Magicul converts design files into different formats to save you the time to re-create them manually. Our highest priority is for all converted files to look as visually identical as possible. We've built our file converters with that in mind. In some edge-cases, you may experience issues with your converted file. Read more about when you're eligible for a refund.

When am I eligible for a refund?

In some cases, your converted file might have some slight differences from the original file. We understand that you expect the results to be as accurate as possible. We kindly ask you to reach out to our customer support team first and describe the upcoming problem. We will then internally file a bug report and get the issues resolved by our development team. For most problems, we should be able to provide a solution within 24 hours.

If we can not provide a solution to the reported problem within 72 hours, we will issue a refund. For credit or subscription customers, we will re-issue all lost credits.

To be eligible for a full refund on a credit package or a subscription the refund request has to be submitted before converting more than 2 files.

There are still issues with the converted file. What do I do?

You can still request a refund as long as it’s within 14 days after your initial purchase.

How do I request a refund?

You can request a refund within 14 days after your initial payment. Once this period has elapsed, we can always assist with any issues that may have come up. In order to request a refund, simply send an email to support@magicul.io

Are my files handled confidentially when opening a support ticket?

We take data privacy very seriously. Your files won't be accessed or edited manually.

Even when filing a bug report, your files will be handled fully confidential. You can read more about our data privacy guidelines here: https://help.magicul.io/en/articles/5578636-data-privacy-guidelines-at-xd2sketch.

How do I know a refund has been processed?

Right after a refund has been processed, you will receive an automated confirmation email. In most cases, your refund should show up in your account within 3 to 5 business days. Depending on your card issuer the time it takes for the money to show up on your card may vary.

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