I From payment to download
- You payBy card, Apple Pay or Google Pay on our payment provider’s page. The receipt comes by email from the payment provider, and you land on your personal order page. Keep that link.
- Within 24 hoursWe compile the packs for your licence and email the download links to the address you gave at checkout. Your order page shows the stage until then.
- 30 daysThe links stay valid for 30 days from the day they are sent. Download the files and keep your own copy.
- LaterLinks expired or files lost? Write to us with your order reference and we send fresh links.
Nothing after 24 hours? Check your spam folder, then write to kontakt@complexmontage.pl.
II Can I change my mind?
When you shop online as a consumer, you can usually cancel within 14 days without a reason. Downloads are the exception: once we have started supplying the files with your agreement, that 14-day right ends. The same applies if you buy as a sole trader and the purchase is not part of your professional speciality.
That agreement is the box you tick at checkout. It says:
“I ask Complex Montage to start supplying the digital content before the 14-day withdrawal period ends, and I acknowledge that I lose my right of withdrawal once supply has begun.”
Supply begins when we send the download links, and the delivery email confirms the consent you gave. So:
- Before the links are sent, you can still cancel for a full refund (see section 4).
- After the links are sent, a purchase cannot be cancelled because you changed your mind.
- Either way, ticking the box never takes away your right to files that work as described (section 3).
III A file is broken, missing or not as described
If a file will not open, is missing from the pack, or does not match the pack page (sizes, formats, software), email kontakt@complexmontage.pl with:
- your order reference, shown on your order page;
- the pack and the file name;
- the software and version you opened it with, and what happens (a screenshot helps).
We reply within 14 days. We replace the file or send a corrected version. If we cannot put it right, you get a price reduction or your money back. For consumers these are statutory rights, and they apply for two years from delivery.
IV Bought the wrong pack?
Write to us before the download links are delivered, quoting your order reference. We cancel the order and refund you in full, and you can then place the order you meant. This works for companies too.
Once the links have been sent, the order cannot be swapped or refunded for a wrong choice. A missing extra, such as an extra brand seat or the Agency licence, can still be added to your kit as a new order.
V How refunds are paid
Refunds go back to the payment method you used, through our payment provider, within 14 days of our agreeing to the refund or receiving your withdrawal. We charge no fees for a refund. How soon the money appears on your statement depends on your bank or card issuer.
VI The full rules
This page is a plain-language summary. The binding rules on delivery, withdrawal, complaints and liability are in sections 6, 8 and 9 of the Terms & Conditions. What you may do with the files is explained in the licence in plain words.