Refund policy

Digital Product Refund Policy

Due to the nature of digital content, all sales are generally considered final once a download has started or access has been granted. No refunds can be issued for "change of mind" or accidental purchases once the product has been accessed.

A refund can be issued only if the file/s provided meet the following criteria:

  • File/s are faulty or corrupted: The file is unusable or incomplete.
  • Has major technical issues: It fails to perform its intended function and we are unable to provide a fix within a reasonable timeframe.

Refund Request Window

  • Faulty Goods: You must notify us within 30 days of purchase to be eligible for a refund or technical fix.
  • EU/UK Customers: You have a 14-day right to cancel provided you have not yet started the download. Once the download begins, this right is waived.

How to Request a Refund

To initiate a request, please contact rachael@rouxsupply.co with:
  1. Your full name and order number.
  2. The name of the digital product purchased.
  3. A detailed description of the fault or reason for the request.

Processing and Outcomes

  • Resolution: We may first offer technical support or a replacement file to resolve the issue.
  • Refund Method: Approved refunds will be issued to your original payment method within 30 business days.
  • Access Revocation: Upon a successful refund, your license to use the digital product will be terminated, and you must delete any copies in your possession.