Refund and Digital Content Policy

Last updated: 20 July 2026

1. Scope

This policy applies to digital products purchased directly from PrimeDownloads.

It explains

• when cancellation rights apply;
• what happens when immediate download access begins;
• how faulty or incorrect files are handled;
• when a refund may be considered;
• how to request support.

Nothing in this policy limits statutory rights.

1. Digital content and immediate access

PrimeDownloads products are digital content supplied without a physical medium.

Before immediate supply begins, checkout must obtain your:

• express consent for the digital content to be supplied before the end of the usual cancellation period; and
• acknowledgement that you lose the right to cancel once supply begins.

Supply may begin when a download link or order-linked digital access is made available following payment.

Do not rely only on this policy.

Implement a mandatory unticked checkout checkbox with wording approved later in this task.

1. Before digital supply begins

Where digital supply has not begun and the law provides a cancellation right, you may contact us to request cancellation.

We will assess the request using the order and access records.

1. After digital supply begins

Once digital supply has begun following the required consent and acknowledgement, you will normally lose the right to cancel simply because:

• you changed your mind;
• you no longer need the product;
• you purchased the wrong product without checking its description;
• you do not have compatible software that was clearly stated as required;
• you expected a feature not included on the product page;
• you have already downloaded or accessed the files.

This does not affect rights relating to faulty, misdescribed or non-conforming digital content.

1. Faulty or misdescribed digital content

Digital content supplied to consumers must meet applicable legal standards, including being:

• of satisfactory quality;
• fit for a particular purpose made known and reasonably relied upon where applicable;
• as described.

Contact us where

• a file is corrupted;
• an advertised file is missing;
• the wrong product was supplied;
• a material function does not work as described;
• secure access repeatedly fails;
• the product materially differs from its published description.

We may ask for reasonable information such as

• order number;
• order email;
• product name or code;
• software and version;
• device or operating system;
• screenshot or error message;
• description of the steps taken.

1. Our first response

Where appropriate, we may first attempt to:

• restore download access;
• provide the correct file;
• replace a corrupted archive;
• explain the documented setup process;
• provide an updated version;
• repair the digital content within a reasonable time.

Where repair or replacement is impossible, unsuccessful, disproportionate or not completed within a reasonable time without significant inconvenience, an appropriate price reduction or refund may be available under applicable law.

1. Duplicate purchases

Contact us promptly where the same customer accidentally purchases the same product more than once.

Where records confirm a genuine duplicate purchase and no material additional benefit has been received, we will normally refund the duplicate transaction.

1. Failed payment but apparent charge

A pending bank authorisation is not always a completed payment.

Where checkout fails but a charge appears, contact your payment provider and PrimeDownloads with the relevant transaction information.

We will check whether an order was successfully created or payment settled.

1. Compatibility issues

Product pages state the principal file formats and compatibility information.

A refund will not normally be due where

• compatibility requirements were clearly disclosed;
• the supplied files conform to the description; and
• the customer attempted to use unsupported software.

Contact us before purchasing where compatibility is uncertain.

This does not affect rights where compatibility information was inaccurate or misleading.

1. Product customisation and outcomes

Refunds are not normally provided because

• the customer does not wish to customise a template;
• a template requires customer input;
• the product does not produce a hoped-for business or personal outcome;
• the customer prefers a different layout after receiving the accurately described product.

This does not apply where the product is materially defective or misdescribed.

1. Bundles

A bundle is supplied as one digital product unless the product page expressly states otherwise.

A customer cannot normally return or cancel only part of a correctly supplied bundle after digital supply begins.

Where a particular bundled file is faulty, we will address that file and any resulting statutory remedy appropriately.

1. Chargebacks

Contact us before initiating a chargeback so we have an opportunity to investigate and resolve the issue.

We may provide the payment provider with relevant order, consent, access, communication and download records when responding to a payment dispute.

Nothing in this section prevents a customer from using a lawful payment remedy.

1. How to request assistance or a refund

Email

info@primedownloads.co.uk

Include

• order email address;
• order number;
• product name or code;
• date of purchase;
• explanation of the issue;
• relevant screenshots or error messages.

We aim to acknowledge support and refund requests within two business days.

Complex cases may take longer to investigate, but we will keep you reasonably informed.

1. Refund method

Approved refunds are normally issued to the original payment method.

Processing times after approval depend on the payment provider and bank.

1. Statutory rights

This policy does not exclude or restrict rights that cannot lawfully be excluded under UK consumer law.

================================================== MANDATORY CHECKOUT CONSENT ==================================================

Add a mandatory unticked checkbox immediately before the final purchase button.

Use this exact wording

“I expressly consent to PrimeDownloads supplying my digital content immediately after payment, before the end of the 14-day cancellation period. I understand that once digital supply begins, I will lose my right to cancel, without affecting my rights if the digital content is faulty, not as described or otherwise does not conform to the contract.”

Requirements

• checkbox must not be pre-ticked;
• customer cannot complete purchase without selecting it;
• consent text must be visible and readable;
• store timestamp, order ID, wording/version and consent status;
• include confirmation of the consent in the order email or another durable format;
• do not bundle consent for marketing or optional cookies into this checkbox;
• test desktop, tablet and mobile;
• ensure keyboard accessibility and screen-reader labelling.

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