Refund policy

Return and Refund Policy

Last updated: August 19, 2026

Mercy & Mending sells digital products that are delivered electronically. Because digital products cannot be physically returned, purchases are generally final once the product has been delivered, downloaded, or accessed.

This policy applies to customers worldwide. Nothing in this policy excludes, restricts, or replaces any consumer right that cannot legally be excluded under the laws applicable to your purchase.

Digital Products

Except where required by applicable law, we do not offer returns, exchanges, or refunds for:

Change-of-mind purchases after a digital product has been delivered, downloaded, or accessed
Accidental purchases after the product has been accessed or downloaded
Failure to read the product description, file format, compatibility information, or other information provided before purchase
A customer’s lack of the software, device, internet connection, or technical ability needed to open or use a file when the applicable requirements were disclosed before purchase
A customer providing an incorrect email address, provided we can correct the address and successfully redeliver the product
A delivery email being filtered into a spam, junk, promotions, or similar folder when we can resend the email or provide another working delivery method
A customer deciding that they no longer want or need the product
Sale or promotional digital products, except where a refund or other remedy is required by law

Delivery Problems

Please contact us if:

You did not receive a download or access email
The download link does not work
The file is corrupted, incomplete, or cannot be opened
You received a digital product different from the one you ordered
Part of your purchase is missing
A technical problem on our side prevents you from accessing the product

Please contact us within 14 days of purchase whenever reasonably possible. This requested reporting period does not limit any longer period or mandatory right provided by applicable law.

Before issuing a refund, we will normally attempt to resolve the issue by:

Resending the delivery email
Correcting the customer’s email address
Restoring or renewing access
Providing a working replacement link
Replacing a corrupted, incomplete, missing, or incorrect file
Providing reasonable download or access instructions

If we confirm that the product cannot be delivered as described and we cannot provide a functioning replacement within a reasonable period—generally two business days after confirming the problem—we will provide an appropriate remedy, which may include a replacement or refund.

Faulty or Incorrect Digital Products

If a digital product is materially defective, corrupted, substantially different from its description, or not reasonably fit for a purpose that was expressly disclosed and agreed upon before purchase, please contact us promptly.

We may first offer to repair the problem, replace the file, provide the correct product, or restore access. If the problem is serious or cannot be corrected within a reasonable time, we will provide the remedy required by applicable law, which may include a full or partial refund.

Duplicate Purchases

If you accidentally purchase the same digital product more than once, contact us as soon as possible. After verifying the duplicate orders, we may refund the duplicate transaction.

A purchase of a different edition, version, bundle, collection, license, or substantially different product is not considered a duplicate purchase.

How We Verify Delivery Problems

When reviewing a request, we may examine information reasonably necessary to confirm the order and investigate the issue, including:

The customer’s name and email address
The order number and purchase date
Payment and order status
Digital fulfillment and delivery records
Whether a delivery email was sent or resent
Download-link activity
The number and timing of download attempts or completed downloads
Available technical information associated with delivery or download activity, such as browser, device, operating system, or internet protocol information
Screenshots or descriptions of error messages provided by the customer

Evidence of a successful download may be considered when evaluating a refund request, but it does not prevent us from investigating a claim that the delivered file was incorrect, incomplete, or corrupted.

We use this information only as reasonably necessary to verify the request, prevent fraud, provide customer support, and comply with our legal obligations, as further described in our Privacy Policy.

European Union, European Economic Area, and United Kingdom Customers

Consumers in the European Union, European Economic Area, and United Kingdom may normally have a legal right to cancel certain online purchases within 14 days.

For digital content supplied immediately and not provided on a physical medium, this cancellation right may end once delivery, downloading, or access begins if, before delivery:

You expressly consent to receiving the digital content during the cancellation period;
You expressly request that delivery or performance begin immediately;
You acknowledge that you will lose your cancellation or withdrawal right once delivery or performance begins; and
We provide the confirmation required by applicable law.

Where these requirements have been satisfied and digital delivery has begun, a refund for a change of mind may not be available.

If immediate delivery has not begun, or if the legally required consent, acknowledgment, or confirmation was not properly obtained, you may retain a statutory cancellation right. To exercise that right, email us at mercyandmending@gmail.com with a clear statement that you wish to cancel your purchase. Please include your name, order number, and purchase email address.

This section does not affect your rights when digital content is faulty, incorrectly described, or not supplied as agreed.

Australian Customers

Our digital products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a repair, replacement, refund, cancellation, or other remedy when a digital product does not meet an applicable consumer guarantee. The remedy available may depend on whether the problem is major or minor.

Our final-sale policy does not apply where it would improperly exclude, restrict, or modify a right or remedy available under the Australian Consumer Law.

Customers are not generally entitled to a refund under the Australian Consumer Law solely because they changed their mind, found an alternative product, decided they did not like the purchase, or no longer had a use for it.

Other International Customers

Consumer protection laws differ by country, state, province, and territory. If the law applicable to your purchase gives you a mandatory cancellation, refund, repair, replacement, or other consumer right, that right continues to apply.

Where a provision of this policy conflicts with a mandatory consumer-protection law, the mandatory law will control only to the extent of that conflict. The remaining provisions of this policy will continue to apply.

Requesting Assistance or a Refund

To request assistance or ask us to review a purchase, email:

mercyandmending@gmail.com

Please include:

Your full name
Your order number
The email address used for the purchase
The name of the digital product
A description of the problem
Any relevant screenshots or error messages

Do not send passwords, complete payment-card numbers, or other unnecessary sensitive information.

We may request additional information reasonably necessary to verify the order and investigate the request. Submitting a request does not guarantee that a refund will be approved.

Approved Refunds

If a refund is approved, it will be issued to the original payment method unless applicable law requires another method.

We will initiate approved refunds promptly, generally within 10 business days. Your bank, card issuer, or payment provider may require additional time to process and post the refund. International payment processing or currency conversion may also affect when the refunded amount appears and the amount shown in your account.

If more than 15 business days have passed since we confirmed that a refund was approved, please contact us at mercyandmending@gmail.com.