Last updated 21 July 2026
A charge that reads VIANERDS
If the charge on your statement says VIANERDS and not Moonleaf, it is the same purchase. Moonleaf is billed under the name VIANERDS, the name behind the brand, and that is what card and bank statements show. The order number on your Paddle receipt matches it, and an email to hello@moonleaf.art confirms an order in one line if you would rather ask than guess.
Who handles a refund
Paddle is the merchant of record for every order, so Paddle takes the payment and Paddle sends the money back. You can ask either of us. Writing to hello@moonleaf.art is usually quicker, because we can look at the file first, and we pass an approved refund to Paddle ourselves.
The 14 day right of withdrawal, and what happens to it here
Consumers in the European Union and in the United Kingdom normally have 14 days to withdraw from an online purchase without giving a reason. Digital content is the exception, and it is worth knowing why before you buy rather than after.
A download cannot be returned. Once the file is on your machine, you keep it whether the order stands or not. The law therefore lets the right of withdrawal end early, but only if you agree to it openly: at checkout you are asked to confirm two things, that the download should start immediately, and that you understand this ends your right of withdrawal. Both are ticked by you, neither is hidden in a paragraph, and nothing is delivered before you have done it.
So: if you have consented at checkout and the download has started, the 14 day withdrawal no longer applies to that purchase. If you have not consented, or nothing has been delivered yet, it still does, and an email to hello@moonleaf.art is enough to use it.
What we refund regardless
The paragraph above is about changing your mind. It has nothing to do with a purchase that did not work, and none of it limits your statutory rights when something is wrong. We refund, without argument, in these cases:
- The file is damaged or incomplete. It will not open, it is cut off, part of the artwork is missing or the resolution is not what the page stated.
- The file is not what the page described. You received a different piece, a different format, or something that does not match what you were shown.
- The download does not work. The link fails, the email never arrives, or the file cannot be retrieved.
In the last case we would rather send you a fresh link or a fresh file than refund you, because you presumably still want the artwork. If that does not solve it, you get your money back.
How to ask
Write to hello@moonleaf.art with the order number from your Paddle receipt and one line about what went wrong. A screenshot helps if something looks broken, but it is not required.
We answer within two working days. If a refund is due, we approve it with Paddle on the same day we answer, and Paddle returns the money to the way you paid. How long it then takes to appear on your statement is up to your bank or card issuer, not to us.
If a piece simply is not the one
Sometimes a print is exactly as described and still turns out to be wrong for the room. We understand that, and we cannot take a file back, so a purchase for that reason is not refundable. It is the honest position for a download, and it is the reason every piece has its own page with the full picture, the real dimensions and a plain description of what is drawn, so that as little as possible is left to guesswork before you pay.
Write to us anyway. If a different piece would suit the wall better, or if something about the file can be adjusted, we would rather hear it than leave you with a download you do not use.
Related
The terms of service cover the licence and the rest of the purchase. The imprint has the postal address.