Why there's no default refund window
Digital products work differently from physical goods. Once you receive the file, you have the product. There's no returning it unused, because the moment the download completes, the value has transferred. That's standard across the digital product industry, and it's the reason most instant-download operations (ours included) list sales as final by default.
We take that seriously on both sides. We only list a product for sale when we believe it's ready to deliver on what the page describes. We keep the sales page honest so buyers know what they're getting. And on your side, we ask that you read the product page carefully before paying, check the FAQ, and make sure the product is actually what you need.
When we'll make it right
Here's the full list of situations where we'll issue a refund, replace the product, or otherwise resolve the issue to your satisfaction.
Delivery failures
If the delivery email never arrives, the download link is broken, or your access expires before you could use it, we'll resend, regenerate, or refund, depending on what makes sense. First step: open a ticket so we can check your order and re-issue access.
Corrupted or broken files
If the ZIP is corrupted, a file won't open in software that should open it, or something inside the package is missing compared to what the product page listed, we'll replace the file or refund, your choice.
Duplicate charges
If Stripe processed your card twice for the same order, or if you were charged for a purchase that didn't complete, we'll refund the duplicate immediately.
Material misrepresentation
If what you received is meaningfully different from what the sales page and product documentation described, we'll refund. This doesn't mean "I thought it would be more detailed" or "I wanted it to cover my specific niche better." It means a specific, described feature or deliverable was promised and isn't present in what you actually got.
If your situation isn't in this list but you feel something genuinely went sideways in your buying experience, write in anyway. We'd rather talk through an edge case than lose a buyer over a policy that didn't anticipate their problem. Ask.
How to reach out
All refund and "make it right" requests go through our support channel. Same place you'd go for any other issue. Tickets are tracked, so nothing gets lost.
Use the subject line "Refund request" or "Broken download" or similar, so it gets routed correctly from the moment it lands. A general message like "I have a problem" slows things down.
What to include in your first message
Tickets with complete context get resolved in hours. Tickets without make us ping back and forth, which wastes both our time. Include these five things in your first message and we can usually wrap the whole thing up on the first reply.
What to send in your first message
- Your order ID. On your Stripe receipt email. Starts with
ch_orpi_. - The email you used at checkout. That's how we locate your record.
- Which product you purchased. For example, "The Creation Suite Founders Bundle" or "Format Architect standalone."
- What went wrong. One or two sentences is fine. Be specific: "The ZIP downloads but Finder says it's corrupt and won't unzip."
- What outcome you'd like. Refund, replacement, or help getting it to work. Telling us upfront helps us resolve faster.
How refunds actually process
When your ticket lands, the first reply includes either the resolution or a specific follow-up question if we need more information to move forward. Sending a complete first message (order ID, product, what broke, desired outcome) is the single biggest factor in how fast this wraps up.
Once a refund is approved on our side, Stripe handles the return to your card. You'll see it as a reversal against the original charge, not as a separate deposit. Processing speed on the bank's end varies, and that piece isn't something we control.
Chargebacks: please talk to us first
If there's a problem with your order, the fastest path to a resolution is opening a support ticket. Chargebacks, where you dispute the transaction directly with your bank, are slower for you (often 30 to 90 days), more expensive for us (banks charge a fee per dispute), and almost always unnecessary.
We've never turned away a legitimate issue. If you tell us something is wrong and we can make it right, we will. Please give us the chance before going to the bank.
If a chargeback is filed without first attempting to resolve the issue through support, and we have evidence that delivery was successful and the product matched its description, we may contest the dispute with Stripe and provide supporting documentation.
Partial refunds and replacements
Sometimes the right resolution isn't a full refund. If one skill in a bundle is broken but the rest work, we might replace the broken skill rather than refund the whole bundle. If a file is missing from your download, we'll send the missing file, not unwind the entire order.
We'll always offer you a choice when there's a reasonable option beyond a full refund. The goal is to get you to a working product, not to argue over technicalities.
What happens to updates after a refund
If we issue a full refund for a product, the 12 months of free updates associated with that purchase end on the refund date. Your buyer account for that product is closed, and you no longer receive update emails or have access to the product files.
This is a clean break on both sides. You've got your money back. We've taken the product back. The relationship ends there, and you're welcome to come back and buy again anytime.
Changes to this policy
We may update this policy when our practices change or when we add new product types (for example, subscription products, which typically have different refund considerations than one-time purchases). When we make changes, we update the "Effective" date at the top of this page.
Your order is governed by the refund policy in effect on the date you placed it, not any updated policy that came later. If the policy got more generous after you bought, the new policy applies in your favor. If it got stricter, your order keeps the old rules.
Contact
All refund questions, requests, and follow-ups go to our support channel. Same place as every other kind of support ticket.