Refund policy

Mosslen Refund & Returns Policy

At Mosslen, we stand behind the quality of our digital downloads and eBooks. We want you to be fully satisfied with your purchase. Please review our policy below.

What This Policy Covers

This policy applies to all digital products sold by Mosslen (PDFs, eBooks, templates, tutorials, video lessons, and bundles), as well as gift cards and any custom digital services.

Digital Products – All Sales Final (With Limited Exceptions)

Because digital files are delivered instantly and can’t be “returned,” purchases of downloadable products are non-refundable once the download link is delivered or the file is accessed.

However, we’ll gladly replace, fix, or refund in these situations:

Duplicate purchase of the same item made in error (request within 7 days and one of the orders must be unused/unaccessed).
Technical issues that prevent access or use of the file and cannot be resolved after troubleshooting with our team.
File errors (corrupted download, missing pages, broken links) that we cannot promptly correct or replace.
Material misdescription: if the product you received is materially different from what the product page clearly promised.

Tip: If you have trouble downloading or opening your files, contact us first—most issues are solved quickly with a fresh link or alternate format.

Pre-Orders / Scheduled Releases

If you pre-order a digital product and it has not been delivered yet, you may request a refund within 30 days of purchase. Once the item is delivered or accessed, the non-refundable rule applies.

Exchanges

Traditional exchanges don’t apply to digital goods, but we will re-issue fixed files, provide updated download links, or supply a corrected version at no additional cost when there’s an error on our side.

Gift Cards

Non-refundable and not redeemable for cash (except where required by law).

Custom / Personalized Digital Work

Due to the time and expertise involved, custom or personalized digital services are non-refundable once work has begun. If we cannot complete the work as agreed, we’ll offer a reasonable partial or full refund at our discretion.

How to Request Help

Email us at support@mosslen.com with:

Order number and purchase email
Product name and a brief description of the issue
Screenshots or error messages (if relevant)

We typically respond within 1–2 business days. If a refund is approved, it will be issued to your original payment method. Processing times vary by bank or card provider (usually 5–10 business days after we process it).

EU/UK Right of Withdrawal (Digital Content)

If you are in the EU/UK: by purchasing and downloading/streaming the digital content before the 14-day withdrawal period ends, you acknowledge and agree that you waive your right of withdrawal under applicable consumer laws.