Refund & Exchange Policy

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Last Updated: November 19, 2025

We strive to provide the highest quality mockups & templates to our customers. However, we understand that there may be situations where a refund or an exchange is necessary.

Please note that due to the nature of digital products, we can only offer refunds/exchanges under very specific circumstances:

  1. Product Exchange

    We offer a product exchange under the following circumstances:

    1. You want to upgrade your license:

      We're happy to facilitate a license upgrade. Before doing so, please send us an email and will assist you in upgrading your license.

      License upgrade can only follow this order: Student > Designer > Business (No downgrade).

    2. You have purchased the wrong volume (vol.) of a product:

      If you'd like to exchange a product for another (e.g., you purchased a mockup for a 2lbs protein jar, but instead of purchasing Vol. A1-Pro, you have mistakenly purchased Vol. A2-Pro), we’d be happy to facilitate an exchange. Please purchase the product you intended to purchase then send us an email on sales@designwarlord.com with the order number of both products so we can process the refund for the original purchase.

    You must request an exchange within 3 days of your purchase.

  2. Product Refund
    1. To be eligible for a refund:
      1. You must request a refund within 3 days of your purchase.
      2. Your refund reason must be one of the reasons listed below:
        1. You have been charged multiple times for the same product.
        2. The product is unavailable for download due to technical issues on our end.
    2. We cannot issue a refund for any of the following reasons:
      1. You (or your client) no longer need the product.
      2. You don’t have sufficient expertise to use the product.
      3. You don’t have the required software (described in the listing) to open and edit the product.
      4. You are having trouble downloading the product because of issues related to your internet service.
      5. You claim that someone else used your computer, mobile device, credit card or PayPal account to purchase the product without your consent.
      6. You claim that you have found a better product on another website or platform and you no longer need our product.
      7. You claim that the product does not meet your expectations or standards.
      8. You claim that the product is lacking a functionality or a feature (aside from the ones in the listing).
      9. You thought you were buying a physical product, not a digital product.
      10. Your purchase was the result of an error or mistake by your AI chatbot or agent.
      11. Your purchase was made over 3 days ago.
  3. Exchange/Refund Process:

    To request an exchange or a refund:

    1. Contact our customer support team at sales@designwarlord.com with your order number and a brief explanation of why you are requesting a refund/exchange.
    2. We will review your request and respond to you within 2 business day:
    3. Depending on the type of request:
      1. License upgrade: We will provide you instructions and a special discount code for the license upgrade.
      2. Product exchange: If your request is approved, we will issue a refund of the 1st purchase to your original payment method within 2 business days.
      3. Refund: If your request is approved, we will issue a refund to your original payment method within 2 business days.

It is important to note that we reserve the right to reject refund requests to protect the integrity of our business and ensure that refunds are only provided under the circumstances outlined above.

Digital products are fundamentally different from physical products in that they do not have the same level of materiality and cannot be returned or exchanged in the same way. Once a digital product has been downloaded, it cannot be "returned" in the same way that a physical product can be returned to a store.

Furthermore, digital products can be copied and shared easily, which means that if we were to provide refunds for digital products without proper safeguards in place, it would be possible for customers to abuse our refund policy by purchasing a digital product, copying it, and then requesting a refund while still retaining a copy of the product. This could be financially damaging for our business and unfair to other customers who have purchased the product legitimately.

Given these challenges, we have implemented a specific refund & exchange policy for our digital products that is designed to balance the needs of our customers with the sustainability of our business. Our refund & exchange policy outlines specific eligibility criteria and reasons for which refunds/exchanges may be granted, ensuring that we are able to provide refunds/exchanges in a fair and consistent manner while also protecting our business from abuse.