At Templates Prime, we sell digital products, including downloadable templates, planners, trackers, spreadsheets, and related files.
Because our products are delivered digitally and are not physical goods, this Refund and Returns Policy differs from policies used for physical items.
1. Digital products
All products sold through our website are digital downloads unless otherwise stated. No physical items are shipped.
Because digital products can be accessed or downloaded immediately after purchase, we generally do not accept returns once the product has been delivered or made available for download, except where required by applicable law or where this policy expressly provides otherwise.
2. Refund eligibility
We may offer a refund, replacement, or store credit in the following situations:
a) Duplicate purchase
If you accidentally purchased the same product more than once, contact us and we may issue a refund for the duplicate order.
b) Non-delivery
If you did not receive your download link, order confirmation, or access to the purchased product, and the issue cannot be resolved within a reasonable time after you contact us, we may provide a refund or re-deliver the product.
c) Corrupted or inaccessible file
If the file is corrupted, incomplete, or cannot be opened as described, and we cannot fix the issue or provide a working replacement within a reasonable time, we may issue a refund or replacement.
d) Material defect or misdescription
If the purchased product is materially different from its description on the website, and the issue cannot be resolved by support, we may offer a refund, replacement, or other appropriate remedy.
3. Non-refundable situations
Unless required by applicable law, refunds are generally not available in the following cases:
- you changed your mind after purchase;
- you no longer want the product;
- you purchased the product by mistake but downloaded or accessed it and the issue does not fall within the eligible refund situations above;
- you expected features, formats, compatibility, or uses that were not stated in the product description;
- you are unable to use the product due to software, device, or third-party platform limitations not stated by us;
- you failed to read the product description, requirements, or included details before purchase.
4. Compatibility and responsibility
Please review the product description carefully before purchasing. It is your responsibility to ensure that the product format, software requirements, and intended use are suitable for your needs.
If you are unsure whether a product will work for your use case, please contact us before purchasing.
5. How to request support or a refund
To request support or a refund, contact us at [insert support email] and include:
- your order number;
- the email used for the purchase;
- the product name;
- a description of the issue; and
- screenshots or other supporting information, where relevant.
We aim to review requests within [insert timeframe, e.g. 3–5 business days].
6. Right to refuse abusive requests
We reserve the right to refuse refund requests where we reasonably believe that:
- the policy is being abused;
- false or misleading information has been provided; or
- the request falls outside this policy and no legal right to a refund applies.
7. Consumer rights
Nothing in this Refund and Returns Policy limits or excludes any rights you may have under applicable consumer protection laws.
Where local law gives you a statutory right to cancel, withdraw, repair, replacement, price reduction, or refund, those rights will apply to the extent required by law.
8. Chargebacks
If you experience a problem with your purchase, please contact us first so we can try to resolve it. Unjustified chargebacks may result in suspension of access to products or future purchases, where permitted by law.
9. Changes to this policy
We may update this Refund and Returns Policy from time to time. Any changes will be posted on this page.
10. Contact
If you have questions about this policy, contact in contact page.