Eligible Refunds
Within 7 days, product is defective or misrepresented
Review Time
We review requests within 3 business days
Not Eligible
After 7 days, change of mind, or already downloaded & used
Overview
XYZ Marketplace sells digital products — files that are delivered instantly after payment. Because digital goods cannot be “returned” in the traditional sense, our refund policy is designed to be fair to both buyers and creators while protecting against abuse.
When You Are Eligible for a Refund
You may request a refund if all of the following are true:
- Your request is made within 7 days of purchase.
- The product has a qualifying issue:
- The file is corrupted or cannot be opened
- The content materially differs from what was described
- You were accidentally charged twice for the same product
- A technical error prevented download and support could not resolve it
When Refunds Are Not Available
- More than 7 days have passed since the purchase date
- You have changed your mind after downloading the product
- You purchased the wrong product (please preview before buying)
- The product meets its description but you found it unhelpful
- You dispute a charge via your bank without contacting us first
How to Request a Refund
- Go to My Library in your account.
- Find the order and click "Request Refund".
- Select the reason and submit. You will receive a confirmation email.
- Our team reviews within 3 business days and emails you the outcome.
- Approved refunds are returned to your original payment method within 5–10 business days depending on your bank.
Creator Responsibility
When a refund is approved, the corresponding portion of the sale is reversed from the creator's pending earnings. Creators are responsible for ensuring their products are accurately described and files are functional. Repeated refunds on a creator's products may result in account review.
Chargebacks
If you initiate a chargeback with your bank or card issuer without first requesting a refund through our platform, your account will be suspended pending investigation. Please contact us first — we want to resolve issues quickly and fairly.
Subscriptions (Creator Plans)
Creator Pro and Growth subscriptions are billed monthly. You can cancel at any time and your plan remains active until the end of the billing period. We do not provide partial refunds for unused subscription days unless required by law.
Contact Support
If you have questions or your refund window has expired but you have a genuine issue, please email us at support@xyzm.com. We review all cases individually.