Refund Policy
Last updated: 12 September 2026
This Refund Policy explains when customers may request a refund, replacement, restored access or another remedy for digital products purchased through HexaDigital.
This Policy forms part of the HexaDigital Terms and Conditions. Nothing in this Policy limits any mandatory consumer rights available under applicable law.
About HexaDigital
HexaDigital is operated by:
Lorenzo Gaino
Trading name: HexaDigital
Business address: Via Sant'Alberto 69A, 16154 Genova (GE), Italy
Support email: support@hexadigital.store
Digital products
HexaDigital sells digital products supplied electronically, including guides, planners, templates, toolkits, worksheets and other downloadable materials.
Because digital products can normally be accessed or downloaded immediately after purchase, different withdrawal rules may apply compared with physical goods.
Change-of-mind requests
Consumers in the European Union or European Economic Area normally have a 14-day right of withdrawal for distance contracts.
For digital content supplied without a physical medium, the right of withdrawal may be lost once delivery, access or downloading begins, provided that the customer has:
- Given prior express consent for delivery to begin during the withdrawal period
- Acknowledged that beginning delivery results in the loss of the right of withdrawal
- Received confirmation of that consent and acknowledgement as required by applicable law
Where these requirements have been satisfied and delivery has begun, HexaDigital is not required to provide a refund solely because the customer changed their mind, no longer wants the product or has not used it.
If these requirements have not been satisfied, the customer retains any withdrawal rights granted by applicable law.
To exercise an available right of withdrawal, the customer must send a clear statement to support@hexadigital.store within the applicable withdrawal period.
Defective, inaccessible or non-conforming products
The loss of the right of withdrawal does not affect the customer’s legal rights when digital content is defective, inaccessible or does not conform to the product description or agreed requirements.
Customers should contact HexaDigital if:
- The purchased file is corrupted or cannot be opened despite meeting the stated technical requirements
- The download or access link does not work
- The customer does not receive the purchased product
- The product materially differs from its description
- Essential advertised content is missing
- The wrong product is delivered
- The same order is charged more than once
- Another circumstance gives the customer a right to a remedy under applicable law
HexaDigital may first attempt to restore access, provide a corrected file or replace the product within a reasonable time and without significant inconvenience to the customer.
Depending on the circumstances and applicable law, the customer may be entitled to a replacement, restored access, correction, proportionate price reduction, termination of the contract or a full or partial refund.
A refund or contract termination may be available where bringing the product into conformity is impossible, has not been completed within a reasonable time, would cause significant inconvenience, or where the lack of conformity is sufficiently serious.
Circumstances that do not normally qualify for a refund
Subject to mandatory consumer law, a refund will not normally be provided where:
- The customer changed their mind after validly consenting to immediate delivery and acknowledging the loss of the right of withdrawal
- The customer purchased the wrong product despite the product being clearly described
- The customer lacks software, hardware or technical requirements clearly disclosed before purchase
- The customer is dissatisfied with colours, formatting or display differences caused by their device or software where the product otherwise matches its description
- The customer expected a result, feature or service that was not advertised
- The customer did not use or download the product
- The customer requests a refund because of personal circumstances unrelated to the product
- The product has been shared, resold, distributed or used in violation of its licence
- Access problems result from incorrect information supplied by the customer and can reasonably be corrected without a refund
Nothing in this section excludes a remedy required by law.
Product descriptions and compatibility
Customers are responsible for reviewing the product description, format, language, contents, licence and technical requirements before purchasing.
Compatibility is guaranteed only where it is expressly stated on the relevant product page.
If important compatibility information was missing, inaccurate or misleading, the customer may retain any remedies available under applicable law.
Duplicate purchases
If a customer accidentally purchases the same product more than once using the same account or email address, they should contact HexaDigital promptly.
After verifying the transactions, HexaDigital may refund the duplicate charge. This does not apply where the purchases were intentionally made for separate users, accounts or licences.
Unauthorised transactions
Customers who believe that a payment was made without their authorisation should contact HexaDigital and the relevant payment provider as soon as possible.
HexaDigital may request information reasonably necessary to investigate the transaction and prevent fraud.
Nothing in this Policy limits any rights the customer may have through their bank, card issuer, PayPal, Stripe or applicable payment-services law.
How to request assistance or a refund
Requests must be sent to support@hexadigital.store
The request should include:
- The customer’s full name
- The email address used for the purchase
- The order number or transaction reference
- The name of the product
- The purchase date
- A clear description of the issue
- Relevant screenshots or error messages, where available
- Information about the device, operating system or software being used, where relevant
- The remedy being requested
Customers should submit problems relating to defective, inaccessible or non-conforming content as soon as reasonably possible after discovering them.
HexaDigital may ask for additional information necessary to verify the order, reproduce the problem or determine the appropriate remedy.
Review of requests
Each request will be assessed according to the circumstances, the product description, the customer’s statutory rights and the information provided.
Submitting a request does not automatically guarantee a refund. HexaDigital will not unreasonably reject a request where a remedy is required by applicable law.
Where the issue can reasonably be resolved by restoring access, replacing a file or correcting the product, HexaDigital may offer that remedy before issuing a refund, where permitted by law.
Approved refunds
Approved refunds will normally be issued through the original payment method used for the purchase.
Where a refund is required following a valid exercise of the right of withdrawal, it will be initiated within the period required by applicable law.
Other approved refunds will be initiated without undue delay after the request has been accepted.
The time required for the refunded amount to appear in the customer’s account may depend on Payhip, Stripe, PayPal, the customer’s bank or other payment providers and is outside HexaDigital’s direct control.
HexaDigital is not responsible for exchange-rate differences or external charges imposed by a bank or payment provider, except where responsibility cannot legally be excluded.
Discounts, coupons and promotional purchases
Refunds are based on the amount actually paid by the customer after discounts, coupons or promotional reductions.
Products obtained free of charge do not generate a monetary refund. This does not affect the customer’s right to request access to conforming digital content where applicable.
Where a discounted bundle contains a defective or non-conforming product, any refund or price reduction will be calculated in accordance with applicable law and the circumstances of the purchase.
Chargebacks and payment disputes
Customers are encouraged to contact HexaDigital before starting a chargeback or payment dispute so that the issue can be investigated and, where possible, resolved directly.
This does not limit the customer’s right to contact their bank, card issuer or payment provider.
HexaDigital may provide the relevant payment provider with order records, delivery information, communications and evidence of consent where necessary to respond to a payment dispute or suspected fraud.
Voluntary refunds
HexaDigital may, at its discretion, offer a refund or other remedy in circumstances where it is not legally required to do so.
A voluntary refund does not create an obligation to provide the same outcome for other purchases or future requests.
Changes to this Policy
HexaDigital may update this Refund Policy to reflect changes to its products, sales process, payment providers or legal obligations.
The version applying to a purchase is normally the version available when the order was placed. Changes will not retroactively remove rights already acquired by the customer.
The latest version and its effective date will be published on this page.
Governing law
This Refund Policy is governed by Italian law.
Consumers residing in another country retain any mandatory protections granted by the law applicable to them that cannot be excluded by contract.
Contact
Questions, technical-support requests and refund requests may be sent to:
HexaDigital
Operated by: Lorenzo Gaino
Business address: Via Sant'Alberto 69A, 16154 Genova (GE), Italy
Email: support@hexadigital.store