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Refund policy

 

Digital Products Refund Policy

All products sold by Gradeco Store are digital downloads. Due to the nature of digital content, refunds are available only in the limited cases outlined below.

Eligibility for Refund

30-Day Refund Window (Before Access)

You may request a refund within 30 days of purchase if:

  • You have not downloaded, streamed, or accessed the product in any way
  • You purchased by mistake or changed your mind before accessing the product
  • The product is faulty, not as described, or fails to meet consumer guarantees

What "accessed" means: A product is considered accessed once you have downloaded it, opened it, or used any product key/license provided. Simply viewing the product description or purchase confirmation does not count as access.

After Access (Exceptional Cases Only)

Once a product has been downloaded, accessed, or viewed, all sales are considered final. Refunds may be granted in exceptional cases if:

  • You experience technical issues that prevent access despite following our support instructions and working with our team
  • The product is materially defective and cannot be used as intended

Non-Refundable Circumstances

Refunds will not be issued for:

  • Change of mind after the product has been accessed
  • Incorrect setup, software incompatibility, or system requirements not met (please check requirements before purchase)
  • Lack of experience with editing software or LUT application
  • Requests made more than 30 days after purchase
  • Issues caused by third-party platforms or apps (e.g., Blurrr, CapCut) outside our control

Refund Amount

  • Approved discretionary refunds will be issued at 92% of the original purchase price to cover non-recoverable payment processing and administrative costs
  • Where required by law (including cases involving major faults under Australian Consumer Law, EU consumer protection laws, or other applicable consumer rights), a full 100% refund will be issued
  • Refunds will be processed within 5-10 business days of approval

Your Consumer Rights

This policy does not limit or replace your statutory rights under local consumer protection laws.

Australian Customers

Under Australian Consumer Law, you are entitled to a full refund if a digital product:

  • Has a major problem (e.g., is unusable, significantly different from description, or unsafe)
  • Is not delivered as promised or fails to meet consumer guarantees
  • Cannot be fixed within a reasonable time

These rights apply regardless of our standard store policy, and no fee will be deducted from refunds issued under consumer guarantee provisions.

European Union Customers

Under the EU Consumer Rights Directive (2011/83/EU):

  • You have a 14-day right to withdraw from your purchase
  • Important: By providing express consent at checkout and downloading or accessing the digital content, you acknowledge that your right of withdrawal ends immediately upon access, as permitted under Article 16(m) of the Directive
  • If there is a defect or the product is not as described, you retain the right to a remedy regardless of whether you have accessed the content

United States and Other Regions

While this policy outlines our standard practices, it does not override your statutory rights under local consumer protection laws. If your region provides additional consumer protections, those rights remain in effect.

How to Request a Refund

To initiate a refund:

  1. Email (hello @grade-co. com) within the applicable refund window
  2. Include your order number, purchase date, and a clear explanation of your issue
  3. For technical issues, describe the problem and steps you've already taken
  4. We'll respond within 2 business days

Pre-Purchase Checklist

Before completing your purchase, please:

  • Review the product description and sample images/videos carefully
  • Check the system requirements and compatible software listed on the product page
  • Ensure you have the necessary software to use the product (e.g., Lightroom, Premiere Pro, DaVinci Resolve, etc.)
  • Read user reviews and ratings if available

Refunds will not be granted for incompatibility with unsupported software or failure to meet listed system requirements.

Questions?

If you're unsure whether a product will work for your needs, please contact us at

hello @grade-co.com

before purchasing. We're happy to help you make an informed decision.