Refunds and Returns

1. What this covers

This policy applies to everything bought on anim.works: rigs, plugins, motion capture, books, courses, mentorship and FrameSide subscriptions. It sits alongside our Terms of Service and does not replace them.

Nothing here affects your statutory rights. Where this policy and the law disagree, the law wins.

2. Nothing is shipped, with one exception

Every product on this site is a digital file or an online service, with one exception: the hand signed copy of How to Thrive in the Games Industry. That one physical product is packed and posted from the UK. Everything else has no physical delivery, no packaging and nothing to return by post. Access is granted to your account as soon as payment is confirmed, and your downloads stay in your account for as long as you have one.

Because of that, a “return” for digital products means a refund. It never means sending something back. Section 4 covers the signed book specifically.

3. Your cancellation right

Under the Consumer Contracts Regulations 2013 you normally have fourteen days to change your mind about an online purchase.

Digital downloads are treated differently. When you buy a download from us, you agree that we can give you access straight away, and you accept that once the download begins your fourteen day right to cancel no longer applies. You are asked to confirm this at checkout. If you have not started the download, that right is intact and you can cancel within fourteen days for a full refund.

The signed book is a physical good, so it works the normal way: your fourteen days runs from the day you (or someone you nominate) receives it, not from the day you order it. See section 4 for how to use that right on the book.

4. Shipping and returning the signed book

Only 100 hand signed, individually numbered copies are available. Each one ships directly from Harvey, packed individually and signed to order, so allow a little extra handling time compared to a warehouse order. You will see the delivery estimate at checkout.

You can cancel and return the book within fourteen days of receiving it, for any reason, under the Consumer Contracts Regulations 2013. To do this, email support@anim.works with your order number before the fourteen days are up, then send the book back to us. You are responsible for the cost of returning it unless it arrived faulty or damaged, in which case we cover it and will send you a prepaid label.

Once we receive the book back in the condition you got it in, unsigned pages and cover included, we refund the price you paid within fourteen days. If it comes back damaged, marked or clearly used beyond opening it to look through, we may deduct an amount that reflects the loss in value, because each copy is numbered and cannot be resold as new.

If the book itself is faulty, printed wrong, or damaged in transit, tell us and we will replace it or refund it in full, and you will not be asked to cover return postage.

5. When we refund

We refund in full, without argument, when:

• the file is faulty, corrupt or will not open
• the product is materially different from how it is described on its page
• the software or version stated on the product page does not in fact work
• you were charged twice, or charged for something you did not buy
• you bought something you already owned
• you have not downloaded it and you ask within fourteen days
• the signed book arrives faulty, damaged, or is returned within fourteen days per section 4

If something is broken we would usually rather fix it than refund it, and we will offer that first. You are free to take the refund instead.

6. When we do not

We will not usually refund when:

• you have downloaded the file and simply changed your mind
• the product works as described but is not what you hoped for
• your computer or software version does not meet the requirements printed on the product page
• you no longer need it, or bought it by mistake and have already downloaded it
• the signed book is returned outside the fourteen day window, or came back damaged beyond the value deduction described in section 4

Every product page states which software and which version it was built and tested against. Please read that before buying, because it is the thing that most often causes disappointment.

None of this applies if the product is faulty or misdescribed. In that case section 5 applies, whatever you have downloaded or received.

7. Courses and mentorship

Courses can be refunded within fourteen days of purchase provided you have completed no more than twenty percent of the lessons. Past that point the course has been substantially delivered.

Mentorship sessions can be cancelled or moved free of charge up to twenty four hours before the session. Inside twenty four hours, or if you do not attend, the session is treated as delivered, because the mentor has held the time.

8. Subscriptions

FrameSide subscriptions can be cancelled at any time from your account. Cancelling stops the next payment and you keep access until the end of the period you have already paid for.

We do not refund unused time inside a period you have already paid for. If you are charged after cancelling, or a renewal takes you by surprise, tell us and we will put it right.

9. Products made by creators

Many products here are made by independent creators who sell through Animworks. Your contract for those purchases is with us, so you deal with us for refunds. You never have to chase the creator.

10. How to ask

Email support@anim.works with your order number and a sentence about what went wrong. A screenshot or the error message helps if something will not open, and if you are returning the signed book, include that in your email before you post it back.

We aim to answer within two working days. Approved refunds go back to the card or account you paid with, through Stripe, and usually arrive within five to ten working days depending on your bank. We cannot refund to a different card from the one used.

11. Contact us

Animworks Ltd
5 South Charlotte Street
Edinburgh, EH2 4AN
United Kingdom

Company number: SC674770
Email: support@anim.works