afternoon; you can have the fix or the refund, whichever you would rather.

04HOW THE MONEY COMES BACK

Polar Software Inc. is the merchant of record and processes the refund, so it returns to the card or account you paid with, and any VAT or sales tax charged comes back with it. We cannot send it anywhere else — that is a rule of how the payment was taken, not a preference.

• 01We approve it the day we read your email, or as near to that as a one-person operation manages.
• 02Your bank then takes its own time — usually 5 to 10 working days.
• 03You keep any files you already downloaded. We do not have a way to take them back, and we would not use one.
• 04The licence on your account is removed, so the font goes back to being unpaid. Buy it again later and nothing is lost.

05BEFORE YOU FILE A CHARGEBACK

Please email first. A chargeback takes months, costs us a fee on top of the refund, and gets you your money no faster than asking does. If something has gone wrong — you paid and no licence appeared, most likely — that is a bug on our side and we want to know about it, because it is probably happening to someone else too.

The name on your statement will be Polar Software Inc. rather than Pothooks. That is not a fraudulent charge; it is the merchant of record, and it is worth checking before you report one.

06DISPUTES

If we cannot sort it out between us, you can take it further: the courts of England and Wales, or — if you are in the EU — the courts where you live. We would much rather answer the email.