Refunds & returns.

We sell digital products. There's nothing to ship back. No boxes, no return labels, no "please repackage the item in its original condition." Once a digital product is delivered and accessed, it can't be returned in the traditional sense. That's just the nature of what we sell.

That doesn't mean you're stuck if something goes wrong. We have a fair refund and replacement policy, and we stand behind our products. Below is the full breakdown of how it works for each product type. Read it before you buy so there are no surprises later.

Think about it this way. If you buy a shirt and it doesn't fit, you send it back. The store gets the shirt. You get your money. Both sides walk away clean.

Digital products don't work like that. Once we email you a license key, a set of login credentials, or a finished logo file, you have it. We can't "take it back." You can't put a password back in an envelope and mail it to us. The information has been transferred, and in most cases, used.

Because of this, our refund policy is more specific than what you'd see at a clothing store. But it's not designed to trap you. It's designed to be fair to both sides.

These apply across all products unless a specific product section below says otherwise.

• Refund requests must be made within 48 hours of delivery for digital products (keys, credentials, access). For services like logo design and WordPress work, the timeline is different (covered below).
• You must contact us at contact@digitalnepal.shop with your order number and a clear explanation of the issue.
• We will always try to fix the problem first. Replacement or re-delivery comes before a refund.
• If we cannot resolve the issue within a reasonable timeframe (usually 3–5 business days), we will issue a full refund.
• Refunds are processed to the original payment method. Processing time depends on your bank or payment provider, typically 5–10 business days after we approve the refund.
• We do not issue refunds for change of mind, buyer's remorse, or failure to read the product description before purchasing.

And our 7-day promise still stands: if delivered credentials simply don't work, you get a free replacement or a full refund within 7 days — whichever you prefer. A screenshot proof is enough.

These are the products where you receive login credentials or get added to a team.

Refund eligible:

• You paid but never received your credentials within the stated delivery window, and we're unable to deliver within an additional 24 hours.
• The credentials don't work at all upon first attempt, and we're unable to provide working ones.
• Access drops significantly before the stated duration ends due to an issue on our side, and we cannot restore it.

Not refund eligible:

• You received the credentials and used them, even briefly.
• You changed the account password, email, or recovery settings and locked yourself out.
• You shared your credentials with someone else and lost access as a result.
• You left the Canva team or removed yourself from the shared account voluntarily.
• The third-party platform (Netflix, Canva, Surfshark) changed its policies or features in a way that slightly alters your experience.
• You simply decided you don't want the product anymore after receiving it.

In most cases where access drops due to our fault, we'll replace your access or extend your duration rather than issue a refund. We'd rather keep you happy with the product you paid for. But if we genuinely can't fix it, you get your money back.

Refund eligible:

• The key is invalid or fails to activate, and we cannot provide a working replacement within 48 hours.
• You received the wrong edition (ordered Pro, got Home) and we cannot correct it.

Not refund eligible:

• The key has already been successfully activated on a PC.
• You purchased the wrong edition by mistake and already used the key.
• Your PC doesn't meet Windows 11 system requirements (TPM 2.0, Secure Boot, etc.) and the key won't activate because of hardware incompatibility. This one is on you. Please check compatibility before buying.
• You lost the key after delivery. We can try to resend it from our records, but a refund won't apply.

If a key is defective, we'll replace it first. That's faster and simpler for everyone. Refunds are the last resort.

Refund eligible:

• The course cannot be gifted because the instructor has disabled gifting, and no suitable alternative is available.
• We fail to deliver the course gift within 72 hours of receiving your course link, and the delay is entirely on our side.

Not refund eligible:

• The course has been successfully gifted and accepted into your Udemy account.
• You changed your mind about the course after we've already gifted it.
• You sent us a course link that is no longer available or has been removed by the instructor.
• You didn't send the course URL within 12 hours of ordering, causing a delay.

Once a course lands in your Udemy library, it's yours permanently. We can't pull it back. So refunds at that stage aren't possible.

This one is a bit different because it's a service, not a pre-made digital file.

Full refund:

• You cancel before we begin any design work. No concepts started, no brief reviewed by the designer. You get 100% back.

Partial refund:

• We've started working on your concepts but haven't delivered anything yet. The refund amount depends on how far along the work is. We'll assess it case by case and be transparent about the deduction.

No refund:

• Final files have been delivered and you've received them.
• You simply don't like the design after all revision rounds have been completed (Premium tier includes unlimited revisions, so this shouldn't happen if you engage with the process).
• You went silent for more than 14 days during the revision phase, and the project was closed due to inactivity.

