Refund Policy
Contents
1. Scope
This policy applies to the digital PDF products ("Products") you buy from Assayhouse through Stripe. Every Product is a digital file. Nothing is shipped. It forms part of our Terms.
2. What we always put right
Whatever the reason, and whether or not you have the right to withdraw, we put right:
- a PDF that does not arrive, or a download link that does not work;
- a file that is corrupted, incomplete or cannot be opened;
- a file that is materially different from its description on the product page;
- the wrong Product being delivered;
- a verified duplicate charge (see the Cancellation Policy).
3. Delivery problems
If you do not receive the PDF, or the link does not work, check the email address you used at checkout, your inbox and spam folder, and your Downloads folder. If it is still missing, email info@assayhouse.eu with your order number, the checkout email address, the Product name and a short description.
After we verify the order we will, as needed: restore or replace the link, resend the order information, email the PDF to the verified address, or use another secure delivery method. If we cannot deliver the Product without undue delay, you are entitled to a refund.
4. Faulty or incorrect files
If the PDF is corrupted, incomplete, cannot be opened or is materially different from its description, please contact us promptly with your order number, the Product name, a description of the problem, the device and PDF application you use, and a screenshot of any error message.
We first try to put it right free of charge, within a reasonable time and without significant inconvenience to you: technical help, a corrected file, a replacement copy, or the correct Product. If we cannot provide a working Product that conforms to its description, you may choose a price reduction or termination of the contract with a refund, as the law provides.
Where consumer law applies, we are liable for a lack of conformity that becomes apparent within two years of supply. We confirm receipt of a complaint by email without undue delay and decide on it within 30 days (see section 20 of the Terms).
5. Right of withdrawal
If you are a consumer in the EU, the EEA or the UK, you may withdraw from the contract within 14 days of the day it was concluded, without giving a reason. For a digital Product, the right ends once the download or access begins, if before paying you gave the consent and acknowledgement shown at checkout. Until then it applies in full.
To withdraw, use the Withdraw from contract here function at /withdraw, or email info@assayhouse.eu. We confirm receipt by email without undue delay, showing what you sent and the date and time we received it. If the withdrawal is valid, we refund every payment you made, using the original payment method, at no cost to you, without undue delay and at the latest within 14 days of receiving your withdrawal. The full rule is in section 18 of the Terms.
6. Change of mind after the download begins
At checkout you asked for immediate access, agreed that supply begins before the 14-day withdrawal period ends, and acknowledged that you lose your right of withdrawal once the download or access begins. After that point we do not offer a refund where the only reason is that:
- you changed your mind or no longer need the Product;
- you chose the wrong Product without checking its description, format or language;
- you expected content that the product page does not describe;
- your device or software cannot open a standard PDF that was described as such;
- you found a similar product elsewhere.
This section applies only if you gave that consent and the download or access has begun. Before that point, and wherever the law gives you a right, sections 5 and 9 apply.
7. Information we may ask for
Your order number, name, checkout email address, Product name, purchase date, a description of the problem, and screenshots or device details where relevant. We ask only for what is reasonably necessary to verify the order and investigate. How we handle this data is in our Privacy Policy.
8. Payments processed by Stripe
Stripe (acting through Link as Merchant of Record under Stripe Managed Payments) is the Merchant of Record. It receives the payment, issues the receipt, and pays out approved refunds. It may also handle refunds, disputes and chargebacks under its own buyer terms, the card networks' rules and applicable law, and it may at its own discretion issue a refund (including within 60 days of purchase to prevent a payment dispute). Our policy does not prevent Stripe from doing so. Stripe's terms never reduce your statutory rights.
9. Your statutory rights
Nothing in this policy limits a right or remedy that cannot lawfully be excluded.
- EU, EEA and UK. You may have a right to withdraw within 14 days, which ends as described in section 5. If a digital Product is faulty or not as described, you have the statutory remedies: bringing it into conformity, a price reduction, or termination and refund.
- Australia. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
- Other countries. Mandatory local consumer law continues to apply.
Where the law conflicts with this policy, the law prevails.
10. Refund method and timing
An approved refund is paid through Stripe to the original payment method, without undue delay and, where the law sets a deadline, within it. How soon the money appears depends on your bank or card issuer.
11. Effect of a refund
After a full refund your licence to the Product ends. Please stop using the PDF and delete the copies under your control. A refund does not transfer any intellectual property to you.
12. Chargebacks and payment disputes
If you have a delivery or Product problem, please contact us at info@assayhouse.eu first, so we can verify the order and resend, replace or correct the file. Nothing here removes your lawful right to dispute an unauthorised or otherwise validly disputed transaction. If a transaction is refunded, reversed or successfully charged back, your licence to that Product ends unless the law requires otherwise.