We want you to be happy with your purchase. Because our products are digital files delivered instantly, our refund policy is designed to be fair while accounting for the nature of digital goods that cannot be "returned."
| Situation | Refund Available? | How to Request |
|---|---|---|
| Within 14 days, download links not accessed | Yes — full refund | Email support@hugothack.com |
| Within 14 days, download links accessed | No — sale is final | Exceptional cases only (see below) |
| After 14 days | No | — |
| Technical delivery failure (file not delivered) | Yes or re-delivery | Email support@hugothack.com |
| Wrong product delivered | Yes — full refund or exchange | Email support@hugothack.com |
| Duplicate accidental purchase | Case by case | Email within 24 hours |
To request a refund, email support@hugothack.com with the subject line "Refund Request" and include the email address used at checkout. We will verify your download status and process the refund within 5–10 business days.
Once your download link has been accessed — even partially — the product has been delivered and the sale is final. This policy exists because digital files are immediately usable and cannot be "returned" the way a physical product can.
We maintain a detailed, timestamped download log for every purchase, including:
This log constitutes evidence of delivery and will be used in the event of any payment dispute.
We may issue a partial or full refund at our sole discretion in genuinely exceptional cases (e.g., billing error, file corruption preventing any access). These are evaluated individually — please reach out to support@hugothack.com and describe the issue.
We do not offer refunds for:
If you did not receive your download email, or your links are not working and the issue is on our end, we will either re-issue your download links or issue a full refund — your choice. Please contact support@hugothack.com and we will resolve the issue promptly.
If you have an issue with your purchase, we strongly encourage you to email us first at support@hugothack.com. Most issues can be resolved quickly and amicably.
If a chargeback is initiated for a purchase where delivery is confirmed in our logs, we will submit our full evidence package — including purchase record, delivery confirmation, and download logs — to the payment processor to contest the dispute. Confirmed fraudulent chargebacks may be reported to fraud-prevention databases.
Approved refunds are processed within 5–10 business days. The refund will be issued to the original payment method. Depending on your bank or card issuer, it may take an additional 3–5 business days to appear in your account.
For all refund requests and purchase-related questions:
support@hugothack.com
Please include your order email address and a brief description of your request. We aim to respond within one business day.