Refund and digital delivery policy

1. How delivery works

Everything we sell is a downloadable digital file. Nothing is posted. After your payment is confirmed and our checkout checks pass, the purchased release appears in your library and we email an order confirmation to the address you used at checkout.

• Order and library emails contain a one-time sign-in link that expires after 15 minutes. You can request a new sign-in link at any time from the website.
• Download links created in your library are short-lived for security. While your purchase is active you can create a new download link whenever you need one.
• A payment or security review can delay delivery. If a confirmed purchase does not appear, contact us.

2. Immediate access and your right to withdraw

Consumers who live in the United Kingdom, the European Union, Norway, Iceland, or Liechtenstein normally have 14 days, starting on the day after the contract is concluded, to withdraw without giving a reason. Consumers elsewhere, including in Switzerland, keep any cancellation or withdrawal right given by the mandatory law of the country where they live. At checkout, a separate box lets you expressly request immediate access and acknowledge that, where you have a statutory right to withdraw, you lose it once supply begins. That box is never ticked for you.

Ticking that box does not by itself end your right. The right ends only once supply of the files has actually begun after your request and acknowledgement and the other legal conditions are met; where EU law or the law of Norway, Iceland, or Liechtenstein requires it, these include our confirmation of the contract recording your request, which we send as your order confirmation. If supply is delayed, for example by a payment or security review, or the legal conditions are not met, you can still withdraw as described in our terms of sale. Your order confirmation records what you accepted.

3. How to withdraw

Use our online withdrawal function, Withdraw from contract, linked at the foot of every page. Enter your name, your order reference or another description of the purchase, and the email address where we should send your receipt. Review your declaration, then select “Confirm withdrawal”. You do not need to sign in, give a reason, or use the email address you bought with. We record the date and time you submit it, show you a receipt to download, and email you an acknowledgement. Recording a declaration does not decide whether the right applies to your purchase; we check that and reply.

You do not have to use the online function or this optional form: any clear statement that you are withdrawing is enough, and a message missing some of these details is still a valid withdrawal. Use the form only if your right to withdraw still applies. No signature is needed if you send it by email to [email protected].

• To: Trivomesh Limited, trading as Mesh & Moss, 61 Bridge Street, Kington, England, HR5 3DJ, [email protected]
• I/We give notice that I/we withdraw from my/our contract for the supply of the following digital content: [asset and release]
• Ordered on: [date]
• Order reference: [reference]
• Name of consumer(s): [name]
• Address of consumer(s), optional: [address]
• Email address used for the purchase: [email]
• Signature of consumer(s), only if this form is sent on paper
• Date: [date]

4. Faulty, missing, or misdescribed files

Losing the withdrawal right does not affect your rights if content is faulty, missing, or materially different from its description. Tell us as soon as you reasonably can; we do not apply a shorter reporting deadline than the law allows. The usual first step is a repair or replacement, for example a corrected file or a fresh download, provided within a reasonable time and without significant inconvenience to you.

If a repair or replacement is impossible, disproportionate, or not provided within a reasonable time and without significant inconvenience, you may be entitled to an appropriate price reduction, which can be up to the full price, or, where the law that protects you provides for it, to end the contract and receive a refund. The terms of sale set out these remedies and our responsibility for damage to your devices or other digital content.

5. Charges in error and goodwill requests

If you were charged more than the confirmed total, charged more than once for the same checkout, or charged for an order we did not accept, contact us. We refund the amount wrongly charged; this is a correction, not a goodwill decision. Contact us too if you see a payment you do not recognise.

If you accidentally bought a release you already own, or changed your mind after your right to withdraw ended, you can ask for a goodwill refund. We decide these requests individually and are not obliged to grant them. A goodwill decision never reduces your statutory rights.

6. How to ask

Email [email protected] and include:

• the order reference shown in your order confirmation;
• the email address used for the purchase;
• the asset and, for a problem, the affected file and what is wrong.

To withdraw, use the online withdrawal function or send any clear statement, as section 3 explains. A withdrawal needs no reason. We may ask for technical details to investigate a fault, and we may need to confirm you are the buyer before changing an order.

7. How refunds are paid

Refunds go back to the original payment method through our payment provider unless you expressly agree otherwise. We do not charge a refund fee.

• After a valid withdrawal, we reimburse you without undue delay and within 14 days of being told of your withdrawal.
• Under UK law, a refund or price reduction for faulty digital content, or a refund for content we had no right to supply, is made without undue delay and within 14 days of the day we agree that you are entitled to it.
• If the mandatory law of the country where you live sets a shorter or different period, we follow it.

Your bank or card issuer controls how long it takes for a refund to appear on your statement.

8. What happens to your access

When a purchase is fully refunded and the contract ends, the related license ends and the purchase is removed from your library. This cannot delete copies you already downloaded, but you must stop using them as the standard license explains. A partial refund or price reduction does not end your license.

9. Payment disputes

If you dispute a payment with your bank, please also contact us so we can help resolve it. While a dispute is open we may temporarily restrict download access for that purchase, as described in our terms of sale. We restore access if the dispute is resolved in favour of the purchase.

10. Your statutory rights

Nothing in this policy limits your statutory rights as a consumer, including mandatory rights under the law of the country where you habitually reside.