Last updated: August 19, 2026
At Pure Little Glitty, we want you to feel confident when purchasing from our shop. This Refund & Returns Policy explains how refunds, returns, cancellations, and order issues are handled for both digital and physical products.
Nothing in this policy affects any consumer rights that cannot legally be excluded or restricted under the laws applicable to your purchase.
1. Digital Products
Pure Little Glitty offers digital products such as Procreate brushes, digital artwork, printable files, coloring pages, templates, and other downloadable content.
Digital products are non-refundable.
Because digital products are delivered electronically and cannot be physically returned, we do not offer refunds, returns, or exchanges for digital products after the product has been made available for download or access.
This includes refunds requested because:
- you changed your mind;
- you no longer want the product;
- you purchased the wrong product;
- you purchased the product by mistake;
- you do not know how to use the product;
- you are unable to use the product because of software, device, or compatibility issues that were disclosed in the product description; or
- you have already downloaded or accessed the product.
Please carefully read the product description and check the included files, compatibility information, and product previews before purchasing.
Faulty or Incorrect Digital Products
If you experience a genuine technical problem with a digital product, receive a corrupted file, are unable to access the files you purchased, or receive a product that is materially different from its description, please contact us.
We will review the issue and, where appropriate, provide a corrected or replacement file or another remedy required by applicable law.
Your statutory consumer rights regarding faulty or non-conforming digital content are not affected by this policy. (GOV.UK)
Immediate Digital Delivery
Where required by applicable law, customers purchasing digital content may be asked at checkout to expressly agree to immediate delivery and acknowledge that they may lose their statutory right to cancel once the digital content is supplied.
For example, UK and EU rules provide specific requirements for immediate digital delivery and the loss of the withdrawal right. (EUR-Lex)
2. Physical Products
Pure Little Glitty may also offer physical products, including artwork, accessories, bags, home goods, and other physical merchandise.
Returns and cancellations for physical products are handled differently from digital products.
Where applicable law gives you a right to cancel an online purchase, you may exercise that right within the applicable legal cancellation period.
For eligible EU distance purchases, this can generally include a 14-day withdrawal period, subject to applicable exceptions. (EUR-Lex)
Personalised or Custom Products
Some physical products may be personalised or produced according to information or specifications provided by the customer.
Where permitted by applicable law, personalised or custom-made products may be excluded from cancellation or return rights simply because the customer has changed their mind.
This does not affect your rights if the product is defective, damaged, incorrect, or does not conform to the order.
3. Damaged, Defective, or Incorrect Physical Products
If your physical order arrives:
- damaged;
- defective;
- incorrect; or
- materially different from what was advertised,
please contact us as soon as possible.
Please provide:
- your order number;
- the email address used for the purchase;
- a description of the problem; and
- photographs of the product and packaging where relevant.
Depending on the circumstances and applicable law, we may offer a replacement, repair, refund, or another appropriate remedy.
Customers retain their statutory rights regarding faulty or non-conforming products. (GOV.UK)
4. Change-of-Mind Returns
For eligible physical products purchased online, customers may have a statutory right to cancel their purchase within the applicable legal cancellation period.
If you wish to exercise a cancellation or return right, please contact us before sending the product back so that we can provide the appropriate return instructions.
Products being returned because of a change of mind should generally be returned in accordance with the applicable legal requirements and in suitable condition.
Some products may be excluded from cancellation rights under applicable law, including certain personalised or custom-made products. (EUR-Lex)
5. Refunds
If a refund is approved, it will normally be issued to the original payment method used for the purchase.
The time required for the refund to appear in your account may depend on your bank, card provider, PayPal, or other payment provider.
Where a refund is required by applicable law, we will process it within the applicable legal timeframe.
6. Shipping Costs
For physical products, shipping costs associated with returns or cancellations will be handled in accordance with applicable consumer law.
Where a customer exercises a legal right to cancel an eligible online purchase because they have changed their mind, applicable law may limit the refund of delivery charges to the cost of the cheapest standard delivery option offered.
Additional charges paid for an upgraded delivery method may not be refundable where permitted by law.
If an item is returned because it is defective, damaged, incorrect, or otherwise does not conform to the order, applicable return and shipping costs will be handled in accordance with applicable law.
7. Cancelling an Order Before Shipment
If you need to cancel a physical product order, please contact us as soon as possible.
We will make reasonable efforts to accommodate cancellation requests made before an order has entered production or been shipped.
However, once an order has entered production or has been shipped, cancellation may no longer be possible except where required by applicable law.
For personalised products, cancellation may also be restricted once production has begun, where permitted by law.
8. Incorrect Shipping Information
Customers are responsible for providing accurate shipping and contact information when placing an order.
If an order cannot be delivered because an incorrect or incomplete address was provided, please contact us.
Additional shipping costs may apply if the order needs to be reshipped, where permitted by applicable law.
9. Lost or Delayed Packages
Shipping times displayed on our website are estimates and may vary depending on the destination, shipping provider, customs processing, weather, holidays, or other circumstances outside our control.
If your package appears to be delayed or lost, please contact us with your order number so that we can review the available tracking information and determine the appropriate next step.
10. How to Request Help With an Order
If you need assistance with an order, please contact us through our Contact page: https://purelittleglitty.com/contact/
Please include:
- Your name
- Order number
- Email address used for the order
- Product name
- Description of the issue
- Photos or other supporting information, if applicable
We will review your request and respond as soon as reasonably possible.
11. Consumer Rights
This Refund & Returns Policy does not remove or restrict any mandatory consumer rights that apply to you under the laws of your country or region.
If applicable law provides you with rights that are more favourable than the terms stated in this policy, those legal rights will continue to apply.