Refund Policy
We want every customer of NAM EXIM LTD to be satisfied with their purchase. This Refund Policy explains when and how a refund may be requested. It forms part of our Terms of Service.
1. 14-day satisfaction guarantee
You may request a full refund within 14 calendar days of the order date if all of the following apply:
- the request is sent to [email protected] from the email address used at checkout, quoting the order reference;
- the request explains, briefly, why the toolkit did not meet your needs;
- you confirm that you have deleted all copies of the deliverables from your systems;
- you have not redistributed the deliverables to any third party.
2. UK / EU statutory cancellation
Consumers resident in the UK or EU normally enjoy a 14-day right of withdrawal under the Consumer Contracts Regulations 2013 (UK) or equivalent EU rules. Because the toolkits are digital products delivered immediately on payment confirmation, you must expressly consent to immediate delivery and acknowledge that the statutory cancellation right is lost once download has started. The checkbox shown at checkout records this consent. Despite this, the goodwill refund described in clause 1 above remains available.
3. When refunds are not available
- more than 14 days have elapsed since the order date;
- the deliverables have been redistributed, resold or used in a way that breaches the licence terms;
- the request is the result of a chargeback or dispute opened with your card issuer in bad faith without first contacting us.
Custom consulting services scoped under a separate engagement letter are non-refundable once the engagement has commenced, save where the engagement letter says otherwise.
4. Duplicate, fraudulent or technical-failure orders
If a payment is taken in error (for example a duplicate charge or a clearly unauthorised transaction) we will refund the full amount as soon as we have confirmed the error. Please contact us immediately so that we can investigate.
5. How refunds are issued
Approved refunds are returned to the original payment method via Stripe. Funds typically appear within 5-10 UK business days, although your bank may take longer. Refund processing fees are absorbed by us; you receive 100% of the price paid.
6. Disputes
If you are unhappy with our handling of a refund request, please reply to our refund decision email and ask for the matter to be escalated to a director. We aim to resolve all complaints within 30 days.
7. Contact
All refund requests and questions should be sent to [email protected].