Last updated: 30 October 2026
Because our products are digital downloads, our refund rules are different from those for physical goods. This page explains when you can cancel an order and when you are entitled to a refund. Nothing here affects your statutory rights.
Before you download
If you have not downloaded any file from an order, you can cancel it within 3 days of purchase for a full refund. Contact us with your order number.
After you download
Digital files cannot be returned once they have been downloaded. When you agree at checkout that delivery may begin straight away, and acknowledge that you lose your right to cancel once a download starts, the cancellation right ends when you first download a file from your order.
This does not affect your right to a remedy if something is wrong with a product (see below).
If something is wrong
Every product must be as described, of satisfactory quality and fit for purpose. If it is not, for example:
- the download is damaged or incomplete and cannot be fixed,
- the product does not match its description on our site, or
- the product does not work on a system that meets its published requirements,
contact us and we will first try to fix the problem or provide a working replacement. If we cannot do that within a reasonable time, we will give you a full refund or, if you prefer to keep the product, a partial refund.
Other cases we refund
- Duplicate purchase: you bought the same product twice by mistake. We refund the extra order as long as nothing from it has been downloaded.
- Wrong price: we listed a product at a clearly wrong price and you choose not to continue at the correct one.
- Order we cannot complete: we cancel an order for any reason after you have paid.
When we cannot offer a refund
- You changed your mind after downloading the product.
- The product does not run on a system that does not meet its published requirements. Please check the requirements on the product page, or ask us, before you buy.
- You bought the product by mistake and have already downloaded it.
How to ask for a refund
- Go to our contact page.
- Include your order number, the product name and a short description of the problem. Screenshots or error messages help us fix technical problems faster.
- We reply within 2 business days.
How refunds are paid
Approved refunds are sent to the original payment method within 14 days of our decision. Your bank or card provider may take a few extra days to show the money in your account. When an order is refunded, access to its downloads is removed.
If the order used wallet credit, that part is returned to your wallet (valid for 30 days), not paid out in money. Cashback earned on a refunded order is removed from your wallet.
Chargebacks
If you have a problem with an order, please contact us before opening a dispute with your bank. Most issues are solved quickly, and a dispute can freeze your account while it is reviewed.