Dispute Resolution
Dispute Resolution.
We want every purchase from JUFUNG.SHOP to be a straightforward, positive experience. This page sets out — plainly and in full — exactly what to do if something goes wrong, which laws apply, and how we will work to put things right.
Step 1 — Contact us directly first
The quickest way to resolve any concern is always to speak with us first. Before taking any other action, please get in touch. We respond to every message within one business day, and the vast majority of questions are resolved at this stage, at no cost or inconvenience to you.
JUFUNG.SHOP sells original, hand-drawn digital clip art as instant-download PNG bundles. Because your files are delivered electronically the moment your payment clears, certain aspects of our returns process differ from a physical-goods shop — but our commitment to fixing genuine problems never does.
Whether you have a question about a file you have downloaded, a query about the licence that came with your purchase, a concern that a product did not match its description, or any other matter relating to your order — please email us first. We will review your order, assess the situation, and offer a fair resolution promptly.
We do not require you to complete lengthy forms, navigate automated chatbots, or wait weeks for a response. A direct email with your order number and a description of the issue is all we need to get started.
Our resolution process, step by step
We follow a clear, ordered process so that every dispute is handled fairly, consistently, and as quickly as possible. We encourage you to work through each stage in sequence before escalating to a formal route.
Submit your concern to us
Email support@jufung.shop with your order number, a description of the issue, and, where relevant, screenshots or other supporting evidence. You may also use the live chat on our contact page. The more detail you provide, the faster we can act.
Target response: within 1 business dayWe review your order and the evidence
A member of our team reviews your original order, the product listing at the time of purchase, the files that were delivered, and any evidence you have submitted. Where your concern relates to a file that did not match its description, or a technical defect in the download, we treat this as a matter of priority.
Assessed within 2 business days of receiving your evidenceWe propose a resolution
Depending on the nature of your concern, a resolution may take the form of a replacement file, a corrected download link, a partial or full refund, or clarification of the licence terms. We will explain our decision clearly and in plain language. If you disagree with our initial assessment, you are welcome to respond and provide further information.
Resolution proposed within 3–5 business days in most casesEscalation to formal resolution (if needed)
If we are unable to reach an agreement through direct correspondence within a reasonable timeframe, you retain the right to escalate your dispute through the formal routes described in the Governing Law and Customer Rights sections below. We will never obstruct or discourage you from exercising those rights.
After reasonable direct negotiation has been exhaustedWhich law governs your purchase
JUFUNG LTD is registered in England and Wales. The laws of England and Wales govern the contract formed when you purchase from JUFUNG.SHOP, subject to the mandatory consumer protection rights that apply in the country where you are resident.
Governing law
These terms, and any dispute arising out of or in connection with them, are governed by the law of England and Wales. The courts of England and Wales have non-exclusive jurisdiction to settle any dispute.
“Non-exclusive jurisdiction” means that if you are a consumer resident outside England and Wales, you also retain the right to bring proceedings in the courts of the country where you are ordinarily resident, to the extent that applicable law permits.
Nothing in this section removes or restricts any mandatory consumer rights you hold under the law of your own country.
Cross-border purchases
JUFUNG.SHOP accepts orders from customers in the United Kingdom and the United States. Where a customer purchases from outside England and Wales, the following applies:
- The contract is still governed by English law as the primary applicable law.
- UK customers retain all rights under UK consumer legislation as described in the UK Customer Rights section below.
- US customers retain all rights available to them under the law of the US state in which they reside, as described in the US Customer Rights section below.
- We will not use governing-law provisions to deny you rights that would otherwise apply compulsorily under your local law.
Your statutory rights as a UK customer
If you are purchasing from within the United Kingdom, a number of Acts of Parliament give you rights that we cannot alter, limit, or override by contract. These rights exist in addition to any policy commitments we make voluntarily.
Consumer Rights Act 2015
Under the Consumer Rights Act 2015, digital content such as our PNG clip art bundles must be of satisfactory quality, fit for any particular purpose made known to us before purchase, and as described on the product listing.
If our digital content does not meet these standards, you are entitled to a repair or replacement at no cost to you. If repair or replacement is impossible or fails, you are entitled to a price reduction or, in some circumstances, a full refund.
These are your statutory rights and cannot be excluded. If you believe a file you purchased does not meet these standards, please contact us at support@jufung.shop.
Consumer Contracts Regulations 2013
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 provide a 14-day right of cancellation for distance contracts. However, Regulation 37 of those Regulations provides that this right does not apply to digital content where you have:
(a) given your express consent for delivery to begin before the end of the cancellation period, and (b) acknowledged that your right of cancellation will be lost once delivery has begun.
