Legal · draft

Refund policy

Your rights under consumer law

Consumer guarantees that apply to you, such as those under the Australian Consumer Law (ACL) for Australian buyers, cannot be excluded, and nothing in this draft — or in any listing — takes those rights away.

If a digital product is not of acceptable quality, is not as described, or is not reasonably fit for a purpose that was made known, you are entitled to a remedy. For a major failure, you may choose a refund or a replacement. For a minor failure, we or the seller may provide a repair or replacement; if that is not done in a reasonable time, you may be entitled to a refund.

We will not use wording that denies a remedy where consumer law provides one.

Change of mind and downloads

Consumer law generally does not require a change-of-mind refund. Once a download has been issued, we may decline a request that is only a change of mind. That is always subject to your consumer-law rights: if the file is faulty, not as described, or otherwise does not meet a consumer guarantee, you may still be entitled to a remedy, including a refund.

How to report a problem

If something is wrong with a purchase, sign in and use Report a problem from My purchases or from the product page. Tell us what happened. Reports go to an administrator cases queue.

Where a refund is the appropriate remedy, the buyer is repaid in full, and both the platform fee and the seller share are reversed. If a card dispute or chargeback is recorded, the same fee-reversal path is used. You can also read the Terms of use and the Seller agreement for how holds and clawbacks work.

Questions about this page? Contact us · Help Centre