Everything sold on this site is digital content, delivered to you instantly by download. This policy explains exactly when a refund is given, when it is considered case by case, and how to ask for one.
1. Instant delivery, and what that means for refunds
The moment your payment is confirmed, you get the full product: a download link on the confirmation page, in your account, and by email. By completing checkout, you are asking for that immediate delivery and you accept that this is different from a physical order you could send back unopened. In plain terms: once the file is in your hands, “I changed my mind” is not the same situation as “the file did not work.”
2. When you get a full refund, no argument
We refund in full, no back-and-forth, for any of these:
- The file fails to download, or the link never arrives.
- The file is corrupted, unreadable, or otherwise broken.
- You received the wrong product.
- You were charged twice for the same order, or charged by mistake.
- The product materially differs from what its listing described.
Any of these? Email us (below) and we will fix it or refund it, typically without asking you to prove anything beyond your order number.
3. Everything else: case by case, within 14 days
A refund request that does not fall into section 2, for example you read part of the playbook and it was not the right fit, is considered individually, at our discretion, if you contact us within 14 days of purchase. We do look at these in good faith. What we do not do is treat “I read it and did not like it” as automatic grounds for a refund on its own; the product was delivered in full and in working order, which is what the sale was for.
4. Dodo Payments (Merchant of Record)
Purchases on this site are processed by Dodo Payments, who act as Merchant of Record for every transaction. You can request a refund from us directly (see below), or through Dodo Payments’ own support if that is easier for you. Either route reaches the same order.
5. How to request one
Email support@theopenshelf.shop with your order number and the reason for the request. We reply within 2 business days. Approved refunds are returned to your original payment method through Dodo Payments; depending on your bank, it can take a few extra business days to appear.
6. Chargebacks
If something has gone wrong, email us before opening a dispute with your bank or card issuer. A direct request is faster to resolve than a chargeback, and we would rather sort it out with you first.