The short version
- Your certificate is personalised digital content, created the moment your payment is confirmed.
- Before you pay, you tick a box asking us to start straight away and acknowledging that you lose your 14-day right to cancel once we do. That box is never ticked for you.
- Once your certificate has been created, you can't cancel just because you've changed your mind.
- If it's faulty, not as described, or never arrives, you're still protected: we'll fix it, replace it or refund you.
Your 14-day right to cancel
Under the Consumer Contracts Regulations 2013 you normally have 14 days to cancel an online purchase. For digital content that isn't on a physical item, that right ends once supply begins — but only if you've expressly asked for supply to start during the 14 days and acknowledged that you'll lose the right.
At checkout, you must tick this box (it starts unticked) before you can pay:
“I ask you to create and supply my personalised certificate immediately, within the 14-day cancellation period, and I acknowledge that I will lose my right to cancel once supply begins.”
If your payment is confirmed but your certificate hasn't been created yet, you can still cancel and we'll refund you in full.
Your confirmation
After payment, we email you an order confirmation to keep. It includes your order details, your certificate number and a record that you gave the consent and acknowledgement above.
Faulty, misdescribed or missing certificates
Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose and as described. If your certificate isn't — for example, the PDF won't open, is corrupted, doesn't match what you typed, or never arrives — tell us and we'll:
- fix it or send a replacement, free of charge; or
- if we can't do that within a reasonable time, refund you (in full where the content is unusable).
Nothing in this policy affects your statutory rights.
Typos
- Our mistake (the certificate doesn't match what you typed): we'll reissue it free, any time.
- Your typo: as a goodwill gesture, email us within 30 days with your certificate number and the correct spelling, and we'll reissue it once, free of charge.
Accidental duplicate orders
If you accidentally buy the same certificate twice, tell us within 30 days and we'll refund the duplicate.
How to ask for a refund or reissue
Email info@openabox.biz with your certificate number (bottom right of your PDF), the email address you used to order, and what went wrong. Our full business details are in our Terms.
How refunds are paid
Refunds go back to your original payment method via Stripe, within 14 days of us agreeing you're entitled to one. Your bank may take a few extra days to show it.
For independent advice about your rights, contact Citizens Advice (citizensadvice.org.uk). See also our Terms of Sale.