Refund Policy

Because our Products are digital files delivered instantly and cannot be returned, all sales are final once the files have been delivered or downloaded. Your order confirmation and download page confirm that the files were delivered to you. We would still rather fix a problem than lose a customer, so:

• Broken or missing files. If a file will not open, is corrupted, or your download did not arrive, email hello@gridwelldigital.com within 14 days of purchase. We will send a working replacement or fresh download links, usually within 2 business days. A replacement is the remedy for a file problem; it does not entitle you to a refund.
• Duplicate charges. If you were charged twice for the same order, or bought the same Product twice by mistake and have not downloaded the duplicate, email us within 7 days and we will refund the duplicate charge.
• Not eligible for a refund: change of mind, no longer needing the Product, a Product not meeting your expectations, compatibility with a spreadsheet app we did not list as supported, user data-entry errors, or any order where the files have been downloaded.
• Abuse. Refunds are not available for orders that appear to be fraudulent, shared, or resold in breach of our Terms.

Apart from duplicate charges, we issue refunds only where required by law or by our payment processor. Approved refunds go back to the original payment method through Stripe and typically appear within 5 to 10 business days, depending on your bank. Please email us before contacting your bank or starting a chargeback. We reply within 2 business days and can usually resolve the problem faster. Custom work is covered by its own written quote.