(Last updated 24 April 2025)

1. Scope

This Policy explains when and how you can request a refund, exchange, or return for:

  • Digital products (downloadable lesson plans, slide decks, templates, etc.)
  • Physical products (coming later)

2. Digital Products

Instant downloads

All sales are final once the download link—or file access—is delivered. Digital files are considered “used” as soon as they leave our server, so returns aren’t required under Canadian law.

Download / technical issues

Tell us within 7 days of purchase at [email protected]. We guarantee delivery of a working file and will:
1) re-activate your download link, or
2) send the files another way.

If you’re still unable to access the product after we complete these steps, your statutory consumer rights (which may include a refund) apply.

Duplicate orders

Email both order numbers and we’ll refund the additional transaction in full.

EU / UK 14-day “cooling-off” period

You may cancel within 14 days before you download. At checkout we ask you to tick a box consenting to immediate delivery and waiving that right; once you click “Download,” the waiver takes effect.

Pre-orders

Cancel any time before the digital item is released for a full refund.

3. Physical Products (coming soon)

Return window

30 calendar days from delivery.

Condition

Items must be unused, in original packaging, with all tags/components.

Damaged or incorrect items

If your product arrives damaged or we ship the wrong item / quantity, email us within 48 hours and attach clear photos of
• the damage, and
• the outer packaging plus shipping label.

Once confirmed, we’ll send a replacement or issue a full refund—including the original shipping cost—at no extra charge. We may ask you to keep the packaging for carrier inspection or to return the item using a prepaid label.

Change-of-mind returns

• You pay return shipping.
• Original shipping fees aren’t refunded.
• Non-returnable items: download codes, gift cards, any item marked “final sale.”

Exchanges

The fastest option is to return the item for a refund and place a new order.

4. How to Request a Refund or Return

  1. Email [email protected] with:
    • Order #, item name, purchase date
    • Reason for the request
    • For physical items, photos of any damage/defect
  2. We’ll reply within 3 business days.
  3. If approved:
    • Digital refunds — If a digital refund is due (duplicate order or unresolved delivery issue), we’ll credit your original payment method within 7 business days.
    • Physical returns — follow the RMA instructions; we’ll refund within 10 business days of receiving the return.

5. Late or Missing Refunds

  • Check your bank or credit-card statement again.
  • Contact your card issuer; posting times vary.
  • Still no refund 10 business days after our confirmation? Email us and we’ll investigate.

6. Contact

ESL Engine
Email: [email protected]

By purchasing from ESL Engine you agree to the terms above. Thank you for supporting independent, field-tested ESL resources!

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