Refund Policy

Refund Policy

Last updated: 29 October 2026

Sent From The North Pole sells personalised digital letter packs. Nothing is posted in the mail. Your purchase is a digital download you receive by email after checkout.

No refunds once downloaded

Because our products are digital files you can open and keep straight away, we cannot offer a refund once your download link has been used or the files have been saved to your device. Please check the product page carefully before you buy, including age guidance and what is included in the pack.

Faulty or missing files

If a file is damaged, will not open, or something is missing from your download, please email us at sftnp365@gmail.com with your order number. We will fix the problem or replace the file for you at no extra cost. We aim to reply within two business days.

Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. If a product has a major failure, you may be entitled to a refund or other remedy. If the failure is minor, we may choose to repair or replace the product.

How to contact us

Questions about a download or this policy? Email sftnp365@gmail.com and we will help you sort it out.