Refunds & your rights

How to request a refund

Open a purchase support ticket and include the order reference, product name, reason for the request and relevant evidence. For a technical issue, you can also contact the seller from My library. Staff review the case; submitting a ticket does not automatically approve or pay a refund.

Faulty or misdescribed products

Missing advertised files, corrupted downloads, an undelivered product or a resource that fails to work as described can justify a complaint. Depending on the facts and applicable law, the remedy may be a correction, replacement, price reduction or refund. Explain the problem so it can be assessed.

Changed your mind or found a later discount?

A later discount does not automatically change an earlier order's price. Difficulty learning a correctly described resource or buying for an unsupported use does not by itself prove a defect. These points do not remove any applicable withdrawal right or other mandatory consumer protection.

Withdrawal rights for digital purchases

Your withdrawal rights depend on the laws that apply to your purchase. Where a withdrawal period applies, any exception for immediate digital delivery must meet the applicable consent and confirmation requirements. Payment or a download alone is not a blanket waiver of your consumer rights.

Contact support or the operator listed in our terms with a clear statement that you wish to withdraw. Report defects promptly, but this help page does not impose a 30-day limit on statutory claims. No mandatory waiting period prevents you from contacting your bank or a competent complaints body.

How refunds are paid

For a direct seller purchase, an approved payment refund is processed through Stripe against the original seller payment. Membership refunds relate to Igniva's own payment. Bank processing times vary; support can confirm whether a refund was actually issued. Cancelling a membership stops future renewal and is not itself a refund request.

Stripe processing fees may not be returned to the seller. Any payment fees or recovery costs do not reduce a refund where the law requires the consumer to receive the full refundable amount.

If you disagree with a decision

You can ask Igniva support to review new evidence or explain its decision. An internal decision does not remove rights to contact your bank, a competent consumer complaints body or a court. Intentional misuse may be reviewed, but genuine complaints are not automatically rejected because of previous requests.