Refund and Returns Policy

Refund & Returns Policy

Aurea Line provides digital education services and downloadable / online-access learning materials. Because our products are delivered digitally, we do not accept physical returns. However, we treat every request fairly and review refund cases based on the specific situation, access status, and technical circumstances described below.

This policy explains when a refund may be available, what situations are not eligible, how to request support, and what information we may need to resolve the issue quickly.

1) Eligible Refund Reasons

A refund may be approved when the purchased digital service cannot be delivered or accessed as described, and we are unable to resolve the issue within a reasonable timeframe.

  • Non-delivery of digital access: you do not receive the download link, access email, or platform access due to a system error.
  • Repeated technical failure: the file(s) cannot be opened or used due to corruption or incorrect delivery, and replacement does not solve the issue.
  • Duplicate purchase: the same product was purchased twice by mistake (same customer, same item, same timeframe).
  • Incorrect product delivered: you received access to the wrong digital guide or wrong file package.
  • Billing error: you were charged incorrectly due to a payment processing issue (verified by transaction evidence).
  • Service not provided: if the product includes scheduled support or a delivered component that was not provided as described.

2) Technical Support First

Most issues can be solved quickly through support. Before a refund is issued, we may offer troubleshooting, re-delivery of files, or alternative access methods.

  • Re-sending download links or access emails.
  • Providing alternative file formats when available.
  • Step-by-step guidance for opening files or accessing a platform module.
  • Verifying device, browser, and account login configuration.
  • Replacing corrupted or incomplete downloads.

3) Non-Refundable Situations

Because digital products can be accessed instantly and cannot be “returned” in a traditional way, refunds are generally not offered for the reasons below.

  • Change of mind: deciding you no longer want the product after purchase.
  • Incompatibility not listed: your device/software does not support the product when requirements were shown on the product page.
  • Lack of expected outcome: results depend on skill level, practice, and workflow; we cannot guarantee a specific business or creative outcome.
  • Failure to use the product: you did not download, watch, or apply the training after purchase.
  • Pricing changes or promotions: if the price changed after your purchase, or a discount became available later.
  • Unauthorized sharing: account/file sharing or redistribution violates our Terms and voids refund eligibility.

4) Timeframes & Fair Use

Refund requests should be submitted as soon as possible after the issue occurs. We evaluate requests based on delivery status, support history, and whether access/download was completed.

  • Recommended window: contact us within 7 days of purchase for the fastest resolution.
  • Access status matters: extensive consumption (downloads / full access) may limit eligibility.
  • Case-by-case review: we reserve the right to approve or deny requests based on verified facts.

5) What We May Request

To investigate quickly and protect customers from fraud, we may request basic information connected to the order.

  • Order number and purchase email.
  • Transaction confirmation or payment receipt (if available).
  • Screenshot or short description of the issue (error message, missing access, file problem).
  • Device / browser information for troubleshooting.
  • Confirmation of the product name and purchase date.

6) How Refunds Are Processed

If a refund is approved, it is issued to the original payment method. Processing times depend on the payment provider.

  • Refunds are returned to the same payment method used at checkout.
  • We do not control bank or card processing timelines after submission.
  • If partial delivery occurred, we may offer a partial refund when appropriate.
  • Chargebacks should be used only after contacting support, as they slow resolution and may restrict account access.

Need Help?

If you experience any delivery or access issues, please contact our support team first. We aim to resolve problems quickly and fairly. When contacting us, include your order number and the email used at checkout to speed up the process.

Support request review is typically handled in the order received. We appreciate your patience and will do our best to provide a clear resolution as soon as possible.