Refund & Cancellation Policy
Last Updated: February 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 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
We want you to be satisfied with your purchase. You may request a refund within 14 days of purchase under the following circumstances:
- The product file is corrupted or technically defective and we are unable to provide a working replacement.
- The product is materially different from the description on our website.
- You did not receive access to the purchased product.
If you experience any issue, please contact our support team and we will work to resolve the problem promptly. Refunds are provided in accordance with Paddle’s consumer terms and applicable consumer protection laws.
3. Situations Where Refunds May Not Apply
Refunds may not be provided in the following situations:
- You changed your mind after purchase.
- The required software or technical knowledge was clearly stated on the product page.
- The product was used as intended and functions as described.
Each request is reviewed individually and in accordance with applicable consumer protection laws.
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 so we can resolve your issue quickly. We are committed to finding a fair solution.
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. Payments are processed securely by Paddle as our Merchant of Record.
Paddle handles customer billing and may process refunds in accordance with their policies. 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: