Refund Policy

Refund & Cancellation Policy

Effective Date: September 9, 2026

Last Updated: September 9, 2026

Thank you for choosing DXFPORTAL (https://dxfportal.com). We take immense pride in delivering precision-engineered, production-ready vector cut files for CNC plasma, fiber laser, CO2 laser, waterjet, and CNC router tables.

Because our products are intangible, instantly delivered digital goods, our refund and return terms differ from physical merchandise stores. Please review this policy carefully prior to completing your purchase.

1. General Policy: All Sales Are Final

All digital downloads—including .DXF, .SVG, .AI, .CDR, and compressed .ZIP file packages—are provided via automated instant access immediately upon checkout confirmation.

Once download access is granted or digital assets have been retrieved, the transaction cannot be revoked, returned, or canceled. Therefore, all sales of digital cut files are strictly final and non-refundable, except under the specific conditions outlined in Section 2 below.

2. Exceptions Eligible for Refund or Store Credit

We stand 100% behind the cut quality of our vectors. We will gladly review and issue a full refund, file exchange, or store credit in the following situations:

  • Corrupt or Unreadable Files: If a downloaded file is corrupted, unreadable, or missing critical vector geometry, and our technical team cannot provide a corrected, working version within 48 hours of your report.
  • Verified Structural Design Flaws: If a vector contains unclosed loops, intersecting nodes, or critical geometrical defects that prevent execution in standard CAM software (e.g., SheetCAM, AutoCAD, Fusion 360, Vectric, LightBurn), and we cannot rectify the geometry.
  • Accidental Duplicate Purchases: If you accidentally purchased the exact same design twice in separate transactions using the same buyer account, contact us within 7 days with both order IDs for an immediate refund on the duplicate order.
  • Missing Digital Delivery: If payment is captured successfully but technical server errors prevent delivery of your download links, and our support team cannot resolve delivery within 24 hours.

3. Non-Refundable Situations

Refunds, chargebacks, and cancellations will not be granted under any of the following circumstances:

  • Buyer’s Remorse or Accidental Orders: Changing your mind after files have already been downloaded or delivered.
  • Software Incompatibility or Lack of Equipment: Inability to open or utilize standard .DXF / .SVG / .AI / .CDR files due to outdated third-party software, missing CAM plugins, or lacking CNC hardware. (Please verify your system’s format support prior to checkout).
  • Kerf or Material Mismatch: Material thickness, slot widths, or kerf spacing requiring local machine-operator compensation. While our files are drafted to standard tolerances, cutting equipment varies widely; fine-tuning kerf offsets inside your CAM software is standard machine operator practice.
  • File Format Misunderstanding: Requesting a refund because the product is a digital vector file rather than a physical fabricated metal item. Product listings clearly state that items are digital download cut files.

4. Technical File Support & Free Adjustments

Before requesting a refund over a technical snag, let our CAD technicians resolve it for you. We provide free technical post-sale support for all purchased designs:

  • Resizing or scaling vectors to fit custom sheet or plate dimensions.
  • Adjusting interlocking tab/slot widths for your specific sheet metal gauge (e.g., 10-gauge, 12-gauge, 14-gauge, 3/16″, 1/4″).
  • Converting geometries to legacy DXF formats (AutoCAD R12/R14) if your machine controller requires older standards.

Simply email your order ID, machine controller type, and project requirements to support@dxfportal.com.

5. Custom CAD Design Projects

Custom design requests and tailored drafting projects commissioned directly through our design team are subject to the following milestone terms:

  • Prior to Drafting: If you cancel a custom design order before preliminary vector drafting begins, a full refund will be issued minus an administrative payment processing fee (5%).
  • After Proof Submission: Once initial design proofs or vector previews have been drafted and delivered for review, payments are non-refundable. Revisions will be made strictly in accordance with your custom project agreement.

6. Chargebacks & Payment Disputes

We urge customers to contact our support team directly before initiating a payment dispute or chargeback with a card issuer or PayPal. Fraudulent chargebacks filed after digital files have been downloaded will result in the immediate and permanent termination of your DXFPORTAL account, revocation of all associated Commercial Cut Licenses, and blacklisting from future purchases across our merchant network.

7. How to Submit a Refund Request

To submit an inquiry regarding an unresolvable file issue or duplicate charge:

  1. Send an email to support@dxfportal.com with the subject line: Refund Request - Order #[Your Order Number].
  2. Include:
    • Your full name and checkout email address.
    • The specific product name.
    • A screenshot and brief explanation of the error or CAM software warning.
  3. Our engineering desk will review and reply within 1 business day. Approved refunds are credited back to your original payment method within 3 to 7 business days, depending on your financial institution.

8. Contact Information

DXFPORTAL Support Desk

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