Last updated: January 1, 2025 · Aurex Studios / The Kreationz Shop LLC
Effective Date: January 1, 2025 | Operated by The Kreationz Shop LLC (Aurex Studios)
Every Aurex Studios design is a custom, handcrafted digital product created exclusively for you. We begin work the moment payment is received. This page explains our no-refund policy transparently — and the strong protections we put in place so you never need one.
We want to be completely honest with you about why we cannot offer refunds, because we believe you deserve a clear explanation — not just a policy statement.
Unlike a physical product that can be returned and resold, every design we create is built specifically for you — with your loved one's name, dates, photos, and story. Once created, it has no value to anyone else. We can't "restock" a design made for your family.
We respond within 5 minutes and begin designing as quickly as possible — because our customers often need their memorial programs urgently. By the time most customers even think about a refund, significant design work has already been completed.
Once a digital file is delivered to your inbox, it cannot be "returned" in any meaningful way. Unlike a physical product, a PDF can be kept and used even after a refund is requested. Our no-refund policy protects the integrity of our work.
Behind every design is a real person investing time, skill, and care into your order. A refund after work has begun means our designer worked for free. We believe skilled creative work deserves to be compensated fairly.
We understand grief and urgency. We serve families during some of the hardest moments of their lives. Our no-refund policy is not about being rigid — it's about being honest about the nature of custom digital work so there are no surprises.
Because all sales are final, we go to great lengths to make sure you are fully informed and confident before you complete your purchase. These are the protections we build into every order:
While all sales are final, we do recognize a very narrow set of circumstances where we will work with you on a resolution:
What does not qualify for a refund: Change of mind after purchase, dissatisfaction with a design that was approved by you, errors in content that you provided and approved, delays caused by late submission of required photos or information, or a decision not to proceed with the event (such as a service being cancelled).
We ask that before initiating any chargeback or payment dispute with your bank or card provider, you contact us directly at hello@aurexstudios.com. We respond within 5 minutes and will work quickly to resolve any genuine concern.
Initiating a chargeback without first contacting us — particularly after receiving and approving your design — constitutes fraudulent behavior. We maintain thorough records of all communications, design previews, approvals, and file deliveries, and will provide this documentation to payment processors and Stripe in the event of a dispute.
We are a small business. We serve families in difficult moments and we care deeply about every order. Please reach out to us first — we will always do our best to make things right.
If you have any questions about this policy, or if something has gone wrong with your order, please contact us right away. We are here and we respond fast.
By placing an order with Aurex Studios, you confirm that you have read, understood, and agreed to this Refund Policy.