1Digital Products — Cancellation#

Because digital products may be delivered or made accessible immediately after successful payment, cancellation requests made after delivery or access has been granted may be restricted.

Before completing payment, please review:

• Product description
• Included files and content
• Format
• Quantity
• Usage and licence rights
• Delivery method
• Refund and cancellation terms

2Cancellation Before Digital Delivery#

If you request cancellation immediately after placing an order and before the digital product has been delivered or access has been granted, the request may be considered.

Cancellation is not guaranteed once:

• the digital product has been delivered,
• download or access has been enabled, or
• fulfilment has otherwise started.

Where cancellation is approved, the eligible amount will be refunded through the original payment method or another legally permitted method.

3Incorrect or Failed Digital Delivery#

If your payment was successful but you did not receive access or download instructions because of a technical issue, please contact support.

We will:

1. 1Verify the transactionWe confirm the payment with our payment service provider.
2. 2Verify your orderWe match the payment to your order record.
3. 3Resend deliveryWe resend the delivery or access instructions to your purchase email.
4. 4Restore accessWe restore access to your account or download page where needed.
5. 5Refund if unresolvableWe issue an eligible refund where delivery cannot reasonably be completed.

4Duplicate Payment#

If you are charged more than once for the same order due to a duplicate transaction, the duplicate eligible amount will be reviewed and refunded after verification.

5Product Not as Described or Materially Defective#

If a delivered digital product is materially different from its published description, or is technically defective, contact support with:

• Order ID
• Purchase email
• A description of the problem
• Relevant screenshot, file, or error information

We will review the case and may provide:

• corrected or replacement files
• access restoration
• an alternative resolution
• a refund where appropriate

6Refund Eligibility#

Refund decisions are based on:

• the product purchased,
• the delivery and access status,
• the reason for the request,
• the evidence supplied,
• the published product terms,
• applicable law, and
• whether the issue can reasonably be resolved by replacement or access restoration.

7Situations Where a Refund May Not Be Available#

Subject to applicable law, refunds may generally not be available where:

• the digital product was successfully delivered or accessed and you simply changed your mind;
• you purchased the wrong product after being provided sufficient product information;
• you did not read the product description or licence before purchase;
• you have already downloaded or used the product and the request does not involve a qualifying defect, non-delivery, or other eligible circumstance;
• you violated the product licence or redistributed the product.

8How to Request a Refund or Cancellation#

Send your request to us by email or phone, or through the contact form. Support is available Monday to Saturday, 10:00 AM – 7:00 PM IST.

Please include:

• Full name
• Order ID
• Purchase email
• Date of transaction
• Product name
• Reason for refund or cancellation
• Relevant supporting details

We acknowledge refund requests within 1–2 business days and aim to complete the review within 7 business days.

9Refund Processing#

Once a refund is approved, we initiate it through the applicable payment or refund mechanism, normally back to the original payment method.

The amount may take several business days to appear in your bank, card, or payment account depending on the payment method, issuing bank, payment network, and payment provider. For refunds processed through Cashfree Payments, the exact credit time depends on the payment method and the banking or payment network, so we do not promise a fixed credit date.

10Refund Communication#

When a refund is approved and initiated, we send you a confirmation containing:

• Order ID
• Refund amount
• Refund initiation date
• Refund or reference ID, where available
• Expected processing information
• Support contact

11Checking Your Refund Status#

You can look up an order and its current payment or refund status on the Order Status page using your order number and purchase email.

If you have not received an approved refund within the communicated timeframe, contact us with the refund or order reference at business@excellentstars.in or +91 8630570364 and we will follow it up with the payment provider.