Last Updated: April 15, 2025

We at MitraPix (Mesh Creation) strive to ensure you are satisfied with our stock images and videos. Due to the digital nature of our products, we have specific policies regarding order cancellations and refunds. Please read this policy carefully to understand your rights and our obligations.

Order Cancellation

  • Digital Product Delivery: Once a purchase is completed on MitraPix, the digital content (image or video file) becomes immediately available for download. Because of this instant delivery, we generally cannot cancel or revoke an order after the purchase is confirmed. In other words, once you have gained access to the digital file, cancellation is not possible.
  • Pre-Download Cancellations: If you accidentally initiate a purchase and have not yet downloaded the file, please contact us immediately at [email protected]. If the content has not been accessed, we may, at our discretion, assist with canceling the order and issuing a refund. However, if the file download has been initiated, the order is considered final.

Refund Policy

We understand that exceptional circumstances can arise. While all sales are generally final, we will provide refunds in certain cases:

  • Duplicate Purchase: If you accidentally purchase the same item twice or were double-charged due to a payment processing error, we will refund the duplicate charge in full. Please notify us with your order details, and after verification, we will reverse the extra transaction.
  • File Issues: If the downloaded file is corrupted, damaged, or not as described, and we are unable to provide a working replacement promptly, we will issue a refund for that item. (Before a refund, we may attempt to fix the issue by supplying you with a corrected file or an alternative download method.)
  • Unauthorized Charge or Error: In the unlikely event that an incorrect amount is charged or a transaction you did not authorize is processed on your account, contact us immediately. We will investigate and coordinate with Razorpay to rectify any payment errors or fraudulent charges.
  • Subscription Cancellation: (This applies only if MitraPix offers subscription plans.) You may cancel a subscription plan at any time. If you cancel, you will not be billed for the next billing cycle. However, no refund will be provided for the current billing period — you will retain access to premium features or downloads until the end of the paid term, after which the subscription will stop. We do not offer pro-rated refunds for unused time in a subscription period.

Requesting a Refund

To request a refund, please email us at [email protected] with the following details: your account email, order ID or transaction reference, the item(s) in question, and a description of the issue. We may request additional information (such as screenshots of errors or the file in question) to process your request.

  • Timeframe: For the best chance of resolution, contact us within 7 days of your purchase if you encounter a problem. Refund requests made beyond a reasonable time from the purchase date will be harder to verify and may be declined.
  • Review Process: Once we receive your refund request, our support team will review the situation. We aim to respond to refund inquiries within 2 business days. If approved, we will initiate the refund through Razorpay.
  • Refund Method: Refunds, once approved, are processed via Razorpay back to the original payment method. For example, if you paid with a credit card, the refund will be credited to the same card. Please note that it may take 5-10 business days for the refunded amount to reflect in your account, depending on your bank or card issuer.

No Refund Circumstances

Refunds will generally not be issued in the following cases:

  • Change of Mind: You downloaded the digital product successfully and it matches the item description, but you no longer need or want it.
  • Incompatibility: The file is as described, but it’s not compatible with your software or intended use (please ensure file format and resolution meet your requirements before purchase). We provide file details on the product page for this reason.
  • Minor Color/Quality Variations: There might be slight differences in color or quality due to monitor calibration or compression. Minor issues that do not significantly affect the usability of the file will not qualify for refunds.
  • User Error: For example, deleting the file by mistake after download (you can usually re-download from your account) or not understanding how to use the file. We will assist you in re-accessing your purchase or guiding you, but not refund it.

Policy for Chargebacks

We encourage customers to contact us first to resolve any issue. If you initiate a chargeback or payment dispute with your bank without contacting us, we will consider the account associated with that purchase to be in violation of this Policy. We may suspend the account until the dispute is resolved. We keep records of download activity and correspondence to demonstrate delivery of digital goods. Legitimate refund requests to [email protected] are typically resolved quickly, making chargebacks unnecessary in most cases.

Contact and Support

Cancellation and refund requests are handled directly by Mesh Creation (operators of MitraPix). Please email [email protected] for prompt support. Provide as much detail as possible so we can assist you effectively. We aim to ensure that our customers are satisfied within the boundaries of this policy. If you are not certain about a file or have questions before purchasing, feel free to reach out to our support for clarification — we’re here to help you make the right choice.

This Cancellation & Refund Policy is designed to be fair to both our customers and the creators whose work we sell. By keeping digital sales largely final, we protect the value of our stock content. However, we will always make exceptions for genuine issues as outlined above. Mesh Creation reserves the right to amend this policy if necessary, in accordance with business or legal requirements. Any significant changes will be communicated on the MitraPix website.