Effective Date: 01 July 2026

Welcome to Document Factory. We are committed to providing a trusted marketplace where customers can purchase high-quality digital products from independent sellers. Because our products are delivered digitally and are available for immediate download, refunds are subject to the conditions outlined below.

Document Factory is a digital marketplace that enables independent creators, businesses, educators, and professionals to sell digital products such as templates, eBooks, study materials, planners, forms, graphics, software resources, and other downloadable content.Due to the nature of digital products, all purchases are generally considered final once the product has been downloaded or accessed.However, we understand that exceptional circumstances may arise and will review refund requests fairly and reasonably.

A refund may be approved if:You were charged more than once for the same product.You purchased the same product multiple times by mistake.The downloaded file is corrupted or cannot be opened, and the seller is unable to provide a working replacement within a reasonable period.The product delivered is materially different from the description provided on the product page.The wrong digital product was delivered.A technical issue on the Document Factory platform prevented successful delivery of your purchase and the issue cannot be resolved.The seller agrees that a refund is appropriate.Each request will be reviewed individually.

3. Non-Refundable Purchases
Refunds will generally not be granted for:Change of mind after purchase.Purchasing the wrong product by mistake.Failure to read the product description before purchasing.Products that do not meet personal preferences or expectations where the product accurately matches its description.Incompatibility with software or devices not specified in the product requirements.Failure to use or download the purchased product.Lack of technical knowledge required to use the product where adequate information was provided.Requests made after the applicable refund period has expired.

4. Refund Request Period

Refund requests should be submitted within 14 days of the purchase date.Requests submitted after this period may not be eligible for consideration unless required by applicable consumer protection laws.

5. How to Request a Refund

To request a refund, please contact our support team and provide:Your full nameEmail address used for the purchaseOrder numberProduct nameReason for the refund requestAny supporting information or screenshots that may assist in our reviewOur support team may contact you for additional information if required.6. Review ProcessOnce your request has been received:We will acknowledge receipt of your request.We may investigate the issue with the seller.We may request additional information where necessary.A decision will be communicated as soon as reasonably possible.Document Factory reserves the right to approve or decline refund requests based on the evidence provided and the circumstances of each case.

7. Refund Method

If a refund is approved, it will generally be processed using the original payment method used for the purchase.Processing times may vary depending on your payment provider or financial institution.

8. Seller Responsibilities

Sellers are expected to:Accurately describe their products.Upload complete and functional files.Respond promptly to customer enquiries.Cooperate with Document Factory during refund investigations.Resolve legitimate customer concerns in good faith.Repeated complaints regarding misleading listings or defective products may result in corrective action, including the suspension or removal of products or seller accounts.

9. Customer Responsibilities

Customers are encouraged to:Carefully read product descriptions before purchasing.Review screenshots, previews, compatibility information, and included files.Contact the seller or Document Factory if they have questions before completing a purchase.Keep proof of purchase for future reference.

10. Consumer Rights
Nothing in this Refund Policy limits or excludes any rights you may have under applicable consumer protection laws.Where required by law, Document Factory will honour statutory consumer rights.

11. Policy Updates
Document Factory may update this Refund Policy from time to time to reflect changes in our services, legal requirements, or business practices.The latest version will always be published on our website.

12. Contact Us
If you have any questions about this Refund Policy or would like to request a refund, please contact us through our Contact Us page or by emailing our customer support team.We are committed to providing fair, transparent, and professional support to both buyers and sellers while maintaining the integrity of the Document Factory marketplace.