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Refund Policy

Quick summary: Our products are delivered as instant digital downloads. Because digital files cannot be returned once accessed, most purchases are non-refundable. However, we will gladly assist and provide refunds where there has been a genuine technical or payment issue, as outlined below.

1. Why Digital Products Are Different

Unlike a physical product, a downloadable PDF cannot be "returned": once it's downloaded, you have permanent access to the content. For this reason, and in line with standard practice for digital goods, we do not offer refunds simply for change of mind, buying the wrong kit by mistake, or deciding the theme isn't for you after downloading.

2. When You Are Eligible for a Refund

We will issue a full refund if any of the following apply, and you contact us within 7 days of your purchase:

  • You were charged but never received your download link or order confirmation, and we are unable to resolve delivery within a reasonable time;
  • You were charged more than once for the same order (duplicate payment);
  • The file you received is corrupted, incomplete, or is genuinely not the product you ordered, and we cannot fix or replace it;
  • A payment was deducted from your account but the order does not show as successful on our end.

3. Non-Refundable Situations

  • Change of mind after downloading the file;
  • Ordering the wrong kit or bundle by mistake, once the correct one has already been downloaded;
  • Printing issues on your end (printer, paper, or ink problems);
  • Dissatisfaction with the game theme, difficulty, or content after playing;
  • Requests made more than 7 days after the purchase date.

4. How to Request a Refund

Email kits@escapezone.co.in with your order number and the reason for your request. We aim to respond within 24 hours on weekdays.

5. Refund Processing

Approved refunds are processed back to your original payment method through Razorpay within 7 to 10 business days. We do not offer cash refunds or refunds to a different account than the one used to pay.

6. Order Cancellations

Because delivery is instant after successful payment, orders cannot be cancelled once payment is complete.

7. Shipping and Delivery

There is no physical shipping. All products are instant digital downloads delivered by email and through your account, no item is ever shipped to your address.

Questions about a specific order? Email kits@escapezone.co.in with your order number, or check our FAQ page first, many common questions are answered there.