We want you to be happy with what you buy. Because our Products are digital and delivered immediately, the rules below explain when a refund is available. This Policy forms part of our Terms of Service.
1.The short version
- If a Product is faulty, corrupted, or not as described, you are entitled to a fix or a full refund.
- If you bought the wrong item by mistake and have not yet downloaded or opened it, contact us within 14 days and we will refund you.
- Once a digital Product has been successfully delivered and downloaded, it generally cannot be “returned”, so refunds for change of mind are limited (see below).
2.Immediate delivery and your right to cancel
Our Products are supplied as a one-off digital download, with delivery beginning as soon as your payment is confirmed. By completing your purchase you ask us to deliver immediately and you acknowledge that, once download has begun, any statutory “cooling-off” or cancellation right that would otherwise apply to distance purchases may no longer be available.
3.When we will refund
- Technical fault — the file will not open, is corrupted, or the wrong file was sent and we cannot promptly supply a working copy.
- Not as described — the Product materially differs from what the product page described.
- Duplicate charge — you were charged more than once for the same order.
- Non-delivery — you never received your Product and we are unable to deliver it.
- Wrong item, not yet downloaded — you purchased the wrong Product and have not downloaded it; tell us within 14 days.
4.When we may not refund
- change of mind after a Product has been delivered and downloaded;
- the Product works as described but does not match a personal preference;
- requests made a long time after purchase, where the Product has clearly been used.
Even in these cases we may offer a partial or goodwill refund at our discretion — just ask.
5.Your statutory rights
Nothing in this Policy limits the guarantees you have under the New Zealand Consumer Guarantees Act 1993 or other consumer law that cannot be excluded. If a Product is not of acceptable quality or does not match its description, your statutory remedies apply regardless of anything above.
6.How to request a refund
Email support@clavissinica.com from the address you used at checkout, with your order number (in your confirmation email) and a short description of the problem. We aim to reply within 2 business days. Approved refunds are returned to your original payment method via Stripe, normally within 5–10 business days depending on your bank.
7.Contact
Any question about a refund? support@clavissinica.com or our Contact page.