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Complaints Policy

Complaints Policy

This Complaints Policy explains how customers may raise a complaint about our website, digital products, orders, payments, or customer service. It is intended to provide a fair, transparent, and timely process for resolving concerns.

This website is operated by RADISANA LTD, Reg.NR HE495897, Charilaou Michail 14, Egkomi, 2408, Nicosia, Cyprus (Company).

1. Who May Make a Complaint

You may make a complaint if you are a customer, account holder, or prospective customer who has directly used our website or purchased, or attempted to purchase, one of our digital products.

A complaint may be submitted by an authorised representative on your behalf, provided that we can reasonably verify their authority to act for you.

2. Matters Covered by This Policy

We will consider complaints relating to:

  • access to, delivery of, or technical issues with purchased digital coloring pages or printable downloads;
  • a file that is defective, corrupted, incomplete, or materially different from its product description;
  • duplicate charges, payment concerns, or an order placed in error;
  • the handling of a refund, replacement, or download-access request;
  • the conduct or quality of our customer support; and
  • other concerns directly connected with our website or services.

3. Matters We May Not Be Able to Resolve

Our products are digital downloads supplied for personal use. We may be unable to uphold a complaint where the issue results from:

  • a change of mind after access to a digital product has been granted;
  • ordering the wrong product where the product information was clear before purchase;
  • lack of compatible software, hardware, printer access, internet connection, or sufficient device storage;
  • unauthorised sharing, alteration, commercial use, or other use contrary to our Terms & Conditions; or
  • circumstances outside our reasonable control.

These limitations do not affect any rights you may have under applicable law.

4. How to Submit a Complaint

Please send your complaint to support@fidelart.com. To help us investigate promptly, please include:

  • your full name and the email address used for your order or account;
  • your order number, if applicable;
  • a clear description of the issue and the outcome you are seeking;
  • the date on which the issue occurred; and
  • any relevant supporting information, such as screenshots, error messages, or payment references.

Please submit your complaint as soon as reasonably possible after becoming aware of the issue. We may ask for additional information where this is necessary to verify and assess the complaint.

5. Our Response Times

  • We aim to acknowledge receipt of your complaint within 2 business days.
  • We aim to provide a final written response within 10 business days after receiving all information reasonably required to investigate it.
  • If a matter is unusually complex or requires input from a payment provider or another relevant third party, we may need more time. In that event, we will update you on the progress of your complaint and aim to provide a final response within 20 business days.

6. Assessment and Possible Outcomes

We will assess complaints fairly, in good faith, and with regard to the product description, order information, our Terms & Conditions, Delivery and Returns policy, and applicable law.

Depending on the circumstances, an appropriate outcome may include technical assistance, restored download access, a replacement file, correction of an order or billing error, a refund where appropriate, an explanation of our decision, or another reasonable remedy.

Our decision will be communicated to you in writing and will explain the outcome and the reasons for it.

7. Appeal or Further Review

If you do not agree with our final decision, you may request a further review by replying to our final response within 14 calendar days. Please explain why you believe the decision should be reconsidered and provide any new relevant information.

Your appeal will be reviewed by a person with appropriate authority who was not primarily responsible for the initial decision, where reasonably practicable. We aim to provide the outcome of the appeal within 10 business days. If additional time is required, we will let you know.

Nothing in this policy prevents you from pursuing any rights or remedies available to you under applicable law.

8. Contact Information

For complaints, questions about this policy, or assistance with an order, please contact us at support@fidelart.com.