Refund & Cancellation Policy
Last Updated: January 2026Thank you for purchasing from CIVILHEX. We appreciate your business and want to ensure you have a transparent experience with our engineering resources.
As we sell non-tangible, irrevocable digital goods, we issue refunds based on the specific terms outlined below. By placing an order, you agree to this policy.
1. Delivery of Digital Goods
CIVILHEX sells digital products including, but not limited to, e-books, Excel spreadsheets, design templates, and PDF guides.
Instant Delivery: Upon successful payment, you will receive an immediate email containing the download link(s) for your purchased product(s). No physical items are shipped.
Access Issues: If you do not receive the digital product link within 30 minutes of purchase, please contact our support immediately at [email protected] with your transaction details.
2. Refund Eligibility & Exceptions
Due to the nature of digital downloads, generally, all sales are final once the download link has been accessed. However, we understand technical issues happen. We will offer a full refund or replacement under the following exceptional circumstances:
A. Technical Defects
The file downloaded is corrupted, incomplete, or technically defective, and our support team is unable to resolve the issue or provide a working file within 48 hours of your report.
B. Misrepresentation
The product description was significantly inaccurate or misleading, resulting in a product that is fundamentally different from what was advertised (e.g., purchasing a bridge design guide and receiving a building code manual).
C. Duplicate Purchase
You accidentally purchased the same product twice using the same email address. In this case, we will refund the duplicate transaction.
Requests for refunds based on the exceptions above must be made within 14 days of your original purchase date. Requests made after 14 days will not be processed.
3. Non-Refundable Scenarios
We do not issue refunds for digital products in the following situations:
- Change of Mind: You decided you no longer need the product after purchasing and downloading it.
- Incompatibility: You do not have the correct software (e.g., Microsoft Excel, PDF Reader) required to open the files, despite the requirements being listed on the product page.
- Skill Level: You lack the technical engineering knowledge to utilize the templates or calculations effectively.
- Accidental Purchase (Accessed): You bought the product by mistake but have already clicked the download link.
4. How to Request a Refund
To request a refund under the eligible exceptions, please email us at [email protected] with the subject line “Refund Request – [Order ID]”. Please include:
- Your full name and Order ID.
- The email address used for purchase.
- A detailed description of the issue.
- Screenshots or evidence of the defect (if applicable).
Our team will review your request and respond within 1-2 business days.
5. Chargebacks & Disputes
Please contact CIVILHEX support before initiating a chargeback with your bank or payment provider. We are committed to resolving legitimate issues amicably.
Notice: Initiating a chargeback or dispute for a validly delivered digital product is considered a violation of our Terms of Service. We reserve the right to ban your account, revoke access to all purchased products, and dispute the chargeback with evidence of download logs and IP access records.
6. Payment Processing
Our order process is conducted by our authorized online reseller and Merchant of Record. All payments, tax collection, and invoicing are handled securely by them. All inquiries regarding payment security and privacy should be directed to the respective payment processor’s terms as indicated on your purchase receipt.
Contact Us
If you have any questions about our Refund Policy, please contact us: