Refund policy

Refund Policy

1. Nature of Products
All products sold through Freestone Flies are digital products delivered electronically as downloadable PDF files. No physical item is shipped. Each product page states clearly that the product is a digital download. Because digital products are delivered instantly and cannot be returned, all sales are considered final once the purchased files have been successfully delivered to the buyer.

2. No Refund Policy
As digital products cannot be physically returned, refunds are generally not available once a product has been purchased and the download link has been made available to the buyer. By completing a purchase, the buyer acknowledges that the product is a digital download and accepts the non-refundable nature of digital goods.

3. Exceptions
Refunds may be considered, at the sole discretion of Freestone Flies, in the following cases:
a) The buyer is unable to access or download the product due to a verified technical issue on the part of the Store;
b) The product file is corrupted, incomplete or otherwise defective, and the issue cannot be resolved by our customer support (for example, by sending a new download link or a replacement file);
c) The buyer was charged more than once for the same order by mistake.

4. Refund Request Procedure
To request a refund under the exceptions above, the buyer must send a written request to [support@freestoneflies.com] within 14 days of the original purchase date. The request must include:
a) Full name and email address used for the purchase;
b) Order number (found in the order confirmation email, starting with #);
c) A detailed description of the issue, including any screenshots or supporting information.

5. Review Process
All refund requests are reviewed on a case-by-case basis. Freestone Flies reserves the right to approve or deny any refund request at its sole discretion. We make every reasonable effort to respond to all requests within 5 business days. Approved refunds are issued to the original payment method.

6. Download Support
If you have trouble downloading or opening your files, please contact us before requesting a refund. In most cases the issue is solved quickly by checking the spam or junk folder, downloading the files on a computer, or opening them with the free Adobe Acrobat Reader. We are always happy to send a new download link.

7. Chargebacks
Buyers are encouraged to contact Freestone Flies directly before opening a chargeback or dispute with their bank or payment provider. We respond to every request and will work with you to resolve any issue. Unjustified chargebacks may result in the buyer being permanently blocked from future purchases.

8. Acceptance of Terms
By completing a purchase on Freestone Flies, the buyer confirms that they have read, understood and agreed to this Refund Policy.