A note on revisions: the revision process exists so you can shape the design into something you love. Use it. Give us clear feedback. Tell us what's not working. We'd rather do three more rounds and get it right than have you walk away unhappy. But revisions are for refining a chosen direction, not for requesting an entirely new concept from scratch after you've already approved one.

This covers all six variations: Plugin/Theme Installation, Setup & Configuration, Fix/Troubleshooting, Cleanup & Bloat Removal, Maintenance, and the Basic WordPress Website (up to 5 pages).

Full refund:

• You cancel before we start any work — no site access taken, no hours spent. You get 100% back.
• We can't deliver what the variation describes, for reasons on our side.

Partial refund:

• Work has begun but isn't finished. The refund depends on how much is done — we assess it case by case and show you exactly what we're deducting for.

No refund:

• The work is completed and delivered — site set up, problem fixed, cleanup done, maintenance performed, or website handed over.
• You went silent for more than 14 days while we were waiting on credentials, content, or feedback, and the order was closed due to inactivity.
• The same problem returns because something changed after our fix — a new conflicting plugin, theme edits, hosting changes, and so on.
• The delay was caused by incorrect or incomplete information from your side (wrong logins, missing content, no response).

A note on access: for WordPress work we need admin (and sometimes hosting) access to your site. We use it only for the work you ordered, nothing else — and we recommend you change those passwords once the job is delivered.

And our workmanship promise: if something we built or fixed breaks within 7 days of delivery, we'll put it right for free.

Keep it simple. Email us at contact@digitalnepal.shop with the following:

• Your order number
• The product name
• A clear description of the problem
• Any screenshots or evidence if applicable (error messages, non-working keys, etc.)

We'll acknowledge your request within 24 hours. Most issues are resolved within 2–3 business days. Complex cases might take up to 7 business days, but we'll keep you updated throughout.

Email is best because it keeps a written record — but WhatsApp works too if that's easier for you. Same response times.

In most cases, we'll offer a replacement first. A new key. A fresh set of credentials. A re-delivery of files. An extra revision round. Whatever makes sense for the product.

Why? Because it's usually faster than processing a refund through payment gateways and banks. And honestly, most of the time, the product works fine. It's just a small hiccup in delivery or activation. A quick fix gets you sorted without the wait.

But if a replacement isn't possible or doesn't solve the problem, we'll refund you. No arguments. No runaround.

Once we approve a refund, here's what to expect:

• We initiate the refund on our end within 1–2 business days.
• The money goes back to your original payment method.
• Your bank or payment provider then takes their time. Usually 5–10 business days. Sometimes faster. Occasionally slower. That part is out of our hands.

If it's been more than 10 business days and you haven't seen the refund, check with your bank first. Then contact us and we'll verify the transaction on our side.

Let's put this plainly so there's no confusion:

• Products that were delivered, accessed, and used successfully.
• Change of mind after purchase.
• Failure to read the product description, system requirements, or terms before buying.
• Issues caused by your own actions (changing passwords, sharing credentials, ignoring instructions).
• Partial use of a product (you used Netflix for 20 days and want a refund for the remaining 10).
• Third-party platform changes that don't fundamentally break your access.
• Shipping or transaction fees charged by your bank (if any).

We're not robots. We understand that sometimes situations don't fit neatly into a policy box. If something unusual happens and you feel the standard policy doesn't cover your situation fairly, talk to us. Explain what happened. We'll listen.

We've made exceptions before when the circumstances warranted it. We can't promise we will every time. But we'll always consider it.

Just to state the obvious clearly: there are no "returns" on digital products. You can't send back an email. You can't return a password. Once delivered and accessed, the product is yours.

Our policy is built around refunds and replacements, not returns. The word "returns" is in the title of this page because people search for it. But in practice, it's all about refunds and making things right when something goes wrong.

We may update this policy from time to time. New products might need new refund conditions. Payment processors might change their timelines. Laws might shift.

When we update this page, the new date goes at the top. Changes apply to orders placed after the update. If you bought something before the policy changed, the version in effect at the time of your purchase applies to you.

If anything in this policy is unclear, or if you're not sure whether your situation qualifies for a refund, just ask. Email us at contact@digitalnepal.shop before or after your purchase. We'd rather answer a question upfront than deal with a dispute later.

Website: digitalnepal.shop  ·  Email: contact@digitalnepal.shop