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Refund Policy
Since The Memory Book Shop is offering non-tangible irrevocable goods we do not issue refunds once the order is accomplished and the product has been sent to you via electronic download. As a customer you are responsible for understanding this upon purchasing any item at our site. You must own a valid copy (purchased or within the trial period timeframe) of Microsoft Wordģ to operate our templates. The template delivery system guarantees delivery via email. All download links are valid for 48 hours after purchase. If you need to download your template after expiration, please contact us by email immediately.
 
No exchanges. Failure on your part to purchase the correct template design does not warrant any type of exchange of a template. Make sure you read each product description carefully before purchase to ensure it is the correct design or style you want.
 
No refunds will be issued based on whether or not you were able to use your template in time for a funeral service or other event/reason. If your template is working and there were unforeseen technical problems relating to the configuration of your computer, we cannot take responsibility on the timeframe needed to create the program. If you experience ANY problems, it is your responsibility to contact our customer support immediately during office hours so we can assist you in getting your template fully functioning. Often it is the computerís configuration that some problems exists and we are able to assist and recommend what needs to be done in order to correct the issue but we must be notified and told you are experiencing an issue. We are not responsible for calls received after the fact and resulted in the template not being used.
 
We do however; realize that exceptional circumstance can take place with regard to the character of the product we supply.
Therefore, we do honor requests for the refund on the following reasons:
  • Non-Delivery of the Product/Download issues: due to some mailing issues of your e-mail provider or your own mail server you might not receive a delivery e-mail from us. In this case we recommend contacting us for assistance. Claims for non-delivery must be submitted to our Customer Support Department in writing within 7 days from the order placing date. Otherwise the product will be considered received and downloaded;
  • Major Problem Opening/Accessing Template: although all the templates are thoroughly tested before release, unexpected errors may occur depending on the configuration of your computer. Such issues must be addressed and submitted to us immediately upon receiving any errors or problems. We keep the right to rectify the error or defect within 48 hours by phone support and remote access to your computer to troubleshoot any issues. If we have exhausted all our efforts in troubleshooting the problem and were unable to find a resolution or solution, the refund will be issued to the customer in full without any compensations or reimbursements. OR, at customerís choice, replacement of the product of the same or around the same value can be offered;
  • Product not-as-described: such issues should be reported to our Customer Support Department within 7 days from the date of the purchase. Clear evidence must be provided proving that the purchased product is not as it is described regard the specifications noted on the website. Complaints which are based merely on the customerís false expectations or wishes are not honored.
Please note that we do not bear any responsibility and therefore we do not satisfy any refund/return/exchange requests based on incompatibility of our products with some third-party software (plug-ins, add-ons, modules, search engines, scripts, extensions etc) other than those which are specified as compatible in a description available on the preview page of each product. We donít guarantee that our products are fully compatible with any other software besides Microsoft Word 1997-2000, 2003, 2007, 2010 and up. Further, we do not provide technical support for software other than these applications noted.
 
Our Customer Support is always eager to assist you and deliver highly professional support in a timely manner. Thank you for purchasing our products. Also see the Terms of Use Policy.