Refund Policy
Our approach to refunds, replacements, and support for digital downloads.
Instant digital delivery
All PriMat Story Studio products are one-time purchases of digital downloadable files (PDFs). After successful payment, you will receive access to your files immediately through your confirmation page and email. We do not sell subscriptions or recurring plans.
Paddle is our Merchant of Record
Payments for PriMat Story Studio products are processed by our authorized reseller Paddle.com Market Ltd ("Paddle"), which acts as the Merchant of Record for all orders. Paddle handles billing, invoicing, taxes, chargebacks, and refunds in accordance with its own applicable terms and buyer refund process (see https://www.paddle.com/legal/refund-policy).
Technical issues and replacements
If you experience duplicate charges, corrupted files, failed delivery, or another technical issue with your download, please contact PriMat Story Studio using the support email provided on the Contact page. We will work promptly to resolve the issue and, where appropriate, provide a replacement download at no additional cost.
Requesting assistance or a refund
Product support (download access, file issues, replacement files) is provided by PriMat Story Studio via the support email on the Contact page. Refund requests, however, are processed by Paddle as Merchant of Record: you can request a refund directly through https://paddle.net using the email address you used at checkout, or through the support options included in your Paddle transaction receipt. You may also contact PriMat Story Studio if you need help getting in touch with Paddle. Refund eligibility, approval, and processing are subject to Paddle's applicable Buyer Terms, Paddle's Refund Policy, and applicable consumer law — PriMat Story Studio does not itself determine, approve, or process refunds.
Your statutory rights
Nothing in this policy limits or excludes any statutory consumer rights you may have under the laws of your country of residence, including any applicable rights of withdrawal or refund for digital content.
How to reach us
For questions about your purchase, download access, or replacement files, please contact PriMat Story Studio using the support email provided on the Contact page. For refund requests, you may contact Paddle through the support options provided in your transaction receipt or contact PriMat Story Studio for assistance.
Contact support
Need help with a purchase or have a question about a refund? Please visit the Contact page for support information.
Contact Support