Every Clues at Home case is a digital download: a PDF you print at home. This page explains what happens if something goes wrong with your files.
Our promise: we fix it or refund it
If your case file won’t open or print properly, if pages are missing, or if something in the case is wrong (for example a clue that contradicts the solution), tell us. We’ll send you a corrected file. If we can’t put it right, we’ll refund you in full.
Change of mind
Because the files are delivered instantly and can’t be returned, we don’t offer refunds for a change of mind once a case has been downloaded. If you haven’t downloaded the case yet and change your mind, contact us within 14 days of your order and we’ll refund you.
Downloads
Each order can be downloaded twice within 30 days. We recommend saving the PDF to your device the first time you download it, so you can reprint it whenever you like. If you run out of downloads or the link expires, contact us with your order number and we’ll help.
Mystery advent calendars are the exception. They can be downloaded up to five times and the link never expires, so you can buy early and print in time for 1 December. If we correct an advent calendar after you’ve bought it, the same link gives you the corrected file.
How to ask for a fix or a refund
Use our contact page and include your order number and a short description of the problem (a screenshot helps). Refunds go back to the original payment method and usually arrive within 5 to 10 working days, depending on your bank.
Your legal rights
This policy is in addition to your statutory rights as a consumer and does not affect them.