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Shipping & Returns Policy

DIGITAL GOODS REFUND POLICY

Since our store is offering non-tangible irrevocable goods we do not issue refunds once the order is accomplished and the product is sent. As a customer 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 Support 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 Support department in writing within 7 days from the order placing date. Otherwise the product will be considered received and downloaded;

Download and/or unzipping issues: it may happen so that you are having problems while downloading the product or its unzipping. Claims regarding such issues must be submitted to our Support department. If you do not properly contact us during this period, you agree that we may construe silence as a successful download of the product with no further right of redress or support for a "download issue" reason. Failure to receive assistance for downloading or unzipping within 3 days may result in a support decline;

Major defects: although all the products are thoroughly tested before release, unexpected errors may occur. Such issues must be submitted to our Support department. We keep the right to rectify the error or defect within 72 hours.
Product not-as-described: such issues should be reported to our 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 customers false expectations or wishes are not honored.

Please note that we do not bear any responsibility and therefore we do not satisfy any refund/return/exchange requests based on incompatibility of our products with some third-party software (plug-ins, add-ons, modules, search engines, scripts, extensions etc) other than those which are specified as compatible for the product. We don`t guarantee that our products are fully compatible with any third-party programs and we do not provide support for third-party applications

Our Support department is always eager to assist you and deliver highly professional support in a timely manner. Thank you for purchasing our products.

Please, give it 12-24 hours for our Support department to get back to you on the problem. Requests for support are accepted at support@thegenealogystore.co.uk the period of 1 week

NON DIGITAL GOODS RETURNS POLICY

We will only exchange faulty goods within 14 days and only if you have notified us by emailing support@thegenealogystore.co.uk. all cds have been tested before posting

PLEASE NOTE: Complaints which are based merely on the customers false expectations or wishes are not honored

SHIPPING POLICY

We aim to send all products within 3 working days of receipt of payment however due to events outside of our control please allow up to 14 days for delivery

DOWNLOADABLE GOODS INSTRUCTIONS

Step 1 If you created an account just Login to your account using the username & password

Step 2 click on my account

Step 3 click View orders I have made under My Orders then click the View Button

Step 4 Under Download Links you will find the link for your Download

Step 1 if you went through Paypal without creating a store account one will have been created for you and sent to your email account please open the email and login with your Username & Password then follow steps 2 to 4 above

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