Refund Policy

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Refund, Cancellation & Replacement Policy

Effective Date: July 10, 2026
Last Updated: July 10, 2026

Welcome to EKSTAC33 (“EKSTAC33”, “Company”, “we”, “our”, or “us”). We appreciate your trust in our products and services. This Refund, Cancellation & Replacement Policy (“Policy”) explains the terms governing refunds, cancellations, replacements, exchanges, and related matters for all purchases made from or through EKSTAC33.

This Policy forms an integral part of our Terms & Conditions and applies to every purchase made through any official EKSTAC33 sales channel.

1. Scope of this Policy

This Policy applies to all purchases made through or facilitated by EKSTAC33, including but not limited to:

https://ekstac33.com
https://store.ekstac33.com
Any current or future subdomain of ekstac33.com
Customer account dashboards
Mobile applications
Digital download portals
Customer portals
Direct invoice payments
Payment links
QR code payments
Email-based orders
Telephone orders
WhatsApp Business
Facebook
Instagram
YouTube
Telegram
X (formerly Twitter)
Discord communities operated by EKSTAC33
Official resellers or distributors expressly authorized by EKSTAC33
Any other online or offline sales channel owned, managed, or officially operated by EKSTAC33.

Purchasing through any of the above channels constitutes acceptance of this Policy.

2. General Principles

Because EKSTAC33 offers digital products, customized creative services, software-related assets, educational materials, and physical merchandise, different refund rules apply depending on the nature of the purchase.

Customers are strongly encouraged to review product descriptions, specifications, compatibility requirements, pricing, and licensing information before completing a purchase.

A successful payment does not automatically create a right to a refund. Refunds are available only in the circumstances expressly described in this Policy or where required by applicable law.

3. Definitions

For the purposes of this Policy:

Digital Products include downloadable or electronically delivered items such as sample packs, presets, MIDI packs, project files, templates, software, e-books, online courses, downloadable videos, digital artwork, licences, and similar products.

Services include customized work such as music production, ghost production, recording, mixing, mastering, graphic design, branding, website development, application development, consultation, digital marketing, social media management, and any other professional service provided by EKSTAC33.

Physical Products include tangible goods such as merchandise, apparel, accessories, hardware, printed materials, or other items delivered by courier or postal service.

4. Digital Products

Nature of Digital Products

Digital products are delivered electronically and may become accessible immediately after payment. Because such products can be copied, downloaded, duplicated, or retained after delivery, they are treated differently from physical goods.

No Refund Policy

Except as expressly provided below, all sales of digital products are final.

No refund, cancellation, exchange, credit, or store credit will be provided once payment has been successfully completed.

This policy applies regardless of whether the customer has downloaded the product.

Circumstances That Do Not Qualify for a Refund

Refund requests will generally be declined where they are based on:

Change of mind.
Accidental purchase.
Purchasing the wrong product.
Failure to read the product description.
Lack of technical knowledge.
Software incompatibility that was disclosed or reasonably discoverable.
Failure to meet system requirements.
Duplicate purchases made by the customer.
Personal preference or dissatisfaction with creative style where the product matches its description.
Inability to use the product due to third-party software, hardware, operating systems, or internet connectivity.
Claims that the product was “not what I expected” where the description was accurate.

Technical Delivery Exception

A refund may be considered only if all of the following conditions are satisfied:

Payment has been successfully received by EKSTAC33.
The purchased product cannot be delivered due to a verified technical malfunction of an EKSTAC33 system.
Reasonable troubleshooting has been attempted.
EKSTAC33 is unable to restore access or re-deliver the product within a reasonable time.

Where these conditions are met, EKSTAC33 may, at its sole discretion:

Restore download access.
Provide a new download link.
Deliver the product through an alternative secure method.
Issue a full refund if delivery is not possible.

5. Custom Services

Acceptance of Orders

Service enquiries, quotations, and payments do not automatically constitute acceptance of a project.

A service order is deemed accepted only when EKSTAC33 confirms the order and agrees to undertake the work.

We reserve the right to refuse any service request without providing a reason.

Cancellation Before Acceptance

If a payment is made for a service that has not yet been accepted, EKSTAC33 may either:

Refund the payment in full, or
Obtain the customer’s consent to apply the payment to another service.

Cancellation After Acceptance

Once a service order has been formally accepted:

The order cannot be cancelled.
No refund will ordinarily be issued.
Production scheduling, resource allocation, planning, and creative work may commence immediately upon acceptance.

This policy exists because custom services involve time, labour, expertise, and resources that cannot be recovered once work begins.

