The short version
Broken file, missing download or not what the product page described: tell us within 14 days and we will fix it or refund you in full. Changed your mind after downloading a working file that matched its description: we cannot refund that, for the same reason a shop cannot take back a photocopy.
When we refund
We refund in full, without argument, when:
- the download never arrived and we could not get it to you;
- the file is corrupt, incomplete, or will not open in the software the product page named;
- the file is materially different from its description — missing what the “What’s inside” list promised, or a different format from the one advertised;
- you were charged twice for the same order, or charged for an order that failed.
In most of these cases the faster fix is a working file, and we will offer that first. If you would rather have the money, say so and you get the money.
When we cannot refund
We do not refund because:
- you changed your mind after downloading a file that works and matches its description;
- you bought the wrong product, or bought the same product twice, and have already downloaded it — write to us anyway, we will usually swap it;
- you do not have the software the product page listed as a requirement;
- you do not know how to use the file, and have not asked us for help;
- a third party — Notion, Microsoft, Adobe, Blender — changed something at their end long after your purchase.
None of that stops you writing to us. Several of these end in a refund anyway once we hear the details.
Your 14-day withdrawal right, and what happens to it
Consumers in the EU and UK normally have 14 days to withdraw from an online purchase. That right does not survive the download of a digital file: at checkout you agree that delivery begins immediately and that you lose the right of withdrawal once the download starts. This is not us taking a right away quietly — it is the standard consent for instant delivery, it is written into the checkbox you tick at checkout, and it is why your file is available a second after payment instead of a fortnight later.
If you have not downloaded anything, your withdrawal right is intact. Ask within 14 days and you get a full refund with no questions.
How to ask
Write to support@ombelo.co or use the contact form, with:
- your order number — it is in the order email and in your account;
- which file is the problem;
- what happened when you opened it, and what you opened it in.
We answer most requests the same working day, and every one within three. You are talking to the people who made the file, not to a queue.
How the money comes back
Refunds go back the way they came — to the PayPal account or card used at checkout. We issue them within three working days of agreeing one. How long the money then takes to appear is your payment provider’s business, but it is usually one to five working days for PayPal and up to ten for a card.
We refund the full amount you paid, including any tax we charged. We do not charge a restocking or handling fee: there is nothing to restock.
After a refund
A refund ends your license to the file. Delete the copies you have — that includes the ones you duplicated into a Notion workspace, dropped into a project, or handed to a colleague. Your download link stops working when the refund is issued.
Chargebacks
If you open a dispute with PayPal or your bank before writing to us, the first thing that happens is that we get a form to fill in and you get a wait of several weeks. Writing to us instead usually ends the same day. We keep order records, download logs and this policy, and we do respond to disputes — but nobody enjoys that route, least of all the person who just wanted a working file.
Files bought through Gumroad
If you bought from our Gumroad listing rather than here, Gumroad took the payment and their refund process applies. Write to us anyway if the file itself is the problem — we will get you a working one, and we will tell Gumroad it is our fault.
Questions before you buy
If you are not sure a file fits your situation, ask first. We would rather answer a question than process a refund, and you would rather have the right file than a credit note. The FAQ covers the usual ones.