Refund and Cancellation Policy

1. About this policy

This policy explains when you can cancel a purchase from Deluxe Konsignment, when you can get a refund, and how to ask for one. It applies together with our Terms of Service and Delivery Information. You buy from Deluxe Konsignment LLC; see our Terms of Service, section 1.

It covers five kinds of purchase, which follow different rules:

• eBooks, toolkits, templates and other downloads (section 3);
• online courses (section 4);
• procurement advisory services (section 5);
• physical goods we source for you (section 6);
• all categories, if something is faulty, missing or not as described (section 7).

Nothing in this policy limits any right you have by law that cannot be excluded. If this policy and the law differ, the law applies.

2. Consumers and business customers

You are a consumer if you buy for personal purposes, outside your trade or profession. Consumers have legal rights, explained in this policy, that we respect in full.

You are a business customer if you buy for your business or employer. The consumer withdrawal right does not apply to business customers. Refunds then follow this policy and any written agreement with us, and section 7 (faulty or missing products) applies to everyone.

3. eBooks, toolkits, templates and other downloads

Downloads are supplied immediately after payment.

Before you pay, checkout asks you to tick a box confirming that you want immediate access and that you understand you lose your 14-day withdrawal right once access begins. You cannot complete the order without ticking it, and we confirm your choice in your order email.

• No refunds once access has begun. Because you asked for immediate access and acknowledged losing the withdrawal right, we do not refund downloads for a change of mind, buying the wrong product, or no longer needing it.
• If our consent confirmation was not given or not confirmed to you, you keep the right to withdraw within 14 days of purchase and receive a full refund.
• Faulty or missing files are always put right under section 7, even after you have downloaded them.

4. Online courses

Courses are delivered online, over time, through your student account.

• Within 14 days of purchase, you can cancel without giving a reason.
• If you have already started, we refund the price minus a proportionate amount for the part of the course already made available to you. We calculate this by the share of lessons you have opened. For example, if you opened 3 of 12 lessons, we refund 9/12 of the price.
• If you complete the whole course within those 14 days, having asked for immediate access, the withdrawal right ends and no refund is due.
• After 14 days, courses are not refundable for a change of mind. Section 7 still applies if the course is faulty, incomplete or materially different from its description.

To assess a request, we may look at your course records, such as lessons opened, videos played and materials downloaded. We use this only to work out what was supplied, never to refuse a refund the law requires.

5. Procurement advisory services

Advisory work is agreed in a written proposal or engagement letter that sets out the scope, fees, any deposit and any milestones before you pay.

• Consumers can cancel within 14 days of agreeing to the engagement. If you asked us to start work within that period, we refund what you paid minus a proportionate amount for work already done. Once the service has been fully performed at your request, after you acknowledged this would end your withdrawal right, the right ends.
• Business clients: cancellation follows your engagement agreement. Unless it says otherwise, we charge for work completed and expenses already incurred up to the date of cancellation, and refund any prepaid balance.
• We only keep amounts that your proposal clearly explains. A deposit is not automatically non-refundable.

6. Physical goods we source for you

These orders are governed by your quotation or agreement as well as this policy.

• Before we place the supplier order, you can cancel for a full refund.
• After we place it, we tell you whether the supplier accepts cancellation and what it charges before we deduct anything.
• Unavailable items: we offer a substitute for your approval and never substitute without your agreement. If you decline, we refund the amount you paid for that item.
• Consumers buying goods at a distance can also withdraw within 14 days of receiving them, unless the goods were made or personalised to your specifications. Unless your quotation says otherwise, you pay the cost of returning goods you withdraw from, and we may wait to refund until the goods are back or you show proof of return.
• Import duties and taxes paid to authorities can only be refunded if the authorities return them.
• Damaged, wrong or missing goods are handled under section 7 and our Delivery Information page.

7. Faulty, missing or not-as-described products (all categories)

You are entitled to a remedy if a product or service:

• does not arrive or cannot be accessed;
• cannot be downloaded or opened;
• is missing content that was part of the purchase;
• is materially different from its description; or
• has a defect that stops you using it as intended.

We will first try to put it right, for example by sending a working file, restoring access or supplying missing content. If we cannot do that within a reasonable time, or the problem is serious, you can choose a price reduction or a full refund. We will not refuse a remedy because you have already downloaded or accessed the product, and we will not ask you to accept repeated failed fixes instead of a refund.

8. How to cancel or ask for a refund

To withdraw within your 14-day right, use our online withdrawal form, also linked in your account and in the footer of every page. Enter your name, order number and email address, then press “Confirm withdrawal”. We send you an automatic email confirming what you submitted, with the date and time. You do not have to give a reason. You can also withdraw by emailing us a clear statement, such as “I withdraw from my order [number]”, or by using the EU model withdrawal form.

For any other refund or a faulty product, email info@deluxekonsignment.com with:

• your order number and the email used at checkout;
• the product or service concerned;
• what went wrong;
• a screenshot, photo or error message if it helps.

We only ask for information we need to find your order and understand the problem.

9. What happens next

• We acknowledge your request within 2 business days.
• Withdrawals: we refund you within 14 days of receiving your withdrawal, using the original payment method. For physical goods, we may wait until the goods are returned or you show proof of return.
• Other refunds: we decide within 5 business days and pay approved refunds within 14 days.
• We never charge a refund fee. Your bank may take a few days to show the credit.
• When a download or course is refunded, your licence to use it ends. Please delete any copies you kept, and we will remove your course access.

10. Duplicate or unauthorised charges

If you were charged twice for the same order, or see a charge you did not make, email us straight away. We will check our order and payment records and refund any confirmed duplicate in full. You can also contact your card provider.

Please contact us before opening a chargeback; we can usually resolve problems faster. This does not affect your right to dispute a payment with your bank.

11. Fraud and misuse

We may look into refund requests that appear fraudulent, such as repeated refunds for the same product, refunds requested after content was shared, or orders paid with stolen cards. We may refuse a refund that is not legally due, suspend access while we investigate, and take legal action to protect our content. We will never use this section to withhold a refund the law requires.

12. Changes to this policy

We may update this policy. The version published on the day you placed your order applies to that order. Changes never remove a right you already had.

13. Contact

info@deluxekonsignment.com · Deluxe Konsignment LLC, 74 E Glenwood Ave, Unit #5400, Smyrna, Delaware 19977, United States