Our products are digital. Where the law permits, the withdrawal right ends only after you expressly request immediate delivery, acknowledge the consequence, and supply begins. Even so, if a file is faulty, won’t open, or isn’t as described, contact us within 14 days and we will fix it or refund you. We want you to feel safe buying from us.
This policy explains your legal right of withdrawal for digital content, and the additional fairness guarantee we offer on top of it. It forms part of our Terms of Service.
Our products are digital content supplied immediately after purchase. Under EU/EEA consumer law (and equivalent rules elsewhere), a consumer normally has 14 days to withdraw from a distance purchase. For digital content, however, that right ends once the download has begun, provided the consumer has given prior express consent to immediate supply and acknowledged that the right of withdrawal is thereby lost.
This exception applies only when checkout clearly asks for, and you provide, the required express consent and acknowledgement before supply begins. If that process is not completed, any mandatory withdrawal right you have remains unaffected.
Regardless of the statutory position, we stand behind what we sell. We will repair, replace or refund your purchase within 14 days if:
In most cases we can resolve the issue immediately by resending a working file. If we cannot resolve it, we refund you in full.
Because these are instantly-delivered digital tools, the fairness guarantee does not cover: simply changing your mind after downloading; buying the wrong product by mistake where the correct product was clearly described; not achieving a particular business result (our products do not guarantee results); or your own lack of compatible software, where the required format was clearly stated. Where a mandatory consumer right applies to your situation, that right is unaffected by this section.
Email support@ecombrandguide.com within 14 days of purchase, from the email address used for the order, and include a short description of the problem. We reply within 24 hours on business days and aim to resolve every request quickly and fairly.
Approved refunds are returned to your original payment method through Stripe. We submit approved refunds to the original payment method promptly. Stripe and your bank determine when the credit appears; this commonly takes several business days.
If something is wrong, please contact us first — we will almost always resolve it faster than a bank dispute. Contacting us first often resolves the issue faster, but this does not restrict any right you have to contact your payment provider. We keep clear records of every order and delivery, which we may provide to Stripe or your bank in the event of a dispute.
Email support@ecombrandguide.com for anything related to refunds or delivery.