Refund Policy

1Why digital goods work differently

When you buy a jacket you can send it back and we are no worse off. When you download a spreadsheet you keep it, whatever happens next. That is why download stores, including ours, do not offer a no questions asked return.

What that does not mean is that you carry the risk of a bad file. If what we sold you does not work, that is our problem and we pay for it. This page draws the line between those two situations.

2When we refund

You get a full refund in each of these cases.

The file is faulty

It will not open, it is corrupted, formulas are broken, pages are missing, links inside it are dead, or the download itself fails and we cannot deliver a working copy.

The product is not what the page described

A format listed on the product page is missing, a feature described is not there, or the content is materially different from the preview. Small cosmetic differences, such as sample data or a demo logo, do not count.

You received the wrong item

The order delivered a product you did not buy.

You were charged twice

Two charges for the same order. We refund the duplicate without you having to argue for it, usually before you notice.

You never got access

The payment went through, no download link ever worked, and we could not get one to you.

3When we do not refund

• You changed your mind after downloading. At checkout you asked for immediate delivery and acknowledged that this ends the 14 day withdrawal right. Section 7 of the Terms of Service sets out how that works.
• You bought the wrong product by mistake and have already downloaded it. Write to us anyway: we will usually swap it for the one you meant, which costs you nothing.
• You do not have the software the product needs. The required software is listed on every product page, before you pay.
• The product works but did not produce the results you hoped for. We sell tools, not outcomes. See the Disclaimer.
• You lack the skills to use it, where the product page states the level expected.
• You asked after 14 days, except where a statutory right in your country gives you longer, or where the fault only became apparent later.
• The licence was broken. A refund is not available where the product has been redistributed in breach of the Licence Agreement.

4How to ask for a refund

1. Email support@mkttool.com from the address used for the order.
2. Give your order number, which is in your confirmation email and under My account, Orders.
3. Say what went wrong, in one or two sentences.
4. If a file is broken, attach a screenshot or tell us the error message. It usually halves the time to a fix.

We reply within two business days. If we accept the refund, it is issued to the original payment method within five to ten business days, depending on your bank. We cannot refund to a different card or a different account.

Bank conversion fees and card fees charged by your own bank are not ours and cannot be refunded by us.

5Bundles and partial refunds

If a bundle is sold as one product and one file inside it is faulty, we fix that file. If it cannot be fixed, we refund the fair proportion of the bundle price that the file represents, or the whole bundle where the faulty file was the main reason to buy it.

Where a discount or a coupon was applied, the refund is calculated on the amount you actually paid, not on the list price.

6Before you open a chargeback

If something is wrong, email us first. A refund from us takes a few days. A chargeback takes weeks, costs us a fee whatever the outcome, and often ends with your account being closed to future purchases.

We will always refund a genuine fault. There is nothing to be gained by going to your bank before giving us a chance to fix it.

7Your statutory rights

Nothing on this page removes a right the law gives you where you live.

If you are a consumer in the European Union or the United Kingdom, you keep the right to a product that is as described, of satisfactory quality and fit for purpose, regardless of the withdrawal waiver you gave for instant delivery. If a product is faulty, those rights apply in full and are not limited by the 14 day window on this page.

Consumers in the EU may also use the European Commission online dispute resolution platform. We would rather hear from you directly first, and almost every case is settled by email in a day or two.