Refund & Exchange Policy
Effective date: August 1, 2025
Effective date: August 1, 2025
If your purchased digital product is defective, corrupted, missing essential files, or materially different from the product description, contact us within 30 days of purchase and we’ll do one of the following at your choice:
Provide a corrected file or replacement download, or
Issue a full refund to the original payment method if we cannot fix the problem within the stated timeframes below.
This policy is designed to protect buyers from bad or misdescribed files while also protecting the integrity of digital delivery.
To be eligible for a refund under this policy, your issue must meet one or more of the following:
The download link is broken or the files fail to download properly.
One or more files are corrupted or unreadable.
The product is materially different from the description or sample shown on the sales page.
The product is missing advertised components (for example: missing templates, assets, or license files).
If your issue is more of a usability question (e.g., how to use the template or edit the file), we’ll provide support first and work with you to resolve it.
Refunds will generally not be granted for:
Change of mind or buyer’s remorse after downloading and using the files.
Minor differences in appearance that are clearly shown in product previews or sample pages.
Claims arising from unauthorized sharing, redistribution, or resale of the product.
Free, heavily discounted, or promotional items that are sold as “final sale” or non-refundable in the offer.
Custom work, commissions, or modifications that were created to the buyer’s specifications (unless otherwise agreed in writing).
Email us at support@nexeltolife.com with the subject line: Refund request — Order #.
Include the following in your email:
Order number and date of purchase.
Your full name and the email used to place the order.
A short description of the problem.
Attachments or screenshots demonstrating the issue (corrupt files, error messages, missing files, etc.).
We’ll acknowledge your request within 24 business hours and start troubleshooting immediately.
Initial response: within 24 business hours of receiving your refund request.
Troubleshooting & replacement: we will attempt to repair/replace the file(s) within 48 hours of receiving the evidence required.
Refund decision: if we cannot resolve the issue within the troubleshooting window, we will process a full refund to the original payment method.
Refund processing time: once approved, refunds are typically processed within 3–7 business days depending on the customer’s bank or payment provider.
If additional investigation is required (e.g., suspected fraud or chargeback disputes), resolution may take longer; we will keep you informed throughout.
If you file a chargeback with your bank or card issuer without contacting us first, we may be limited in our ability to help. We ask that you contact us first so we can attempt a quick resolution. If a chargeback is initiated and we can verify the product was delivered and the issue has been resolved or does not meet refund eligibility, we may contest the chargeback with evidence.
Refunds will be issued to the original payment method whenever possible. If that’s not available, we will offer an alternative refund method (such as store credit or manual bank transfer) at our discretion.
Bundle or discounted purchases: If your purchase was part of a bundle or used a discount code, refunds may be prorated across items in the bundle. We’ll explain the calculation when responding.
License disputes: If your request relates to usage rights or licensing, we’ll first confirm the license that was sold. We do not issue refunds based on hypothetical or alternative uses that were not represented in the listing.
This policy does not limit any statutory rights you may have under applicable consumer protection laws. If local law mandates a longer refund window or additional rights, we will comply with those legal requirements.
For refunds and support, please contact:
Email: support@nexeltolife.com
Support hours: Monday–Friday, 9:00 AM–6:00 PM (your local time). We aim to respond to all inquiries within 24 business hours.
We may update this Refund Policy from time to time. The effective date at the top shows when this version applies. Significant changes will be posted on the site and will not affect refunds for purchases made before the change, except as required by law.
Thank you for choosing Nexel To Life. We sell high-quality digital products and want every customer to be satisfied. This Refund Policy explains when we offer refunds, how to request one, and what to expect. It’s written in plain language for easy use — friendly, fair, and focused on resolving problems quickly.