Refund policy

Last updated: 5 November 2026

1 Digital patterns and Club membership

This policy covers separately purchased digital patterns and Hooh.la Club membership. No physical products are shipped, so postal returns and return postage do not apply.

2) Delivery & access

For separately purchased digital patterns, download links are emailed after purchase and may also appear on the order confirmation or thank-you page.

You can access your files via:

• Order confirmation (thank-you) page right after checkout (look for a download link/button)

• Order confirmation email sent to the email used at checkout

• Customer account (if you created one): Account → Orders → open the order → downloads

If you can’t access your files, email iryna@hooh.la with:

• your order number

• the email used at checkout
  We will help you access the files (including re-sending links if needed).

Club membership provides access to included files through the relevant design pages while membership is active. Sign in using the email address used for your membership purchase. If you cannot access a Club file, email iryna@hooh.la with your membership email address and the name of the design.

3 EU consumers and the right of withdrawal

Unless a lawful exception applies, EU consumers have 14 days from conclusion of the contract to withdraw without giving a reason. This period may be extended where required by law.

To exercise an applicable right of withdrawal, send a clear statement to iryna@hooh.la before the withdrawal period ends. Include enough information to identify your purchase or membership. You may use the model form below, but it is not compulsory.

Digital content supplied immediately

For paid digital content not supplied on a physical medium, the right of withdrawal is lost only when supply begins after:

1. you expressly consented to supply beginning during the withdrawal period;
2. you acknowledged that this means losing your right of withdrawal; and
3. we provided the required confirmation of your consent and acknowledgement on a durable medium, such as email.

A download alone does not replace these requirements. If the requirements for a lawful exception have not been met, your statutory rights remain.

Club membership

Statutory withdrawal rights apply to Club membership except to the extent that a lawful exception has been established for the content or services supplied. A Club login or download alone is not proof that all withdrawal rights relating to the membership have been lost.

For any service element, starting the service does not by itself remove the right of withdrawal. The rules for withdrawal from services, including any legally permitted proportionate payment, apply only where their statutory conditions have been met.

Reimbursement

Where withdrawal requires reimbursement, we will reimburse you within 14 days of receiving your withdrawal notice, using the original payment method unless you expressly agree otherwise, without a reimbursement fee.

Model withdrawal form

To: Hooh.la Studio, Rua Alexandre Braga, 11, 3430-007 Carregal do Sal, Portugal; iryna@hooh.la

I/We hereby give notice that I/we withdraw from my/our contract for the following digital content or services:

Ordered on:

Order or membership reference:

Consumer name:

Consumer address:

Date:

Signature, only if sent on paper:

Delete as appropriate.

4) United States customers — online purchases

In the U.S., there is no general federal “cooling-off” right for purchases made entirely online. Refunds for online purchases are primarily governed by the seller’s stated policy, subject to applicable consumer protection laws.

5) Refunds & exchanges (digital downloads)

Refunds for separately purchased patterns

Outside applicable statutory rights, we do not normally provide change-of-mind refunds after a file has been accessed or downloaded. We may consider individual requests, including a purchase made by mistake before access or download, or a duplicate purchase.

If there is a technical problem or the content does not match what was agreed, the statutory rights described below remain available. These rights are not limited to resending a download link.

Exchanges

Digital files can’t be “returned” and exchanged like physical goods. If you want a different design, the fastest option is to place a new order. If you ordered the wrong item and have not accessed/downloaded the files, contact us promptly and we’ll review your request.

6) Non-returnable items

• Digital content for which the applicable right of withdrawal has lawfully been lost, subject to the conditions in section 3 and any other mandatory consumer rights.

• Custom-made/personalized products (if/when applicable).

6A Club cancellation and refund requests

Cancelling your membership stops future renewals. Your access and member benefits continue until the end of the paid period, as described in our Terms of Service.

Outside your statutory rights, unused membership time is not automatically refundable. We may consider individual refund requests at our discretion. Please email iryna@hooh.la with your membership email address and the reason for your request.

This does not limit your right to withdraw where applicable, or your remedies if paid content or services are faulty, unavailable or not supplied as agreed.

7) Technical issues (download help)

If you have trouble downloading or opening files:

• Check Spam/Promotions for the order email

• Try another browser/device

• Ensure you can open PDF files (or unzip a ZIP, if provided)

If it still doesn’t work, email iryna@hooh.la with your order number. We will help you access your purchase.

7A Faulty or unavailable content and services

If a file is faulty, does not match its description, or paid content or services are not supplied as agreed, contact iryna@hooh.la.

Your statutory remedies may include bringing the content or service into conformity, an appropriate price reduction, or termination and reimbursement where the legal conditions are met. These rights remain available even where a right of withdrawal has lawfully been lost.

8) Contact

Support & requests: iryna@hooh.la
(Please include your order number for fastest help.)