Return & Refund Policy

At Digitore, we understand that sometimes software purchases may not meet your expectations. Our return and refund policy is designed to be fair, transparent, and customer-friendly while protecting the interests of both buyers and software vendors.

1. Return Policy Overview

Our return policy provides customers with the right to request refunds for software licenses under specific conditions. We aim to balance customer satisfaction with the unique nature of digital products.

Key Principles

• 30-Day Return Window: Most software licenses can be returned within 30 days of purchase
• Fair Use Policy: Returns are subject to reasonable use and good faith requirements
• Digital Nature: Special considerations apply to digital products that cannot be "returned" in the traditional sense
• Vendor Cooperation: We work with software vendors to ensure fair resolution of return requests
• Customer Protection: Your rights as a consumer are protected under applicable laws

2. Eligibility Criteria

To be eligible for a return and refund, your request must meet the following criteria:

General Eligibility Requirements

Requirement	Description	Status
Purchase Date	Within 30 days of original purchase	✓ Required
License Status	License key not extensively used or distributed	✓ Required
Account Standing	Account in good standing with no violations	✓ Required
Original Payment	Refund to original payment method	✓ Required
Valid Reason	Legitimate reason for return request	✓ Required

Valid Reasons for Returns

• Technical Issues: Software doesn't work as described or has critical bugs
• Compatibility Problems: Software incompatible with your system despite meeting stated requirements
• Misrepresentation: Product significantly different from description
• Duplicate Purchase: Accidentally purchased the same license multiple times
• Unauthorized Purchase: Purchase made without authorization (with proper verification)
• Vendor Issues: Vendor unable to provide promised support or updates
• License Problems: Issues with license activation or validation

3. Refund Timeframes

Different types of software purchases have different return windows based on their nature and complexity:

4. How to Request a Return

Our return process is designed to be simple and straightforward. Follow these steps to request a refund:

Required Information

When submitting a return request, please provide the following information:

• Order Number: Your unique order/transaction ID
• Purchase Date: Date when the software was purchased
• Software Details: Name, version, and license type
• Reason for Return: Detailed explanation of why you're requesting a return
• System Information: Your operating system and hardware specifications (if relevant)
• Usage Details: How much you've used the software and any attempts to resolve issues
• Supporting Evidence: Screenshots, error messages, or other relevant documentation

5. Refund Methods

Refunds are processed using the same payment method used for the original purchase. Here are the available refund methods:

Payment Method	Refund Method	Processing Time	Notes
Credit Card	Credit to original card	3-5 business days	May take 1-2 billing cycles to appear
PayPal	PayPal account credit	1-2 business days	Instant for PayPal balance payments
Bank Transfer	Direct bank deposit	5-7 business days	International transfers may take longer
Digital Wallet	Wallet credit	1-3 business days	Apple Pay, Google Pay, etc.
Cryptocurrency	Original wallet address	24-48 hours	Subject to network confirmation times
Store Credit	Digitore account credit	Immediate	Can be used for future purchases

Refund Processing Notes

• Original Payment Method: Refunds are always processed to the original payment method when possible
• Expired Cards: If your original card has expired, contact support for alternative arrangements
• Closed Accounts: For closed bank accounts or payment services, alternative refund methods will be arranged
• Currency Conversion: Refunds in different currencies may be subject to exchange rate fluctuations
• Processing Fees: Payment processing fees are typically non-refundable
• Partial Payments: For purchases made with multiple payment methods, refunds will be split proportionally

6. Non-Refundable Items

Certain types of software purchases are not eligible for refunds due to their nature or specific terms:

Permanently Non-Refundable Items

• Gift Cards: Digital gift cards and store credit purchases
• Consumable Content: One-time use licenses, activation codes, or consumable digital content
• Custom Software: Specially developed or customized software solutions
• Final Sale Items: Products explicitly marked as "final sale" or "no returns"
• Bundled Deals: Special promotional bundles (individual items within bundles may be eligible)
• Third-Party Services: External services or subscriptions purchased through our platform

