Why the policy is this simple
These are files. You can read a real sample of the contents, see every filename and read what the product does not do before you spend anything — so if it still turns out to be wrong for you, that is our description’s failure to be clear, not your mistake to pay for.
How to ask
Email sales@newwindow.io with the email address you bought with, or your order number from the receipt. That is the whole process.
You can also request it directly from Polar Software Inc., who took the payment — the link to your order is in the receipt they emailed you.
What happens then
Polar Software Inc. processes the refund as merchant of record. It goes back to the card or account you paid with — we cannot send it anywhere else. Banks typically take five to ten business days to show it, which is outside anyone’s control here.
Any tax you were charged is refunded with it. You will get a credit note from Polar for your records.
The files you already downloaded
We cannot un-send a download, and we are not going to pretend otherwise. When a refund is issued your licence to use the files ends, and we ask that you stop using them and delete your copies.
That is an honour system and we know it. We would rather run one than make honest people argue for a refund they are entitled to.
If you are a consumer in the UK or EU
You have a statutory right to withdraw from a distance purchase within 14 days. Digital content is a partial exception: that right can be waived once the download begins, and checkout may ask you to agree to immediate access.
It makes no practical difference here. Our policy gives you 14 days either way, whether or not the statutory right applies to your purchase, so you never need to work out which one you are relying on.
Before you raise a chargeback
Please ask us first. A refund takes one email and lands in days; a chargeback takes weeks, and we will approve the refund anyway. There is nothing to be gained by the longer route.