Refund Policy
Effective Date: October 1, 2026 · Last Updated: October 2026
1. Digital Goods Nature
All products sold on Sails & Shore (including individual spreadsheets, business toolkits, and bundled collections) are digital goods delivered immediately via instant file download and automated email.
Because digital files (Microsoft Excel .xlsx workbooks and PDF guides) cannot be physically returned once downloaded, we adhere to clear standards regarding refunds while ensuring complete customer satisfaction.
2. Customer Satisfaction & Technical Support Guarantee
We pride ourselves on crafting the cleanest, most reliable spreadsheet systems on the web. If you experience any difficulties opening, configuring, or using your purchased files:
- Dedicated Tech Support: Contact us at hello@sailsandshore.com with your order details. We will assist you with compatibility questions across Microsoft Excel, Google Sheets, or Apple Numbers.
- File Replacement / Repair: If a file appears corrupted or missing components, we will promptly issue an updated download link or repaired version.
3. Refund Eligibility & 14-Day Window
Refund requests will be honored in the following circumstances:
Eligible for Full Refund:
- Accidental duplicate purchases of the same product or bundle.
- Technical defects or formula errors that our support team is unable to rectify.
- Requests made within 14 days of purchase where the digital files have not been accessed or downloaded.
Ineligible for Refund:
- Change of mind after the file has already been downloaded and accessed.
- Purchases made without verifying application compatibility (all product listings clearly specify compatibility requirements).
- Requests submitted after 14 days from the original transaction date.
4. How to Request a Refund
To submit a refund request, please email our support team with:
- Your order email address
- Your Paddle Transaction ID (found on your email receipt, beginning with
txn_) - The name of the toolkit or bundle purchased
- A brief explanation of the reason for the request
Our team reviews and responds to all requests within 1 business day.
5. Merchant of Record Processing
Once approved by our team, refunds are issued directly through our Merchant of Record, Paddle. Refunds are credited back to the original payment method (credit/debit card, Apple Pay, PayPal, etc.) and typically appear in your account within 3–5 business days depending on your financial institution.
6. Contact Support
Sails & Shore Support
Email: hello@sailsandshore.com
We are available Monday – Friday, 9:00 AM – 6:00 PM EST.