Conditionally Non-Refundable Items

• Extensively Used Software: Software that has been used beyond reasonable evaluation period
• Shared Licenses: License keys that have been distributed or shared with others
• Violated Terms: Purchases where license terms have been violated
• Fraudulent Requests: Returns requested in bad faith or with fraudulent intent
• Expired Return Window: Requests made after the applicable return period
• Incomplete Information: Requests lacking required documentation or information

Special Circumstances

Even for non-refundable items, we may consider returns in exceptional circumstances:

• Significant product defects or misrepresentation
• Vendor discontinuation of support within return period
• Technical issues preventing software use
• Legal or regulatory compliance issues
• Unauthorized purchases with proper verification

7. Partial Refunds

In certain situations, partial refunds may be offered instead of full refunds:

When Partial Refunds Apply

Situation	Refund Amount	Calculation Method
Subscription Cancellation	Prorated amount	Based on unused subscription period
Bundle Returns	Individual item value	Proportional to bundle discount
Upgrade Returns	Upgrade cost difference	Original license retained
Partial Usage	Usage-based calculation	Based on actual software usage
Restocking Fee	Purchase price minus fee	Typically 10-15% for certain items

Prorated Refund Calculations

For subscription services and time-based licenses, refunds are calculated as follows:

• Daily Proration: Unused days calculated from cancellation date
• Monthly Subscriptions: Refund based on complete unused months
• Annual Licenses: Prorated based on remaining license period
• Usage Metrics: Some software may use actual usage data for calculations

8. Processing Times

Understanding our refund processing timeline helps set proper expectations:

Standard Processing Timeline

Factors Affecting Processing Time

• Request Complexity: Simple requests process faster than complex technical issues
• Documentation: Complete requests with all required information process more quickly
• Vendor Response: Some cases require vendor input, which may extend processing time
• Payment Method: Different payment methods have varying processing speeds
• Business Days: Processing occurs during business days only (Monday-Friday)
• Volume: High request volumes during sales periods may cause delays
• Verification: Additional verification requirements may extend processing time

9. Special Circumstances

Certain situations require special handling and may have different procedures or timelines:

Emergency Situations

• Security Vulnerabilities: Software with discovered security flaws
• Business Critical Failures: Software failures affecting business operations
• Legal Compliance: Software that creates legal or regulatory compliance issues
• Data Loss: Software causing data corruption or loss
• System Damage: Software causing system instability or damage

Vendor-Related Issues

• Vendor Bankruptcy: Automatic refund eligibility if vendor ceases operations
• Product Discontinuation: Extended return periods for discontinued products
• Support Termination: Refunds available if vendor stops providing promised support
• License Revocation: Full refunds if vendor revokes licenses improperly
• Merger/Acquisition: Special provisions for vendor ownership changes

Technical Circumstances

• Platform Changes: OS updates breaking software compatibility
• Hardware Incompatibility: Undisclosed hardware requirements
• Network Dependencies: Required network services becoming unavailable
• Third-Party Dependencies: Required third-party services discontinuing
• Performance Issues: Significant performance degradation from described specifications

10. Dispute Resolution

If you disagree with a return decision, we provide several options for dispute resolution:

Internal Appeal Process

External Resolution Options

• Payment Processor Dispute: File dispute with your credit card company or PayPal
• Consumer Protection: Contact local consumer protection agencies
• Better Business Bureau: File complaint with BBB for mediation
• Online Dispute Resolution: Use EU ODR platform for European customers
• Legal Action: Pursue legal remedies as permitted by law

Mediation Services

We participate in various mediation services to resolve disputes fairly:

• Independent third-party mediation services
• Industry-specific dispute resolution programs
• Consumer protection agency mediation
• Professional arbitration services

11. International Returns

International customers have the same return rights as domestic customers, with some additional considerations:

