Refund policy

Digital Download Products Policy & Procedure

1. Purpose

This policy outlines the terms, conditions, and procedures relating to the sale, delivery, support, and refund of digital download products. It is designed to ensure compliance with the Australian Consumer Law (ACL) and provide customers with clear information regarding their rights and responsibilities.

2. Scope

This policy applies to all digital products sold by Soulful Seasons, including but not limited to:

  • E-books
  • Digital templates
  • Printable products
  • Digital artwork
  • Online guides
  • Software files
  • Downloadable resources and other electronic content

Digital Download Policy

3. Change of Mind Purchases

We do not offer refunds, exchanges, or credits for change-of-mind purchases of digital products once the product has been downloaded, accessed, or delivered.

Customers are responsible for reviewing product descriptions, file formats, system requirements, and compatibility information before making a purchase.

Nothing in this policy limits any rights a customer may have under the Australian Consumer Law.

4. Faulty, Defective or Missing Digital Products

If a digital product:

  • Cannot be downloaded;
  • Is corrupted or incomplete;
  • Contains significant errors;
  • Does not match its description; or
  • Does not function as reasonably expected,

customers should contact us as soon as possible so we can investigate and resolve the issue.

Depending on the circumstances, we may:

  • Provide a replacement file;
  • Repair or correct the digital product;
  • Reissue download access; or
  • Provide a refund where required under Australian Consumer Law.

5. Duplicate Purchases

Where a customer accidentally purchases the same digital product more than once, they should contact us within 14 days of purchase.

Upon verification, we may:

  • Refund the duplicate transaction; or
  • Provide store credit equivalent to the duplicate purchase amount.

Duplicate purchase requests are assessed on a case-by-case basis.

6. Customer Support

Customers experiencing difficulties accessing, downloading, or using a digital product may contact our support team:

Email: narellemott@gmail.com

To assist us in resolving issues promptly, customers should provide:

  • Order number;
  • Name and email address used for purchase;
  • Description of the issue;
  • Screenshots or error messages, where available.

We aim to respond within 2 business days.

7. Australian Consumer Law Rights

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

Under the Australian Consumer Law, customers are entitled to a remedy if a digital product:

  • Has a major fault;
  • Is not fit for its intended purpose;
  • Does not match its description;
  • Is not of acceptable quality; or
  • Cannot be made fit for purpose within a reasonable time.

Where a major failure occurs, customers may choose to receive:

  • A refund; or
  • A replacement product.

For minor issues that can be fixed, we may choose to repair the product, provide a replacement, or otherwise remedy the problem within a reasonable period.

Nothing in this policy excludes, restricts, or modifies any rights or remedies available under Australian Consumer Law.

Digital Download Procedure

Step 1: Order Processing

Upon successful payment:

  • The customer will receive an order confirmation email.
  • Access to the digital product will be provided through a download link, customer account, or email delivery.

Step 2: Product Delivery

Customers should:

  • Download their files promptly.
  • Ensure they save a backup copy after downloading.
  • Verify the files can be opened and accessed correctly.

Step 3: Issue Reporting

Customers who experience an issue should contact support and provide:

  • Order details;
  • Product name;
  • Description of the issue;
  • Supporting evidence where applicable.

Step 4: Assessment

The business will:

  • Verify the purchase;
  • Review the reported issue;
  • Determine whether the issue relates to access, functionality, compatibility, duplication, or a consumer guarantee under the ACL.

Step 5: Resolution

Where appropriate, we will:

  • Reissue access to the download;
  • Replace corrupted or missing files;
  • Fix technical issues where possible;
  • Refund duplicate purchases where approved; or
  • Provide a refund, replacement, or other remedy required under Australian Consumer Law.

Step 6: Documentation

All customer support requests, complaints, investigations, and resolutions will be recorded and retained for administrative, legal, and compliance purposes.

Digital Download Refunds

Due to the nature of digital products, we do not provide refunds for change-of-mind purchases once a product has been downloaded or accessed. However, if your purchase is faulty, does not match its description, is not fit for purpose, or otherwise breaches a consumer guarantee under the Australian Consumer Law, you may be entitled to a repair, replacement, or refund.