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Refund policy

At PE Merkulov (“Company,” “we,” “us,” and “our“) (“Website“)., we strive to provide high-quality digital products and exceptional customer service. While our products are digital goods and cannot be physically returned, we understand that certain circumstances may warrant a refund. This policy outlines the situations in which we would provide a refund to our valued customers. Please note that this policy is in addition to any applicable laws governing refunds, and customers are encouraged to familiarize themselves with their respective country’s refund regulations.

This support policy applies only to products purchased directly through the site, for products purchased through the marketplace, the marketplace return policy applies:


Customer Contact and Troubleshooting

We recommend that customers first contact support team for assistance before requesting a refund.


Refund Eligibility

We will provide a refund under the following circumstances:

  1. Item is “not as described” or doesn’t function correctly: If the purchased item is materially different from the item description or preview, or it fails to work as intended, we will promptly fix the issue through updates. If the problem cannot be resolved, the customer will be eligible for a refund.
  2. Item has a security vulnerability: In the event that a purchased item contains a security vulnerability and cannot be easily fixed, a refund will be granted to the affected customer. If the vulnerability can be patched, the item will be updated accordingly.
  3. Promised item support is not provided: Customers who have purchased items with advertised item support are entitled to receive that support as per the item support policy. If the support is not provided as stated, affected customers will be eligible for a refund.
  4. Items not downloaded within 3 months: Customers who request a refund for an item they have not downloaded within 3 months from the date of purchase will be eligible for a refund.

Exclusions from Refund Eligibility

We will not provide refunds in the following scenarios:

  1. Customer preferences: Refunds will not be granted based on customer preferences, including if they no longer want the item after downloading it or if the item doesn’t meet their expectations.
  2. Customer mistakes: Refunds will not be issued for purchases made in error or mistakenly.
  3. Lack of expertise: Customers who lack the expertise to use the item effectively are not eligible for a refund.
  4. Insufficient reason for refund: Customers must provide a sufficient description of the reason they are entitled to a refund.
  5. Unavailability due to item removal: Customers are advised to promptly download items after purchase to avoid refunds due to unavailability caused by item removal.

Additional Obligations for EU Customers

Additional Obligations for EU Customers: EU customers may have additional rights beyond the baseline standards outlined in this policy. Refund can be provided for mistaken purchases made by EU customers within 14 days of receiving the item, even if it has been downloaded, for personal use only and not in connection with business, trade, or commerce.

Please note that this refund policy may be subject to change, and customers are advised to review the most recent version available on the website.

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