By completing your purchase of a digital download on JUFUNG.SHOP, you confirm both points. This means that once your download has been made available to you, the 14-day cancellation right no longer applies. Your statutory quality rights under the Consumer Rights Act 2015 are unaffected by this.
UK GDPR & Data Protection Act 2018
If your dispute relates to how we have handled your personal data, the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 apply. You have the right to make a complaint directly to the Information Commissioner's Office (ICO) at any time.
You can contact the ICO at ico.org.uk or by calling 0303 123 1113. We ask that you contact us first so we can attempt to resolve data-related concerns promptly.
Consumer Protection from Unfair Trading Regulations 2008
The Consumer Protection from Unfair Trading Regulations 2008 prohibit us from making misleading statements or omissions about our products. Every product listing on JUFUNG.SHOP must accurately describe the file contents, file format, and the licence under which the clip art may be used.
If you believe a listing has misled you, please contact us. If you are not satisfied with our response, you may also report concerns to your local Trading Standards service through the Citizens Advice consumer service.
Alternative Dispute Resolution (ADR) for UK customers
Where a dispute between us cannot be resolved through direct contact within a reasonable time, UK consumers may seek assistance through the following active routes:
Citizens Advice consumer service: Free, impartial advice on consumer rights. citizensadvice.org.uk/consumer
Trading Standards: Enforcement body for consumer protection law. You can report matters through the Citizens Advice referral service.
Small Claims Track (County Court): UK consumers may bring a claim through the Small Claims Track of the County Court for disputes up to £10,000 in England and Wales. More information is available at gov.uk/make-court-claim-for-money.
Distance Selling Information
As a seller operating under SIC code 47910 (retail via internet), we are required to provide you with clear pre-contract information before you purchase. This includes the identity of the seller, the principal characteristics of the digital goods, the total price, the means of delivery, and details of your cancellation rights. All of this information is displayed on every product listing page and at checkout.
If you believe any of this information was not made available to you before purchase, please contact us.
Rights & protections for US customers
We sell to customers throughout the United States. Certain federal laws and, in many cases, the law of your own state will also apply to your purchase. The section below sets out the key protections available to you.
Although English law governs the primary contract, US consumer protection legislation may apply to your transaction alongside it, particularly where it provides you with rights that are at least as strong as those offered under English law. We will not invoke the governing-law clause to deny you a right that would apply compulsorily under the law of your state.
Federal Trade Commission (FTC) Act: The FTC Act prohibits unfair or deceptive acts or practices in commerce. Every product listing on JUFUNG.SHOP is required to accurately represent the contents and format of the digital files being sold. If you believe a listing was deceptive, you may report a complaint to the FTC at reportfraud.ftc.gov.
Electronic Fund Transfer Act (EFTA) / Regulation E: If your purchase was made using a debit card or a linked bank account, the EFTA may provide you with additional chargeback rights in cases of unauthorised transactions. Contact your bank or card issuer for details.
Sales tax on digital downloads: Applicable sales tax on digital goods is calculated automatically at checkout by Shopify in accordance with the tax laws of the US state to which the sale is attributed. The tax amount, if any, is always displayed clearly before you confirm your order.
How to resolve a cross-border dispute: If direct correspondence with us has not resolved your concern, US customers may contact their state Attorney General's consumer protection office, which can provide guidance and, in some cases, mediation for cross-border consumer disputes.
| State / Rule | How It Applies to JUFUNG.SHOP |
|---|---|
| California | California Consumer Privacy Act (CCPA) rights apply to CA residents. You may request disclosure, deletion, or opt-out of sale of your personal information. We do not sell personal data. Contact us to exercise CCPA rights. |
| New York | NY General Business Law §§ 349–350 prohibit deceptive acts and false advertising. All product descriptions must accurately reflect the clip art files delivered. |
| Texas | Texas Business and Commerce Code, Chapter 17 (DTPA) covers deceptive trade practices. Digital goods must match their description at point of sale. |
| Florida | Florida Deceptive and Unfair Trade Practices Act (FDUTPA) applies. Misrepresentation of digital product content is prohibited. |
| Washington | Washington Consumer Protection Act (RCW 19.86) prohibits unfair or deceptive acts in trade. Digital product listings must be accurate and complete. |
| Digital sales tax (general) | Applicable state and local sales taxes on digital downloads are calculated and collected by Shopify at checkout where required by state law. |
| All states | You always retain the right to contact your state Attorney General's consumer protection division or a small claims court in your state if a dispute cannot be resolved directly with us. |
Chargebacks and card disputes
A chargeback is a payment reversal initiated by your bank or card issuer. We ask that you contact us before raising one, because direct resolution is almost always faster and causes less disruption for everyone involved.
