Refund policy

The short version

• You have paid but not started the download. Full refund within 14 days, no reason needed.
• The file is broken, will not open, or is not what the product page described. We fix it or refund you in full, within 30 days of the purchase.
• You bought the wrong file, or the same one twice. We refund it or swap it.
• You downloaded it, it works, and you changed your mind. No automatic refund, because the checkout asked you to agree to that before you paid — but ask anyway, and say why. If it never asked you, section 2 explains why you still have the full 14 days.

Every one of those starts the same way: email support@vendwright.com from the address you bought with, and include your order reference if you have one.

1. Before you download: your 14-day right of withdrawal

If you are a consumer in the EU, the EEA or the UK, you normally have 14 days to withdraw from an online purchase without giving a reason. That right applies here in full until the download begins — and, as section 2 explains, it only ends then because the checkout asked you to give it up and you agreed.

So if you have paid and not yet started the download, email us within 14 days of the purchase, say you are withdrawing, and you get all of your money back. You do not have to explain, and we will not ask you to.

2. After you download: what changes, and why

Downloaded digital content is a documented exception to that right. Under Article 16(m) of the EU Consumer Rights Directive (2011/83/EU), and Article 6:230p(f) of the Dutch Civil Code, the right of withdrawal ends once the download starts, provided you gave express prior consent for it to start, acknowledged that doing so ends the right, and received confirmation of the contract on a durable medium.

That consent is collected as a required question at the Payhip checkout, put to you before you can pay: you request that the download start immediately, you consent to performance beginning before the 14 days are up, and you acknowledge that you therefore lose the right of withdrawal once it begins. It is not pre-ticked and it is not bundled into a general terms box, because neither of those would be valid consent. Your answer is stored with the order and you can ask us for a copy. The order confirmation emailed to you is the durable-medium confirmation. If that question was never put to you, the exception has not been met and you keep the full 14-day right even after downloading. Email us within 14 days and you get your money back, no reason needed. If you are not sure which applies to you, say so — we hold the record and will look it up rather than make you prove anything.

We spell this out rather than bury it because a checkout that hides it is the one you should be suspicious of. What you do not lose by ticking that box is anything in sections 3 and 4 below.

3. Our own refund policy, offered on top of the law

The file is faulty or was misdescribed

If the workbook will not open, a formula is wrong, or the file is not what the product page said it was: email us within 30 days of the purchase with what happened and which app you opened it in — Excel, Google Sheets or LibreOffice. We will fix the file or refund you in full. If we cannot fix it quickly, the choice between the two is yours, not ours.

Wrong file, or bought twice

Email us. We will refund it or swap it for the one you meant to buy. Duplicate purchases of the same file are refunded as a matter of course.

You simply changed your mind

Once the file is downloaded and working, there is no automatic right to a refund, for the reason in section 2. Ask anyway, and briefly say what disappointed you. We would rather reach a fair outcome than keep €12 and a grudge, and we would rather know what was wrong with the file than not.

What is not a refund reason

To be straight with you about the limits: a file that does what the product page described, opened in a supported app, is not refundable simply because the numbers it produced were not the ones you hoped for. The free calculators exist partly so you can test that before paying.

4. If the content is faulty: your statutory rights

Separately from our policy, EU consumers have rights under Directive (EU) 2019/770 on contracts for the supply of digital content. What we supply must match its description and work as a file of that kind reasonably should. If it does not, you can require us to bring it into conformity, and if we cannot or do not do so within a reasonable time, you can ask for a price reduction or end the contract and get your money back. Consumers elsewhere have similar rights under their own law. Nothing on this page limits any of that.

5. How to ask, and how long it takes

1. Email support@vendwright.com from the address you used at checkout.
2. Include your order reference if you have one. It is on the receipt the Payhip checkout emailed you, and it makes finding the purchase much faster.
3. Say which product it is, and for a fault, which app you opened it in and what went wrong. A screenshot helps and is never required.

We answer support email ourselves, usually within one working day. We issue the refund ourselves too, from the Payhip dashboard, back through Stripe to the card you paid with — that is the only route the money can take, because we never held your card details. Stripe’s timings then apply; the money is typically back with you within five to ten working days.

6. If we cannot agree

Start with the email. Almost everything is settled that way, usually the same week. If it is not, an EU consumer can seek help from the European Consumer Centres Network (ECC-Net) in their own country, or from their national consumer authority. The European Commission’s online dispute resolution platform closed in 2025, so there is no longer a form there to point you at.

Writing to Payhip instead will not get you far, and it is fairer to say so than to let you find out: Payhip runs the checkout but is not the seller and never holds your money — the payment goes straight into our account. The refund has to come from us. If we go silent on you, your remaining routes are a chargeback through your bank and the consumer bodies above.

7. Contact

Refunds, orders, faults and anything else on this page: support@vendwright.com. The full contract is in the terms of sale, and what happens to the personal data involved is in the privacy notice.