Refund policy
Last updated September 25, 2026
Everything we sell is a digital file that you can download as soon as you pay. Because a file can’t be “returned”, purchases are generally final once the files have been delivered. But if something went wrong, we want to fix it. Here’s how we handle the common cases.
To ask for help or a refund, email hello@redacteddept.space (or reply to your order email) with the email address you used at checkout, what you bought, and what happened. Every request is reviewed by a person.
Duplicate purchase
If you were charged twice for the same product by mistake, tell us and we’ll refund the duplicate charge.
Broken or unavailable file
If a file you bought is damaged, won’t open, is missing, or doesn’t match its description, we’ll first try to fix it or send you a working copy. If we can’t provide a working file, we’ll refund that product.
Paid but didn’t receive your files
If your payment went through but you didn’t reach your order page or get the order email, contact us. We’ll check the payment and send you a working link to your files. If we can’t deliver them, we’ll refund you.
Trouble downloading
Our files are large, so most download problems come from the connection or device. Before anything else, try:
- reopening your order page to get fresh links (each link works for 7 days);
- a stable Wi-Fi connection, and a computer or tablet rather than a phone on mobile data;
- checking that your device has enough free space.
If it still doesn’t work, email us with what you see and we’ll help. A refund is considered only if we can’t get the files to you.
Accidental purchase
If you bought something by mistake — for example, a product you already own, or the wrong bundle — contact us as soon as possible. We review these requests case by case, and it helps if the files haven’t been downloaded yet.
Change of mind
Once files have been delivered and downloaded, we generally don’t offer refunds just because you changed your mind.
Prizes and free files
Prizes from the prize terminal and free downloads cost nothing, so there’s nothing to refund. If one of them doesn’t work, tell us and we’ll try to fix it.
How refunds are paid
Approved refunds go back to the original payment method through Stripe. How long it takes to appear depends on your bank or card issuer, and is typically several business days. When a purchase is refunded, access to its files may end.
Before disputing a charge
Please contact us first — it’s usually the fastest way to sort out a problem.
Contact
REDACTED DEPT., 1017 El Camino Real #339, Redwood City, CA 94063, USA · hello@redacteddept.space · +1 415 916 4040