Return & Refund Policy
Thank you for your purchase.
All products sold by NeuroKids are digital downloads. They are delivered electronically and become available to you immediately after your payment is confirmed.
This policy explains when a refund is possible, when it is not, and how to contact us if something goes wrong with your order.
1. How Delivery Works
After a successful payment you receive an email containing a link to your files, hosted on Google Drive. Access is granted automatically and usually arrives within a few minutes.
If the email does not arrive, please check your spam or promotions folder before contacting us. If it is not there, write to us and we will resend your access manually.
2. Nature of Digital Products
Because our products are digital files, they cannot be returned in the way a physical item can. Once a file has been downloaded or opened, it is considered delivered and consumed.
For this reason, we are generally unable to offer refunds or exchanges once you have accessed the content.
3. When a Refund Is Not Available
Once you have accessed or downloaded your files, we do not issue refunds in the following situations:
- Change of mind after the content has been delivered
- The material did not match a personal expectation that was not described on the product page
- The activities were not used, or were not completed
- You expected a different age range, format or number of pages than the one stated in the product description
We encourage you to read the product description carefully before purchasing, since it sets out exactly what is included.
4. When We Do Issue a Refund
We refund your order in full, without questions, in any of the following cases:
- You were charged more than once for the same order
- You never received access to the product and we are unable to deliver it
- The files are corrupted, incomplete, or cannot be opened, and we cannot resolve the problem
- You received a product different from the one you purchased
- The purchase was made without your authorisation
In these cases, please contact us at contact@theneirokids.com and include your order number together with a short description of the problem. Screenshots are helpful but not required.
5. How to Request a Refund
Send an email to contact@theneirokids.com with:
- Your order number
- The email address used at checkout
- A short description of the issue
We reply to every request within 2 business days. Where a refund is approved, we submit it immediately.
6. Refund Processing Times
Approved refunds are returned to the original payment method through Stripe, our payment processor. We cannot refund to a different card or account.
Once we submit the refund, Stripe forwards it to your bank. The money typically appears on your statement within 5 to 10 business days, depending on your bank. This part of the process is outside our control.
If more than 10 business days have passed and you still see nothing, contact your bank first, then write to us and we will send you the refund confirmation from Stripe.
7. Technical Support
Most problems are access problems rather than product problems, and they are usually quick to fix. Before requesting a refund, please let us try to help.
Common issues we resolve the same day:
- The delivery email did not arrive
- The Google Drive link asks for permission
- A PDF will not open or prints incorrectly
- You need the files sent to a different email address
Write to contact@theneirokids.com and we will sort it out.
8. Prices and Promotions
Prices are shown at checkout including any applicable taxes. Promotional prices apply only while the promotion is running. We do not issue partial refunds if a product later becomes available at a lower price.
9. Agreement
By completing a purchase on our website, you confirm that you have read and accepted this Return & Refund Policy.
We may update this policy from time to time. The version in force is the one published on this page at the moment of your purchase.
European Union: Right of Withdrawal
If you are resident in the European Union, you normally have 14 days from the date of your order to withdraw from the purchase, without giving a reason.
Before you access the files: the right of withdrawal applies in full. Contact us within 14 days and we will refund your order.
After you access the files: at checkout you are asked to confirm two things — that you want the digital content delivered to you immediately, and that you understand this means you lose your right of withdrawal. Once you have given that confirmation and the content has been delivered, the 14-day right no longer applies.
This reflects Article 16(m) of Directive 2011/83/EU on consumer rights.
To exercise your right of withdrawal, write to contact@theneirokids.com within 14 days of your purchase. You do not need to use a particular form, but stating your order number speeds things up. We will process your request within 14 days of receiving it.
Need Help With an Order?
We answer every message within 2 business days.
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