Returns and refunds

Who this applies to

payxem.shop is a marketplace for digital products, powered by Payxem Digital Portal, a Dubai mainland company licensed by the Department of Economy and Tourism, Dubai, UAE.

Every product here belongs to the independent seller who listed it. The seller is the seller of record. We are the venue and the payment layer, and the payment runs through us, which is why refund decisions are ours to make and not left to each seller.

This is one standard that covers every listing on the marketplace. A seller cannot opt out of it, and a seller cannot publish a stricter no refunds rule of their own on a listing page.

Why digital files are different

A physical order can be posted back. A digital file cannot. Once it is on your device it stays there, so there is nothing to return and no way for the seller to get their work back.

That is why the large marketplaces treat digital downloads as final once delivered. We take the same starting point, and then we set out in writing the cases where you get your money back anyway, because a rule that only ever says no is not a policy, it is a wall.

The other half of our answer is on the listing page. Every product page shows the format, the file size, what is inside and what it covers, before you pay, because you cannot pick a file up and turn it over. If a product page is thin, that is on us and the seller, and it is a reason we will look at a refund request seriously.

When we refund

Tell us within 48 hours of your purchase and we will refund in full in any of these cases.

• You never got the file. Payment went through, delivery did not, and reissuing the download did not fix it.
• The file is broken. It will not open, it is corrupt, it is empty, or it is missing files the listing said were included.
• It is not what the listing described. A material difference between the product page and the file you received. A calculator that does not calculate. A guide that turns out to be three pages when the listing promised forty. The wrong product entirely.
• You were charged twice for the same product, or charged an amount that does not match the listing price.
• The file is unsafe. Anything containing malware, or a file that turns out to be somebody else's work being resold without permission.

Two cases have no time limit at all. If a payment was made from your card or account without your permission, or if a product is removed from the marketplace because it infringed somebody's copyright, contact us whenever you find out.

When we do not refund

We will normally say no in these cases, and we would rather say so here than after you have paid.

• Change of mind, or buying by accident, once the file has been downloaded.
• You already owned the product, or you found something similar cheaper elsewhere.
• You did not read the listing, and the file is exactly what the listing said it was.
• You do not have the software the listing clearly named. A file that says it needs Excel is not broken because Excel is not installed.
• You did not like the writing, the design or the opinions, but the product matches its description.
• You wanted a different format, a licence the listing did not offer, or a customisation the seller never promised.
• Requests made more than 48 hours after purchase, apart from the two cases named above.

None of this is a hard wall. If your situation is genuinely reasonable and not on the first list, write to us anyway and a person will read it.

How to ask for a refund

Email [email protected] with the subject line Refund request, and include:

• Your order reference, from your receipt.
• The email address you used to buy.
• The product name.
• What went wrong, in your own words. A screenshot or the error message helps a great deal when a file will not open.

What happens next

• We reply within 2 business days to confirm we have it.
• We may ask the seller for their side, or ask you for one more detail. This is not a delaying tactic, it is how we tell a broken file apart from a device problem we can actually fix for you.
• You get a decision within 5 business days of your first email.
• An approved refund goes back to the original payment method. Your bank or card issuer usually takes a further 5 to 10 business days to show it.
• If we say no, we tell you why, in plain language, and you can reply once to challenge it.

What happens after a refund

• You get the full amount you paid. There is no restocking charge, no processing deduction and no partial refund by default.
• Your download links for that order stop working, and the order no longer counts as a purchase.
• Your licence to use the file ends, and you are asked to delete the copies you have. We cannot reach into your device, so this part runs on trust, and repeatedly buying, downloading and refunding is treated as abuse of the marketplace.
• Any review you left on that product is removed, because the review system only carries reviews from a purchase that stands.

What this means for the seller

When a sale is reversed, it is reversed properly. The refunded amount comes back out of the seller's balance, and our commission on that sale is reversed too. Nobody keeps a share of a sale that did not stand, and we do not profit from a refund.

If the seller's balance has already been paid out, the amount is recovered from their future earnings on the marketplace.

Sellers whose products are refunded or disputed repeatedly are reviewed, and their listings can be suspended. The thresholds are in the seller agreement.

Card disputes and chargebacks

You can always raise a dispute with your bank or card issuer. We would ask you to write to us first, for two honest reasons. We can usually resolve it within days rather than weeks, and a dispute filed against an independent seller can freeze the earnings of a small business that would have refunded you on the spot.

We keep a delivery record for every order, including the download log, so that a genuine purchase can be evidenced. If a dispute is raised and we have already refunded the same order, we will show that to the card issuer.

Accounts used to buy, download and then dispute repeatedly are closed, and we may decline future purchases from them.

Download problems that are not refunds

Most of what people write to us about is not really a refund request, and we can usually fix it in one reply.

• Your link expired. Download links are single use and last 30 minutes, which is what keeps a paid file from being passed around. Write to us and we reissue it.
• You used up your downloads. Each order allows up to 5 downloads. If you have hit the limit through a lost laptop or a failed transfer, tell us and we will raise it. We do not treat this as a reason to refuse a legitimate buyer their file.
• The download stopped halfway. Ask for a reissue rather than a refund, and try on a stable connection.

If a product is taken down

A listing can be unpublished by its seller, or suspended by us. If that happens after you have bought it, your purchase stands and your access to the file stays. Paying once and keeping the file is the deal, and a seller closing their store does not undo it.

The exception is a product removed because it infringed somebody else's rights, or because it was unsafe. In that case we may revoke access, and we refund you whether or not you ask.

Contact

Refunds, orders and download problems: [email protected].

This policy sits alongside our terms of use, our privacy policy and the seller agreement. We may update it, and the date at the top of this page always shows the current version. The policy that applies to your order is the one published on the day you bought.