This information should be read carefully before purchase to avoid possible misunderstanding.
Since Sintel is offering non-tangible irrevocable goods we do not make refunds once the order is complete and the product key is sent. As a customer, you are responsible for understanding this when purchasing any item on our website.
However, we realize that exceptional circumstance can take place with regard to the types of products we supply. Therefore, we approve refund requests for the following reasons:
- Non-delivery of the product license: due to some mailing issues of your email provider or your email server you might not receive a license key from us. In this case, we recommend contacting us for assistance. Claims for non-delivery must be submitted to our Billing department in written form within seven days from the order placing date. Otherwise, the product will be considered received correctly;
- Download issues: if for some reason you have problems while downloading the product. Claims regarding such issues must be submitted to our Support department. If you do not contact us within three days, you agree that we may construe silence as a confirmation of successful delivery and download of the product with no further rights of refund for a “download issue” reason. Failure to receive assistance for downloading or delivery of the product key within three days may result in a refund decline;
- Major defects: although all our products are thoroughly tested before release, there is always a chance of unexpected errors. Such issues must be submitted for consideration of our Support department. We retain the right to rectify errors or defects within 72 hours. If the defect is identified as our mistake and we fail to correct it within 72 hours from the date of the initial complaint email or any other notification provided by a Customer, then we have two options to resolve the issue. One is full refund to the customer without any compensations or reimbursements. The second option is replacement of the product of the same or around the same value. Please note that temporary access to your SharePoint environment may be requested by our technicians to identify and fix the possible issues with our products. Failure to provide such access promptly may cause delays in the issue resolution. Refusal to provide access to your SharePoint environment for troubleshooting will result in your inability to apply for a refund.
- Product not-as-described: such issues should be submitted to our Support department within seven days from the date of the purchase. Clear evidence must be provided proving that the purchased product is not as it is described on the website. Complaints which are based merely on the customer’s false expectations or wishes will not be entertained.