Refund policy

Last updated: 11 September 2026

If a document is not what the page described, tell us and we will refund you. One email, no form, no argument. What we cannot do is refund a correctly described document simply because you have now downloaded and read it — that is how digital content works everywhere, and the reasons are below.

We will refund you if

The file is corrupt, will not open, or is missing content the product page said it contained.
You were charged twice, or charged for something you did not buy.
The download link failed and we could not get you a working one.
The product is materially different from its description on this site.
You bought the wrong item by mistake and tell us within 14 days, and we can see the file was not substantially used — we will usually swap it for the right one, or refund it.

Email contact@compliantbook.com with the address you used at purchase and what went wrong. We respond within one working day. Approved refunds are returned to the original payment method, typically within 5–10 working days depending on your bank.

The EU right of withdrawal, and how it applies here

Consumers in the EU normally have 14 days to withdraw from a distance contract. For digital content supplied on a non-tangible medium, that right is lost once performance has begun with the consumer's prior express consent and their acknowledgement that the right of withdrawal is thereby lost.

At checkout you are asked to confirm both. If you give that consent and download the file, the 14-day right no longer applies. If you buy and do not download, the right remains and we will refund you on request within 14 days.

This is not us being restrictive. It is the position under the Consumer Rights Directive, it is the same at every reputable digital seller, and the alternative — delaying your download by two weeks — would be worse for everyone. Where the rule is unclear in your particular case we will resolve it in your favour.

Business purchases

The statutory right of withdrawal applies to consumers, not to businesses. Most of our customers are businesses. We nonetheless apply the refund reasons at the top of this page to business customers as a matter of policy, because a document that was not what we said it was is our problem regardless of who bought it.

What we will not refund

A correctly described document that you downloaded and then decided you did not need.
A purchase where the objection is that compliance work still had to be done. Every product page says plainly that the template is a structure, not a substitute for the underlying work. Disclaimer →
A regulatory outcome. We cannot refund on the basis that an authority, notified body or customer did not accept your completed document.
Requests made more than 12 months after purchase.

Chargebacks

Please email us before raising a chargeback. We would rather refund you directly and immediately than spend a month on a dispute. If a chargeback is raised without contact and we find the purchase was legitimate, we may decline future sales.

Who processes the refund

Payments are handled by our reseller, which acts as merchant of record. We instruct the refund and they process it. The charge on your statement will show their descriptor, not ours.

Questions about this page: contact@compliantbook.com