1. General Principle
The products sold by iStore36 are digital subscriptions delivered electronically (access codes, credentials). In accordance with applicable law, the right of withdrawal does not apply to digital products fully performed after the Customer has given consent for immediate performance.
However, iStore36 is committed to reviewing each refund request fairly and transparently, in accordance with the conditions below.
2. Accepted Refund Cases
2.1 Non-Functional Access Code
If the code or credentials provided do not work upon receipt, the Customer must report it within 48 hours of delivery. After verification by our technical team, if the fault is confirmed:
- A replacement code will be issued as a priority.
- If replacement is not possible, a full refund will be issued.
2.2 Non-Delivery
If the access codes have not been delivered within 48 hours of payment confirmation without communication from us, the Customer may request:
- Immediate delivery of the codes.
- A full refund if the product is no longer available.
2.3 Wrong Product
If the delivered product does not match the order (e.g., a 1-month subscription instead of 12 months), the correct product will be delivered. If this is not possible, the Customer may choose between a full refund or a replacement product of equivalent value.
2.4 Duplicate Order
In the event of an accidental duplicate order, the Customer must report it within 24 hours. The second order will be refunded or converted into store credit.
3. Non-Accepted Refund Cases
3.1 Change of Mind
After the delivery of access codes, no refund will be issued for a simple change of mind, as the digital product is considered fully consumed.
3.2 Technical Incompatibility
The Customer must verify the compatibility of their devices and internet connection before purchasing. No refund will be issued due to hardware, software, or network incompatibility not verified beforehand. If in doubt, the Customer is advised to contact support before ordering.
3.3 Code Expiration
No refund will be issued after the subscription expiration date, whether the code has been used or not.
3.4 Non-Use of the Service
Non-use of the service (failure to connect, failure to configure) does not constitute grounds for a refund.
4. Refund Process
- Refund requests must be sent by email to support@istore36.com.
- Include your order number and the reason for the request.
- Our team reviews the request within 48 business hours.
- If approved, the refund is processed using the same payment method used for the order, within 7 business days depending on banking timelines.
5. Store Credit
In some cases, iStore36 may offer store credit valid for a future purchase as an alternative to a refund. Store credit is valid for 6 months from the date of issue.
6. Contact
For any questions regarding this policy:
Email: support@istore36.com