Refund & Returns Policy

Last updated: October 22, 2026

We want you to love your ClapCraft order. Because many of our products are digital or made just for you, our refund rules depend on the type of product. If something isn't right, email hello@clapcraft.com and we'll do our best to help.

1. Digital downloads (charts, editable PDFs, templates, digital notebooks)
• Because digital files can't be "returned," digital downloads are non-refundable once they have been delivered (made available for download).
• Exceptions: if a file is defective, corrupted, won't open, or isn't what was described, contact us within 14 days (2 weeks) of delivery. We'll send a corrected file or, if we can't fix it, give a full refund.
• If you accidentally bought the same item twice, let us know within 14 days and we'll refund the duplicate.

2. Personalized and custom family tree art
• Before you approve your proof, you can cancel your order for a full refund if design work has not started. Once design work has started, you'll receive a partial refund: the order price minus a 30% design fee.
• Once you approve the proof, custom items are non-refundable, because they're made specifically for you.
• If there's a mistake that we made (something different from the details you sent and approved), we'll fix it and send a corrected file or reprint at no cost.

3. Physical prints and the Family History Notebook
• Non-personalized physical items: you may return unused items in original condition within 14 days of delivery for a refund of the item price. Return shipping is paid by the customer unless the item is defective. Contact us first for return instructions.
• Personalized prints: not returnable unless damaged or defective (see below).

4. Damaged, defective or lost items
• If your print or notebook arrives damaged or defective, email us within 14 days (2 weeks) of delivery with your order number and photos of the item and packaging. We'll send a free replacement (or a refund if a replacement isn't possible). You won't need to return the damaged item unless we ask.
• If your parcel appears to be lost, please see our Shipping Policy. We'll work with the carrier and send a replacement or refund once the parcel is confirmed lost.

5. Gift certificates
Gift certificates are non-refundable but never expire. See our Terms of Service.

6. How refunds are paid
Approved refunds go back to your original payment method within 5–10 business days of approval. Your bank may take a few more days to show it. Original shipping charges are refundable only if the problem was our error or the item was damaged.

7. Your legal rights
This policy does not limit any rights you have under the Ontario Consumer Protection Act, 2002 or other consumer laws that apply to you (for example, if goods are not as described or not delivered).

8. Contact
Email hello@clapcraft.com with your order number. We usually reply within 2 business days.