Digital downloads are a little different from physical goods: once a file leaves our servers, it can't really be "returned." Instead of shrugging at that, we've built a policy designed to keep you happy without the awkwardness of arguing over a refund.
If something isn't right with your download, we'll replace the file or add credit to your account, your choice.
How we make it right
Replacement
If a file is defective, corrupt, mislabeled, or doesn't work with the machine or software described on the product page, we'll fix or replace it. You keep your original purchase, we send a working version, and you carry on crafting.
Account credit
If a replacement doesn't solve the issue, or if you'd simply prefer something else, we'll add credit to your account equal to what you paid. That credit works like cash on HKCMarket and never expires. Use it for any other file, any time.
When we make it right
We apply the replace-or-credit promise in situations like:
- The file is corrupt or won't open in the listed software
- The file doesn't match its description (wrong design, wrong formats, wrong dimensions)
- You accidentally purchased the same file twice within 30 days
- You purchased something within the past 7 days, haven't downloaded it, and changed your mind
And if your situation isn't on that list but still feels off, email us anyway. We read every message and decide based on what's fair, not what's convenient for us.
Why credit instead of cash refunds?
Two reasons, both honest:
- Digital files can't be "given back." Once downloaded, the file exists on your device. Refunding the purchase price without recovering the item doesn't fit with how ownership works for digital goods.
- Credit is more useful anyway.If a file wasn't right for you, there's almost certainly another one on the site that is. Credit keeps you connected to the catalog you came here for.
Credit never expires, applies to anything on HKCMarket, and stacks with promotions. It's a genuine alternative, not a consolation prize.
How to request replacement or credit
- Email hello@hkcmarket.com from the email tied to your purchase.
- Include your order number (on your email receipt) or the file title.
- Tell us what happened and whether you'd prefer a replacement or credit.
We respond within 2 business days. Credit is applied instantly; replacement files are delivered via a fresh download link to your account.
Subscriptions and points packs
When subscription billing launches: you can cancel anytime from your account, and future charges stop immediately. We credit your account for the current month only if you haven't downloaded anything during that billing period.
Point packs are final sale once purchased, since points can be redeemed immediately. Unused points remain in your account and never expire; you always get the value you paid for.
Chargebacks
If something goes wrong, please contact us first. We'll almost always resolve it faster and more generously than a bank chargeback will. Initiating a chargeback without contacting us may result in account suspension pending resolution.
Questions
Anything unclear? Email us. A real person will answer, and we'll make it right.