Since Birches Group, LLC is offering non-tangible irrevocable goods we do not issue refunds once the order is processed and the product is delivered. As a Client you are responsible for understanding this upon purchasing any item at our site.
However, we 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: 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 Billing department in writing within 7 days from the order placing date. Otherwise the product will be considered received and downloaded;
- Download and installation issues: it may happen that you are having problems while downloading the product or during its installation. Claims regarding such issues must be submitted to our Technical Support department. If you do not properly contact us during this period, we will presume a successful download and installation of the product with no further right of redress or refund for a “download or installation issue” reason. Failure to request assistance for downloading or installation within 3 days may result in a refund decline;
- Major defects: although all our products are thoroughly tested before release, unexpected errors may occur. Such issues must be submitted for our Technical Support Team’s review and acknowledgment. We reserve the right to rectify the error or defect within 5 business days. If a major defect is acknowledged and we fail to correct it within 5 business days from the date of the initial notification provided by a Client, a refund may be issued to the Client in full without any further compensation or reimbursement; or, at the Client’s option, replacement of the product with one of approximately the same value can be offered;
- Product not-as-described: such issues should be reported to our Technical 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 on the website. Complaints which are based merely on the Client’s false expectations or wishes are not honored. Sample products are available for evaluation purpose upon request.
Our Technical Support Team may be reached by using our Contact Form. Our Technical Support Team is always eager to assist you and deliver highly professional support in a timely manner. Please give it 12-24 hours for our Support Team to get back to you on the problem. Requests for a refund are accepted using our Contact Form within the period of 1 week after the order is delivered or made available for download. You should accompany such a request with a detailed explanation of the reasons why you are applying for a refund. Please make sure your request does not contradict the terms and conditions of this Refund Policy.