Refunds & Right of Withdrawal

This page explains how refunds work for products sold by Velquaria ("we", "us", "our"), and how your statutory rights interact with our voluntary refund policy. Velquaria sells digital products (ebooks, strategy packs, printable PDFs and similar downloadable content) that are delivered instantly by a download link after purchase.

Because our products are digital and made available for immediate download, some of the rules below differ from those that apply to physical goods. Please read this page carefully before you complete your purchase. At checkout you are asked to give express consent that delivery begins immediately and to acknowledge that this affects your statutory right to withdraw (see the EU/UK section below).

Seller of record: {{SELLER_LEGAL_NAME}}, {{SELLER_ADDRESS}}. Questions and requests: [email protected].

1. Our 14-Day Money-Back Guarantee (Voluntary Policy)

As a commercial goodwill policy — separate from and in addition to any statutory rights you may have — we offer a 14-day money-back guarantee on eligible purchases.

• Window: You may request a refund within 14 days of your purchase date.
• Discretionary: This is a voluntary, discretionary policy we offer as a courtesy. It is not a statutory entitlement, and offering it does not waive, replace, or limit any mandatory consumer rights you have under the law of your country (see Sections 2–6).
• How it works: Email [email protected] from the address used at purchase, with your order reference, and tell us you'd like to use the guarantee. We may ask a brief question about your reason, but you do not need to prove the product was faulty to use this policy.
• Abuse: We may decline or limit this voluntary guarantee where we reasonably believe it is being misused (for example, repeated purchase-and-refund of the same or similar products, or bulk downloading of an entire catalogue followed by a refund request). This does not affect your statutory rights.

If your request falls outside this voluntary window, you may still have statutory rights — for example, if a product is faulty or not as described (see Sections 4–6).

2. EU & UK: Statutory Right of Withdrawal for Digital Content

If you are a consumer in the European Union or the United Kingdom, you normally have a 14-day cooling-off period during which you can withdraw from a distance contract without giving a reason. This right comes from the EU Consumer Rights Directive (2011/83/EU) and, in the UK, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Important exception for immediate-access digital content. For digital content that is not supplied on a tangible medium (such as our instant-download PDFs), this cooling-off right is lost once supply has begun, provided that:

1. you gave express prior consent for the download/supply to begin immediately during the cooling-off period; and
2. you acknowledged that, by doing so, you would lose your right of withdrawal once supply begins.

This is set out in Article 16(m) of the EU Consumer Rights Directive and, in the UK, Regulation 37 of the CCRs 2013.

What this means for you in practice:

• At checkout, we ask you to tick a consent box confirming both points above. This box is not pre-ticked — you must actively agree.
• If you give that consent and then start the download, your 14-day statutory withdrawal right ends at that point, and a refund is not owed to you under the withdrawal rules.
• If you do not give that consent, or if delivery has not yet begun, your 14-day withdrawal right remains available and you may cancel for any reason.

To be clear: even where the statutory withdrawal right no longer applies, you still keep your statutory rights if a product is faulty, defective, or not as described (see Section 4), and you may still be eligible for our voluntary 14-day guarantee (Section 1).

If your statutory withdrawal right does apply and you exercise it in time, we will refund all payments received from you without undue delay and no later than 14 days after we are informed of your decision, using the same payment method you used, at no fee to you.

3. United States

There is no general federal "cooling-off" right for online digital purchases in the United States. Refund eligibility is governed by this policy and by applicable state consumer-protection law. Some states provide additional remedies for goods that are misrepresented or defective.

Regardless of your state, our voluntary 14-day money-back guarantee (Section 1) is available to you on eligible purchases, and applicable state law rights are unaffected.

4. Faulty, Defective, or "Not As Described" Products (All Regions)

Independently of the voluntary guarantee and the withdrawal rules, if a product is faulty, corrupted, inaccessible, or materially not as described on the product page, you are entitled to a remedy under applicable consumer law. Depending on the issue and your jurisdiction, an appropriate remedy may be a repair/replacement file, a re-supply of the correct product, or a refund.