Regional Variations

Region	Minimum Return Period	Special Rights	Processing Time
European Union	14 days (legal minimum)	Right of withdrawal	Standard + 2 days
United Kingdom	14 days	Consumer Rights Act protection	Standard + 1 day
Australia	30 days	Australian Consumer Law	Standard + 2 days
Canada	30 days	Provincial consumer protection	Standard
Other Countries	30 days	Local law compliance	Standard + 1-3 days

Currency and Exchange Considerations

• Original Currency: Refunds processed in the original purchase currency when possible
• Exchange Rate Fluctuations: Refund amounts may vary due to currency exchange rate changes
• Conversion Fees: Bank conversion fees are typically borne by the customer
• Local Taxes: VAT and other taxes handled according to local regulations
• Payment Method Limitations: Some international payment methods may have restrictions

Legal Compliance

We comply with consumer protection laws in all jurisdictions where we operate:

• EU Consumer Rights Directive: 14-day withdrawal period for EU customers
• UK Consumer Rights Act: Enhanced protection for UK customers
• Australian Consumer Law: Statutory guarantees and remedies
• GDPR Compliance: Data protection rights for EU/UK customers
• Local Regulations: Compliance with applicable local consumer laws

12. Business Account Returns

Business customers have additional considerations and options for returns:

Business-Specific Policies

• Extended Evaluation Period: 45-day return window for enterprise software
• Volume Purchase Protection: Special terms for bulk license purchases
• Deployment Issues: Returns available for deployment or integration problems
• Compliance Requirements: Returns for software not meeting business compliance needs
• Budget Approval: Returns for purchases made without proper authorization
• Vendor Relationship: Direct vendor communication for complex issues

Enterprise Return Process

Volume Purchase Considerations

• Partial Returns: Return unused licenses from bulk purchases
• Deployment Phases: Phased returns based on deployment schedules
• License Transfers: Transfer licenses between business units
• Upgrade Credits: Credit toward software upgrades or alternatives
• Contract Modifications: Modify existing agreements rather than full returns

13. Policy Changes

We may update this return policy from time to time to reflect changes in our business, legal requirements, or industry standards:

How We Handle Policy Updates

• Advance Notice: 30 days advance notice for significant policy changes
• Email Notifications: Direct email to all registered customers
• Website Announcements: Prominent notices on our website and customer portal
• Version Control: Clear version dating and change tracking
• Grandfathering: Existing purchases protected under original policy terms

Types of Changes

Change Type	Notice Period	Customer Impact	Effective Date
Minor Clarifications	Immediate	No impact on rights	Upon publication
Process Improvements	7 days	Positive impact	After notice period
Significant Changes	30 days	May affect rights	After notice period
Legal Requirements	As required by law	Compliance driven	As legally required

14. Contact Support

Our support team is here to help with all return-related questions and requests:

Support Channels

• Return Portal: Account Dashboard → Returns
• Email Support: returns@digitore.com
• Live Chat: Available 24/7 for immediate assistance
• Phone Support: +1 (555) 123-RETURN (738876)
• Business Support: enterprise@digitore.com
• International Support: Regional phone numbers available

Support Hours

Support Type	Hours	Response Time	Languages
Live Chat	24/7	Immediate	English, Spanish, French
Email Support	24/7	Within 4 hours	Multiple languages
Phone Support	Mon-Fri 8AM-8PM EST	Immediate	English
Enterprise Support	24/7	Within 1 hour	English

Before Contacting Support

To help us assist you more efficiently, please have the following information ready:

• Your order number or transaction ID
• Email address associated with your account
• Software name and version
• Detailed description of the issue
• Screenshots or error messages (if applicable)
• Your system specifications
• Steps you've already taken to resolve the issue

Our Commitment to You: We believe in standing behind every software license we sell. While digital products present unique challenges for returns, we're committed to finding fair solutions that protect both customers and software vendors. Your satisfaction is our priority, and we'll work with you to resolve any issues with your software purchases.