Policies
Refund policy
Digital files cannot be returned, so this policy is about putting things right rather than sending something back.
Placeholder for legal review. This page is a working structure written in plain English, not legal advice. The Consumer Guarantees Act 1993 gives buyers rights that a shop policy cannot remove, and how it applies depends on whether you are selling to consumers or to businesses. Have a New Zealand lawyer review this page before you take payments.
The short version
- Faulty, broken or wrongly described file: we fix it, replace it or refund it.
- Bought by mistake and not yet downloaded: contact us within 14 days and we will usually refund it.
- Changed your mind after downloading: generally not refundable, because the file cannot be returned.
- Your rights under the Consumer Guarantees Act still apply, whatever this page says.
Why digital products are treated differently
Every product sold here is a digital file. Once a download has been accessed, it cannot be handed back, and we have no way to confirm that a copy has not been kept. That is why refunds after download are limited, and why the product pages set out the formats, software and contents in detail before you buy.
Please read the "works with" list on the product page before purchasing. If you are unsure whether a template suits your software or your situation, ask us first. We would rather answer a question than process a refund.
When we will refund or replace
Contact us and we will repair, replace or refund in these situations:
- the files are corrupted or will not open in the software listed on the product page;
- the download is incomplete, or files listed as included are missing;
- the product is materially different from what the listing described;
- you were charged twice for the same product;
- you bought the wrong product by mistake and have not yet accessed the download, and you tell us within 14 days.
In most cases the first step is a replacement file or a fix, because that gets you what you paid for fastest. If we cannot resolve it, we refund.
When we generally will not refund
- you have downloaded the files and simply changed your mind;
- you do not have, or do not want to buy, the software listed on the product page;
- you are not comfortable editing the files, when the listing described the skill level accurately;
- you expected features, pages or formats that the listing did not claim to include;
- you bought the same product twice by choice rather than by error.
None of this displaces the guarantees below.
Your rights under New Zealand consumer law
If you are buying as a consumer, the Consumer Guarantees Act 1993 gives you guarantees that this policy cannot take away. Digital products must be of acceptable quality, match their description, and be fit for any purpose we said they were fit for.
Where a product fails one of those guarantees, you are entitled to a remedy under that Act, and this policy does not limit it. If the failure is substantial, you may be entitled to a refund rather than a repair or replacement.
The Fair Trading Act 1986 also applies, which is why we try to describe every product plainly, including what is not in it.
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How to request a refund
- Email hello@example.co.nz or use the contact form.
- Include the receipt number from your Stripe email, the product name, and what has gone wrong.
- If a file will not open, tell us which format you tried and which programme and version you used. A screenshot of the error helps.
We reply within two working days. If a refund is agreed, it is returned through Stripe to the card used for the purchase. Stripe usually takes five to ten working days to show the refund on a statement, depending on your bank.
Bundles
Bundles are refunded as a whole, not by individual item, because the bundle price reflects the set. If one file inside a bundle is faulty, we replace that file.
Chargebacks
If something has gone wrong, please contact us before raising a dispute with your bank. A chargeback takes weeks and locks the funds while it is investigated. We can almost always sort it out faster.
Questions
Email hello@example.co.nz. Related pages: terms of use and frequently asked questions.