This policy applies to all downloadable guides, software tools, and multimedia resources related to aquariums and aquatic care offered in our online catalog. It outlines how you can request a refund, how submissions are handled, and what options are available once a review is complete. By purchasing any digital aquarium product, you agree to the processes described here.
1. Initiating a Refund Request
If you encounter an issue—such as corrupted files, broken download links, or a product that materially differs from its description—please contact our support team. Provide the title of the digital item, your order number, and a brief description of the problem. Screenshots or error messages can help us diagnose download or compatibility issues more quickly. All requests should be submitted via the contact form found on the product page.
2. Eligibility Review
Upon receipt of your request, our digital content specialists will verify eligibility. We check that the item in question has indeed been downloaded or accessed, and that it matches the described functionality or content outline. If the problem is technical—such as file corruption or broken links—we may provide a corrected download link in lieu of issuing a refund. For substantive content discrepancies, we evaluate how the product deviates from its advertised features.
3. Resolution Options
Once eligibility is confirmed, you may choose among the following outcomes:
- Corrected Download: If the issue stems from a technical error, we supply a fresh download link or an updated file package.
- Alternate Title Exchange: You may select a different digital aquarium resource of equal price from our catalog.
- Store Credit: Receive a credit equal to your purchase amount, redeemable against any other digital product.
- Full Refund: A refund of the purchase price is applied to your original payment method after final confirmation of the issue.
Please indicate your preferred resolution when submitting your request; we aim to honor that choice whenever possible.
4. Exceptions and Limitations
Certain circumstances affect refund eligibility. Customized or bundled packages that include multiple resources may be partially refunded only for the clearly defective component. If you have fully accessed a multi-part video course or used key segments of an interactive simulator, we may offer partial credit rather than a full refund. Requests that stem from user errors—such as incompatible hardware, outdated software environments, or accidental purchases—are evaluated case by case, and alternative resolutions (like technical support) may be recommended instead of refunds.
5. Communication and Timing
We strive to acknowledge all refund requests within 48 hours of submission. During the review period, you will receive progress updates via email. Once a resolution is approved, credits or download links are provided immediately, and refunds are processed within two billing cycles by payment providers. You will receive notification when your chosen resolution has been enacted.
6. Ongoing Policy Refinement
This policy reflects our current approach to digital product satisfaction and is reviewed periodically to incorporate new product lines and customer feedback. Any updates are posted to this page and apply to requests submitted after the change. We encourage you to review this policy before purchasing new digital content to ensure it aligns with your expectations.
We appreciate your confidence in our digital aquarium resources and remain committed to ensuring a seamless experience from download to application. Should you have any questions about this policy or require assistance beyond these provisions, our support team is ready to guide you.