Refund policy
Refund Policy
30-Day Money-Back Guarantee
At NeuroQuest Kids, we want you to feel confident about your purchase. All eligible digital products purchased directly from our website are covered by a 30-day money-back guarantee.
You may request a refund within 30 calendar days from the date of purchase by contacting us at:
Because our products are delivered digitally, no physical return, shipping label, or return address is required.
Digital Products
NeuroQuest Kids sells digital products, including downloadable files, printable activities, digital guides, worksheets, toolkits, and other electronically delivered materials.
Digital products are normally delivered through a download link, email, customer account, confirmation page, or another electronic delivery method.
Please verify that the email address entered during checkout is correct and that your device can open standard downloadable file formats, including PDF and ZIP files.
How to Request a Refund
To request a refund, email legal@neuroquest.store within 30 days of your purchase and include:
- Your full name.
- The email address used during checkout.
- Your order number.
- The name of the product purchased.
- A brief description of the reason for your request.
Providing this information allows us to locate and review your order promptly.
Refund Eligibility
A refund may be approved when:
- The request is submitted within 30 calendar days of purchase.
- The product was purchased directly through our official website.
- The customer provides sufficient information to verify the purchase.
- The customer experienced a technical problem that prevented access and our support team was unable to resolve it.
- The product materially differs from the description presented at the time of purchase.
- The customer is not satisfied with the product and submits a valid request under our 30-day guarantee.
Duplicate Purchases
If you accidentally purchase the same product more than once, contact us at legal@neuroquest.store. Once the duplicate transaction is verified, the additional charge will be refunded.
Download or Access Problems
If you do not receive your download link or cannot access your files, contact us before submitting a refund request.
We may resend the download email, provide a replacement link, or assist with opening the files. Please also check your spam, junk, promotions, and other filtered email folders.
A temporary download, browser, email, or device issue does not automatically mean that the product was not delivered. We will first attempt to restore access or provide the files through another reasonable method.
Refunds That May Be Refused
We reserve the right to refuse a refund request when:
- The request is submitted more than 30 calendar days after purchase.
- The purchase cannot be verified.
- The product was purchased from an unauthorized third party.
- The customer has previously received a refund for the same product and later purchased it again.
- There is evidence of fraud, refund abuse, unauthorized sharing, copying, resale, redistribution, or other misuse of the digital materials.
- The customer submits repeated refund requests in a manner that indicates abuse of the guarantee.
- The request concerns a product that was clearly advertised as non-refundable before purchase, unless mandatory consumer law provides otherwise.
Nothing in this policy limits any rights that cannot legally be excluded.
Unauthorized Use After a Refund
When a full refund is issued, the customer’s license to access and use the refunded digital product is revoked.
The customer must stop using, copying, sharing, reproducing, uploading, distributing, selling, or otherwise exploiting the refunded materials. Download links and account access may be disabled after the refund is processed.
Refund Processing
We will notify you by email after reviewing your request.
Approved refunds will be issued to the original payment method. Refunds cannot normally be sent to a different card, bank account, digital wallet, or person.
After approval, NeuroQuest Kids will submit the refund to the payment provider. Your bank, card issuer, PayPal, or other payment provider may require additional time to display the credit in your account.
If more than 15 business days have passed since your refund was approved and the credit has not appeared, contact:
Exchanges
Because our products are digital, traditional exchanges are not available.
If you purchased the wrong digital product by mistake, contact legal@neuroquest.store within 30 days. We will review the order and determine whether a replacement, store credit, or refund is appropriate.
European Union and Other Mandatory Consumer Rights
Customers located in the European Union may have statutory withdrawal and conformity rights in addition to this 30-day guarantee. For digital content supplied immediately, the statutory withdrawal right may end once delivery begins when the customer has expressly consented to immediate performance and acknowledged the loss of the withdrawal right. Nothing in this policy removes rights that apply under mandatory consumer law.
EU consumers may also have legal remedies when digital content is defective, does not work as advertised, or does not conform to the purchase agreement.
Chargebacks and Payment Disputes
Customers should contact legal@neuroquest.store before opening a chargeback or payment dispute so that we have an opportunity to investigate and resolve the issue.
Submitting a fraudulent chargeback after receiving or downloading the product may result in termination of access and the submission of relevant order, delivery, download, and communication records to the payment provider.
This section does not restrict a customer’s lawful right to dispute an unauthorized or incorrectly processed transaction.
Changes to This Policy
We may update this Refund Policy periodically to reflect changes to our products, business practices, payment methods, or legal obligations.
The version published on our website at the time of purchase will generally apply to that order, except where a later change is required by law or provides greater protection to the customer.
Contact Information
For refund requests, order questions, download problems, or other concerns, contact:
NeuroQuest Kids
Email: legal@neuroquest.store