At Hexmark Records, we strive to ensure our customers are satisfied with their digital purchases. However, due to the nature of digital products, certain conditions apply to our refund policy. Please read the following policy carefully.

1. Eligibility for Refunds

Due to the instant delivery and inherent characteristics of digital downloads, we can only offer refunds under specific circumstances:

• Technical Issues: If the digital product you purchased is defective, corrupted, or unusable due to technical issues that are the fault of Hexmark Records, we will provide a refund or a replacement.

To qualify for a refund, the following conditions must be met:

• The refund request must be made within 30 days of the purchase date.
• You must provide proof of purchase (e.g., order number, receipt).
• Detailed description and evidence of the issue (e.g., screenshots, error messages).

We cannot issue refunds under the following circumstances:

• Change of mind after purchase.
• Inability to access the digital product due to non-compatibility with your device or software.
• Requests made after 14 days from the purchase date.
• Products purchased at a discount or as part of a bundle, unless the entire bundle is faulty.
• Claims of misrepresentation if a demo version of the product was available for trial before purchase.

If you encounter issues downloading your digital product at any time in the future, please follow these steps:

• Ensure that you are logged into your account and that your internet connection is stable.
• Contact our customer support team at [email protected] if you continue to experience issues. Our team will assist you in resolving any download problems.
• Note that download issues due to third-party software, network restrictions, or personal device configurations do not qualify for refunds but will be supported to the best of our ability.

If you believe you qualify for a refund based on the criteria above, please follow these steps:

• Contact our customer support team at [email protected] with your order details and a description of the issue.
• Our support team will review your request and respond within 3-5 business days.
• If approved, the refund will be processed within 3-5 business days, and a credit will automatically be applied to your original method of payment.

For any questions or concerns regarding our refund policy, please contact us at: [email protected]

Hexmark Records Ltd, Wisteria, The Grange Barn Pikes End, Pinner, London, HA5 2EX, United Kingdom. +44 (0)330 0433817