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Cancellation and refund policy

Cancellation and refund policy

The cancellation, return and refund policy depends on the goods and services:

  • Software, including ebooks, music, images, videos, documents which has been downloaded is except from any refunds
  • Physical items have a 30 day refund policy
  • Subscriptions are exempt
  • Customer specific created items are exempt

The starting of a download process, i.e. by clicking on a download link, is classed as a download, even if the download is aborted.

Other services like licence arrangements are covered via specific contracts.

Cancellation
You can cancel your order anytime before delivery for physical standard off-the-shelf items.
In the case of running contracts, like for a subscription, you can cancel the contract to the end of the month, with two calender weeks (14 days) notice.

Refunds

  • Standard off-the-shelf products purchased from us within a 30 day period will be refunded. The 30 day period will begin from the date indicated on the invoice that you receive.
  • Services or customer specific specially made products are not eligible for a refund.

In case of a delivery mistake, any postage and packing costs that you have incurred will be refunded.

Requests for refunds should be sent to the service team.
We will endeavour to deal with requests for refunds within 10 working days.
If you have paid via credit card, your credit card account will be reimbursed, otherwise we will reimburse via bank transfer.

Return of goods
For physical goods please contact service so that we can help you to return the unwanted goods to us as efficiently as possible.

In the case of services or use-of-licence products where a monthly installment/subscription payment has been arranged, you are not allowed to use the products supplied after the contract termination.

3rd party services
The costs for 3rd party services like

  • manuscript checking, artwork, registration costs for domains names
  • research costs
  • etc
    cannot be reimbursed.

Your liability on termination
Where you have terminated your agreement with us there might still be other legal relationships or liabilities which will still apply.