Last updated: 21 September 2026
Digital files, so nothing to return
Everything CanvasNexa sells is a digital download. There is no physical item to send back, so this policy explains when we refund instead.
When we will refund you
Email hello@canvasnexa.com with your order number and we will refund you in full if:
- the file is faulty, corrupted, or will not open;
- you received a different piece from the one you ordered;
- the artwork is materially different from how it was shown on the product page;
- you were charged twice, or charged the wrong amount;
- you bought the same piece twice by mistake.
Wherever we can, we would rather fix the problem first — sending a working file usually solves it faster than a refund. If it does not, you get your money back.
Changing your mind
Because a digital file cannot be returned once it has been downloaded, we cannot normally refund simply because you changed your mind after downloading.
If you have not downloaded the file yet, contact us within 14 days of your order and we will cancel it and refund you.
By completing your purchase and downloading your files, you expressly request immediate access to digital content and acknowledge that you waive your statutory 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. That waiver applies only once the download has begun. Your statutory rights where a file is faulty or not as described are unaffected and always apply.
How to ask for a refund
Email hello@canvasnexa.com with:
- your order number;
- the name of the piece;
- what went wrong — a screenshot helps if a file will not open.
We aim to reply within one working day and to review your case within 3–5 business days. Approved refunds go back to the original payment method and are processed within 5–10 business days; how quickly it then appears on your statement is up to your bank.
Bundles
Bundles are refunded as a whole. We cannot refund individual pieces from inside a bundle, but if one file in a set is faulty we will replace that file.
Questions
If you are unsure whether something is covered, just ask: hello@canvasnexa.com. We would rather sort it out than leave you with a file you cannot use.
Company details
SKMG GROUP LIMITED
Studio No. 11, 138 Marylebone Road, London, England, NW1 5PH
Registered in England and Wales, company number 16513211
Email: hello@canvasnexa.com
CanvasNexa is a trading name of SKMG GROUP LIMITED, which also operates img-market.com.