Please contact us before raising a chargeback
If you have a concern about a charge from JUFUNG.SHOP, please email support@jufung.shop before contacting your bank. We resolve the vast majority of payment concerns directly and far more quickly than the chargeback process allows.
We aim to respond within one business day, and in most cases we can issue a refund or replacement the same day if the concern is valid.
Your right to dispute a charge with your bank
You always retain the legal right to raise a chargeback or payment dispute with your card issuer or bank. This right is separate from any process we operate and is governed by:
- UK customers: Section 75 of the Consumer Credit Act 1974 (for purchases of £100–£30,000 made on a credit card) and Visa / Mastercard chargeback rules for debit cards.
- US customers: The Fair Credit Billing Act (FCBA) for credit card disputes, and Regulation E of the Electronic Fund Transfer Act for debit card disputes.
Fraudulent chargebacks
Where a chargeback is raised after a digital file has been downloaded and used, and no genuine defect or misrepresentation is present, we reserve the right to contest the chargeback with our payment processor. We retain records of all download activity, order confirmations, and delivery receipts.
Raising a chargeback to obtain a refund where no legitimate grounds exist may constitute fraud under English law and, where applicable, under the laws of your state in the United States.
Payment processed by Shopify
All payments on JUFUNG.SHOP are processed through Shopify's PCI-DSS-compliant payment system. Your card details are not stored on our own servers. If you have a concern specifically about payment security rather than the product, Shopify's own support team can assist you.
A valid charge will appear on your statement as JUFUNG.SHOP or the Shopify payment descriptor. If you do not recognise a charge under either name, please contact us before raising a dispute so we can verify your order.
What this process covers and what it does not
Our dispute resolution process applies to commercial transactions made through JUFUNG.SHOP. There are certain matters that fall outside its scope, which are set out plainly below.
What is covered
The following matters are within the scope of our dispute resolution process:
• Claims that a digital file was not delivered after payment.
• Claims that a delivered file was materially different from the product description.
• Claims that a file was technically defective (corrupted, incomplete, or unrenderable).
• Requests for clarification of the licence granted with a purchase.
• Billing errors, duplicate charges, or incorrect pricing at checkout.
What is not covered
The following are outside the scope of this page:
• Disputes about how you have chosen to use the files after a valid download (such as a third party's reaction to the artwork).
• Claims based solely on a change of mind after a valid download has been completed, unless UK statutory quality rights apply.
• Disputes relating to third-party platforms (such as your print-on-demand fulfilment provider) that are independent of JUFUNG LTD.
• Intellectual property claims by third parties (which are handled separately under our IP policy).
Liability limitation
To the fullest extent permitted by law, our liability in connection with any single transaction is limited to the value of the order in dispute. We do not accept liability for indirect or consequential losses arising from use of the digital files, including but not limited to loss of commercial revenue derived from the use of the artwork.
Nothing in this section excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other matter that cannot lawfully be excluded under English law or, where applicable, the law of your state.
Time limits for raising a dispute
We encourage you to raise any dispute as soon as possible after you discover the issue. Under the Limitation Act 1980 (England and Wales), contractual claims must generally be brought within six years of the cause of action arising.
For US customers, the time limit varies by state and by the nature of the claim. We recommend raising concerns promptly. Delays in notifying us may affect our ability to investigate effectively.
Ready to resolve something?
Whatever the concern, the fastest path to a resolution is always a direct message. We are a small studio and we take every enquiry seriously.
Please include your order number, a brief description of the issue, and any supporting files or screenshots when you write to us. The more context you can provide upfront, the sooner we can offer a resolution.
We do not operate a premium-rate telephone line. All support is provided by email and live chat so that we can maintain a clear written record of every conversation, which benefits both you and us in the unlikely event that a matter needs to be escalated.
JUFUNG LTD
32 Methley Road
Castleford, England
WF10 1PA, United Kingdom
Registered in England & Wales · Company No. 17183733
SIC 47910 — Retail via mail order & internet
This is our registered address for formal correspondence and legal notices. JUFUNG is an online-only studio; we do not operate a public showroom or walk-in premises at this address.
For all order-related and product queries, email support@jufung.shop or use live chat on the website.
Still have a question? We want to hear from you.
Our support team is available every day of the week. Reach out and we will get back to you within one business day.