Refund and Returns Policy

Last updated: August 2026

At SmilelineCo, we sell digital products such as printable planner inserts, templates, and other downloadable resources.

Because our products are delivered digitally, there are no physical items to return. We therefore generally do not accept returns or provide refunds for products that have been successfully delivered, downloaded, or accessed.

However, we want you to have a fair and straightforward experience when purchasing from us. If something goes wrong with your order or the digital product you received, please contact us and we will do our best to resolve the issue.

1. Digital Products Only

All products sold through SmilelineCo are digital products unless a product listing specifically states otherwise.

No physical product will be shipped.

Before purchasing, please carefully review the product listing, including:

  • Product description
  • Preview images
  • File format
  • Page sizes included
  • Number of pages or inserts included
  • Any other product specifications

Our products may include formats such as PDF or other digital formats clearly identified on the relevant product page.

2. General Refund Policy

Because digital products can be accessed, downloaded, and saved immediately after purchase, we generally do not offer refunds simply because you change your mind after purchasing or downloading a product.

This may include situations where:

  • You purchased the wrong product
  • You no longer need the product
  • You changed your mind after purchase
  • You purchased a product by mistake
  • You did not realize the product was digital
  • You did not review the product description before purchasing
  • You purchased a size or format that does not meet your needs
  • You did not apply an available discount code before completing checkout

We make reasonable efforts to clearly identify our products as digital downloads throughout the shopping and checkout experience.

However, nothing in this policy is intended to exclude or limit any consumer rights or legal remedies that cannot legally be excluded under the laws applicable to your purchase.

3. When We Can Help

Please contact us if you experience a genuine problem with your order or purchased product.

Examples include:

File Not Received

You completed a purchase but did not receive the expected download information.

Before contacting us, please check your spam, junk, promotions, or other filtered email folders.

Download Link Not Working

Your download link does not work or you are unable to access the purchased file.

If your download access has expired, please contact us and we will make reasonable efforts to help you access a valid copy of your purchase where appropriate.

Corrupted or Unreadable File

A file is corrupted, incomplete, or cannot reasonably be opened using compatible software.

Incorrect File Delivered

You received a different product or file from the one you purchased.

Confirmed Technical Problem

A verified technical problem on our side prevents you from reasonably accessing or using the purchased digital product as described.

4. How We Resolve Product Issues

If you contact us about a technical or delivery problem, we may first ask for information that helps us understand and verify the issue.

Depending on the circumstances, we may:

  • Re-send your download link
  • Provide a replacement file
  • Correct or replace a defective file
  • Provide an updated version where appropriate
  • Offer another reasonable solution
  • Provide a refund or other remedy where required by applicable law or where appropriate in the circumstances

Our goal is to resolve genuine product or delivery problems fairly and efficiently.

5. Support Window

For the fastest assistance, we encourage you to contact us within 7 days of purchase if you experience a problem with your order or files.

This 7-day period is intended to help us provide efficient customer support and does not limit any mandatory consumer rights or legal remedies that may apply to you under applicable law.

If you discover a problem after 7 days, you may still contact us. We will consider the circumstances and determine what assistance may reasonably be available.

6. Compatibility and Printing Issues

Before purchasing, please make sure your device and software can open the applicable file format.

For PDF products, we generally recommend using a current version of a reputable PDF reader, such as Adobe Acrobat Reader.

We are unable to guarantee that our files will work perfectly with every:

  • Device
  • Operating system
  • PDF reader
  • Printer
  • Browser
  • Printing application
  • Paper type
  • Printer setting

Printed colors and results may also vary depending on your monitor, printer, ink, paper, and printer settings.

If a file itself is functioning correctly but you experience a problem caused by your personal device, software, printer, or settings, we may not be able to provide a refund.

However, you are welcome to contact us and we will do our best to help troubleshoot the issue.

7. Download Availability

Download links for SmilelineCo purchases may remain available for 180 days from the date of purchase, unless otherwise stated on the relevant product page or order information.

We recommend downloading and securely saving your purchased files soon after purchase.

If you are unable to access a purchase after the download period has expired, please contact us. We will make reasonable efforts to assist where possible.

8. Discount Codes and Promotions

Discount codes must be successfully applied during checkout before an order is completed.

We generally cannot apply discount codes retroactively or refund the difference after a purchase has been completed.

If a promotion has specific terms, those terms will apply to the promotion.

9. Consumer Rights

Nothing in this Refund and Returns Policy is intended to exclude, restrict, or override any mandatory consumer rights or legal protections that apply to you.

Depending on where you live, you may have legal rights concerning digital content that is faulty, not as described, or does not conform to applicable legal requirements.

For example, certain consumer protection laws may provide rights to repair, replacement, price reduction, termination, or refund when digital content does not meet required standards.

If you are located in the European Union, specific rules may also apply to the right of withdrawal for online digital content. In certain circumstances, the right of withdrawal may be lost once digital content begins to be supplied, provided the applicable legal requirements for consent and acknowledgement have been met.

Your statutory rights depend on the laws applicable to your particular purchase and circumstances.

10. Fraudulent Transactions and Chargebacks

We take payment fraud and unauthorized transactions seriously.

If we identify evidence of fraud, payment abuse, unauthorized use, or fraudulent chargeback activity, we may take reasonable steps to protect our business, including:

  • Investigating the transaction
  • Providing relevant transaction information to payment providers where appropriate
  • Restricting or refusing future purchases
  • Taking other lawful measures available to us

Nothing in this section limits any rights you may have to dispute an unauthorized transaction through your payment provider.

11. Refund Processing

Where a refund is approved or legally required, we will generally issue the refund using the original payment method where reasonably possible.

The time it takes for the refund to appear in your account may depend on your payment provider, bank, or card issuer.

If a different remedy is legally required under applicable law, we will follow the applicable requirements.

12. Before You Buy

To help avoid misunderstandings, we recommend that you:

  • Read the complete product description
  • Review all product preview images
  • Confirm the included page sizes
  • Confirm the file format
  • Confirm the number of pages or inserts included
  • Make sure your device can open the applicable file format
  • Make sure you have access to a suitable printer if you intend to print the product
  • Confirm that you understand you are purchasing a digital product and not a physical item
  • Contact us before purchasing if you have any questions

We are happy to help clarify product details before you place an order.

13. Contact Us

If you have a question about a purchase, download, file, or potential refund, please contact us through our Contact page or email us at:

Email: hello@smilelineco.com

Please include, where possible:

  • Your order number
  • The email address used for the purchase
  • The product name
  • A brief description of the issue
  • Any relevant screenshots or error messages

We aim to respond within 1–3 business days.

14. Changes to This Policy

We may update this Refund and Returns Policy from time to time to reflect changes to our products, business practices, payment systems, or applicable legal requirements.

When we make changes, we will update the “Last updated” date at the top of this page.

We encourage you to review this policy before making a purchase.