Delay in Commencement

If EKSTAC33 is unable to commence or deliver the agreed service within three (3) calendar days from the date of order confirmation, and the delay is solely attributable to EKSTAC33, the customer may submit a written refund request.

Following verification, EKSTAC33 may:

Issue a full refund; or
Offer an alternative mutually agreed solution.

This entitlement does not apply where delays result from:

Missing files or information from the customer.
Failure to respond to requests for approval.
Requested revisions before work begins.
Scope changes initiated by the customer.
Third-party platform failures.
Payment verification delays.
Force majeure events.

6. Physical Products

Replacement Policy

Physical products are covered by a three (3) calendar day replacement policy commencing from the recorded date of delivery.

Replacement requests may be considered where:

The wrong product was supplied.
The product arrived damaged in transit.
The product contains a manufacturing defect.
Essential accessories are missing.

Mandatory Continuous Unboxing Video

To protect both customers and EKSTAC33 from fraudulent claims, a single, uninterrupted, continuous unboxing video is mandatory for all replacement requests.

The video must:

Begin before opening the parcel.
Clearly show all sides of the sealed package.
Clearly display the shipping label.
Show the package being opened without pauses, edits, cuts, or interruptions.
Show the condition of the product immediately upon opening.
Clearly capture any defect, damage, missing accessory, or incorrect item.

Edited videos, incomplete recordings, screenshots, or photographs alone may not be accepted as sufficient evidence.

Failure to provide the required continuous unboxing video may result in rejection of the replacement request.

Replacement Conditions

To qualify for a replacement, the customer must:

Notify EKSTAC33 within three (3) calendar days of delivery.
Provide the original order details.
Submit the mandatory unboxing video.
Return the product, if requested.
Ensure the product has not been intentionally damaged, altered, or repaired.

Shipping Costs

Unless the replacement results solely from an error by EKSTAC33 (such as shipping the wrong product or dispatching a defective item), shipping, courier, handling, insurance, customs duties, taxes, and related logistics costs may be deducted or remain non-refundable.

7. Non-Refundable Charges

The following charges are generally non-refundable:

Payment gateway fees.
Convenience fees.
Processing fees.
Platform fees.
Currency conversion charges.
Bank transfer charges.
Shipping charges.
Customs duties.
Import taxes.
Insurance charges.
Installation charges.
Setup fees.
Priority processing fees.
Consultation fees already rendered.
Charges for completed work.

8. Fraud Prevention

EKSTAC33 actively investigates suspicious refund and replacement requests.

Refunds or replacements may be refused where we reasonably suspect:

False statements.
Fabricated evidence.
Edited unboxing videos.
Multiple refund claims for identical circumstances.
Payment fraud.
Chargeback abuse.
Identity fraud.
Abuse of promotional offers.
Misuse of our policies.

We reserve the right to permanently refuse service to customers who engage in fraudulent conduct.

9. Chargebacks

Customers are encouraged to contact EKSTAC33 before initiating a chargeback with their bank or payment provider.

Improper or fraudulent chargebacks may result in:

Permanent account suspension.
Cancellation of licences.
Revocation of digital downloads.
Suspension of services.
Restriction from future purchases.
Recovery proceedings where permitted by law.

10. Refund Processing

Approved refunds will ordinarily be processed using the original payment method, unless otherwise required by law or agreed by the parties.

Processing times depend on banks, card issuers, payment gateways, and financial institutions and are outside EKSTAC33’s control.

11. Force Majeure

EKSTAC33 shall not be liable for delays or failures caused by events beyond our reasonable control, including natural disasters, internet outages, cyberattacks, pandemics, government actions, labour disputes, transportation disruptions, payment gateway failures, hosting failures, or similar events.

Such events do not automatically entitle customers to refunds.

12. Reservation of Rights

EKSTAC33 reserves the right to:

Approve or reject refund requests based on the facts of each case.
Request additional documentation.
Verify customer identity.
Investigate suspected fraud.
Modify or discontinue products and services.
Amend this Policy at any time.

Nothing in this Policy limits any rights or remedies available to EKSTAC33 under applicable law.

13. Governing Law

This Policy shall be governed by the laws of the Republic of India.

Any disputes arising out of or relating to this Policy shall be subject to the exclusive jurisdiction of the competent courts located in Hooghly, West Bengal, India, unless otherwise required by applicable law.

14. Contact for Refunds and Replacements

All refund, cancellation, replacement, or payment-related enquiries must be submitted in writing.

Refund & Replacement Support

Email: support@ekstac33.com

General Enquiries

Email: contact@ekstac33.com

Primary Website: https://ekstac33.com

Applicable Platforms: All EKSTAC33 websites, subdomains, stores, applications, customer portals, and official sales channels, including social media sales.