Please contact [email protected] with your order reference and a description of the problem (for example, a file that won't open or a download link that fails), and we will work to resolve it promptly. Where possible we will first try to re-deliver or fix the file; if that does not resolve the issue, we will refund.

5. Australia & New Zealand: Non-Excludable Consumer Guarantees

Australia (Australian Consumer Law). Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Among other things, digital products must be of acceptable quality, match their description, and be reasonably fit for any purpose we describe. If a product fails to meet a consumer guarantee, you may be entitled to a remedy — a replacement or a refund for a major failure, and compensation for reasonably foreseeable loss or damage. Nothing in this policy (including the voluntary 14-day guarantee) limits or removes these rights.

New Zealand (Consumer Guarantees Act 1993). Similarly, where you buy as a consumer in New Zealand, our products carry guarantees that cannot be contracted out of under the CGA 1993, including that goods are of acceptable quality and match their description. If a product does not comply, you are entitled to a remedy under the Act. This policy does not limit those statutory guarantees.

6. Canada

Canada has no general federal cooling-off right for digital purchases; consumer-protection rules are largely set at the provincial/territorial level and vary by region. Some provinces provide remedies for misrepresented, defective, or undelivered goods. Your applicable provincial rights are unaffected by this policy, and our voluntary 14-day money-back guarantee (Section 1) remains available on eligible purchases.

7. How to Request a Refund

1. Email [email protected] from the email address used for the purchase.
2. Include your order reference / receipt number and the product name.
3. Tell us whether you are using the voluntary 14-day guarantee (Section 1) or reporting a faulty / not-as-described product (Section 4). A short reason helps us help you, but is not required for the voluntary guarantee.

We aim to acknowledge refund requests within a few business days.

8. Refund Method, Timing & Currency

• Method: Approved refunds are issued to your original payment method via the processor you used — Stripe (card) or PayPal. We cannot refund to a different card, account, or method.
• Processing time: Once approved, we initiate the refund promptly. The time for the money to appear depends on your bank, card issuer, or PayPal, and is typically a few business days, though it can take longer.
• Currency & fees: Refunds are made in the original transaction currency for the original amount paid. We do not charge a refund fee; however, currency conversion differences or third-party fees applied by your bank/payment provider are outside our control.

9. What Is and Isn't Refundable

Generally refundable:

• Purchases within the voluntary 14-day window (Section 1), subject to the abuse provisions.
• Faulty, corrupted, undelivered, or not-as-described products (Section 4), and anything covered by non-excludable statutory guarantees (Sections 2, 5).
• Duplicate/accidental charges for the same order.

Generally not refundable:

• Requests made after the voluntary window, where no statutory right applies and the product is not faulty or misdescribed.
• Purchases where you gave express consent to immediate download and acknowledged loss of the withdrawal right, and delivery has begun (EU/UK) — except where the product is faulty or not as described, or where the voluntary guarantee is granted.
• "Change of mind" on a fully-delivered, working, as-described product that falls outside every policy above.
• Issues caused solely by your own environment (for example, lacking a PDF reader) where the file itself is valid — though we will always try to help you access your purchase first.

Nothing in this section overrides your mandatory statutory rights.

10. Chargebacks

If you believe a charge is wrong, please contact us first at [email protected] — we can usually resolve issues faster than a formal dispute. Filing a chargeback or payment dispute with your bank or PayPal before contacting us may delay resolution. Where a chargeback is opened, we may provide the payment processor with transaction and delivery records (including proof of download and your checkout consent). Nothing here limits your legal right to dispute a genuinely unauthorised or fraudulent transaction.

11. Contact & Updates

• Refunds & support: [email protected]
• Seller of record: {{SELLER_LEGAL_NAME}}, {{SELLER_ADDRESS}}

We may update this policy from time to time. The version shown at the time of your purchase governs that purchase. This page is a general summary in plain English and does not replace the specific rights granted by the law applicable to you.

This document is a DRAFT prepared for internal review and must be reviewed and approved by a qualified legal professional before publication. It is not legal advice.