1. Overview
At Ellel Company Limited, we work hard to ensure that every product we offer is accurate, useful, and delivered promptly. Because our products are digital in nature, our refund policy differs from that of physical goods. This policy explains when refunds may or may not be issued, and what steps to take if you experience an issue with a purchase.
2. Nature of Our Products
All products sold on our website are delivered in digital format, such as PDF, DOCX, XLSX, MP3, video, or ZIP files. Once a digital product has been downloaded or accessed, it cannot be “returned” in the way a physical product can, since the file itself has already been transferred to you. For this reason, our general policy is that all sales are final once a product has been successfully downloaded.
3. General Refund Policy
- Refunds are not provided simply because a customer changes their mind after downloading a digital product.
- Refunds are not applicable once download access has been used, as the product has, at that point, been fully delivered.
- We encourage customers to carefully review product descriptions, previews, and specifications before completing a purchase, to ensure the product meets their needs.
4. When You May Be Eligible for a Resolution
While we do not offer refunds for digital products once downloaded, we are committed to making sure you receive a working, usable product. You may be eligible for a free file replacement, correction, or other resolution in the following situations:
- The file you received is corrupted, incomplete, or fails to open correctly.
- You received the wrong product due to an error on our part.
- A technical issue on our website prevented successful delivery of your purchase.
- The product you received differs materially from its description on our website.
In any of these cases, please contact our support team within 7 days of purchase, and we will work with you to resolve the issue promptly, whether through a corrected file, a replacement download link, or another appropriate solution.
5. Duplicate or Accidental Charges
If you believe you were charged more than once for the same order, or charged in error due to a payment processing glitch, please contact us as soon as possible with your order details and proof of payment. We will investigate the matter and issue a refund for any confirmed duplicate or erroneous charge.
6. How to Request Assistance
To request a file replacement, correction, or report a payment issue, please contact us with the following information:
- Your full name and the email address used at checkout.
- Your order number or proof of purchase.
- A clear description of the issue you are experiencing.
Our support team will review your request and respond as quickly as possible, typically within 2–3 business days.
7. Coaching and Personalized Services
For one-on-one coaching sessions or other personalized services, cancellations or rescheduling requests must be made at least 24 hours in advance of the scheduled session to be eligible for a reschedule or credit. No-shows or late cancellations may not be eligible for a refund or rescheduling.
8. Chargebacks
We ask that customers contact us directly to resolve any billing concerns before initiating a chargeback with their bank or payment provider. Unauthorized or fraudulent chargebacks may result in restricted access to future purchases on our Platform.
9. Changes to This Policy
We may update this Refund Policy from time to time to reflect changes in our products, services, or legal requirements. Any updates will be posted on this page with a revised “Last Updated” date, and continued use of our Platform after such changes constitutes acceptance of the updated policy.
10. Contact Us
If you have any questions about this Refund Policy or need help with an order, please reach out to us at admin@easyllabus.com.