Refund policy

Thank you for shopping with The Elephant Shop! We are committed to providing educational resources that help families feel informed, prepared, and supported throughout pregnancy, birth, postpartum recovery, infant feeding, and newborn care.

Please review this policy before purchasing. Because our products are delivered digitally, our return and refund guidelines differ from those for physical products.

1. Digital Products: All Sales Are Generally Final

The Elephant Shop primarily sells digital educational products, including downloadable workbooks, handbooks, study guides, online courses, and digital product bundles.

Due to the nature of digital products and the ability to access or download purchased materials immediately, all digital product sales are generally final and nonrefundable once access or delivery has been provided.

We do not ordinarily offer refunds for:

A change of mind after purchase.
Purchasing the wrong product or selecting a product that does not meet your personal preferences.
Failure to review the product description, contents, or requirements before purchasing.
Lack of use or failure to complete a course or download.
Purchasing a product that overlaps with another product you already own.
Inability to access a product because of an issue with your device, software, internet connection, or email account, when the product itself is functioning as described and the issue is outside our control.

We encourage you to review each product description carefully before completing your purchase. If you have questions about a product's contents or suitability, please contact us before ordering.

2. Technical Issues, Missing Files, and Duplicate Charges

We want you to receive the products you purchased. Please contact us if:

Your download link is missing, broken, or inaccessible.
A purchased file is corrupted, incomplete, or materially different from the product description.
You paid for a product but did not receive access.
You were charged more than once for the same order.
You experience a technical issue that prevents you from accessing a course or digital product.

We will make reasonable efforts to resolve access or delivery problems by providing a replacement file, correcting the access link, restoring access, or offering another appropriate solution.

If we cannot resolve a qualifying technical or fulfillment issue, we may issue a full or partial refund, as appropriate. Duplicate payments will be reviewed and corrected when verified.

Nothing in this policy limits any refund, cancellation, or other remedy required by applicable law.

3. How to Request Assistance or a Refund

To request help with an order, email ElephantSongDoulas@gmail.com with the following information:

Your full name.
Your order number.
The email address used at checkout.
The product purchased.
A brief explanation of the issue.
Screenshots or other documentation, if applicable.

Please contact us as soon as possible after discovering an issue. We recommend contacting us within seven (7) days of purchase so that we can investigate and assist promptly. This is a recommended support timeframe, not a waiver of any rights you may have under applicable law.

We aim to respond to customer inquiries within three (3) business days.

Please do not send payment card numbers or other sensitive financial information by email.

4. Approved Refunds and Processing Times

If a refund is approved, it will generally be issued to the original payment method used at checkout. We cannot guarantee that a refund can be sent to a different payment method.

Once processed by The Elephant Shop, refunds may take approximately five (5) to ten (10) business days to appear, depending on your bank, card issuer, or payment provider. Your financial institution may require additional time.

If your refund has not appeared after this period, please contact us with your order information so we can help you investigate.

5. Product Bundles and Promotional Purchases

Bundles and promotional offers are sold as packaged digital products at the price displayed at checkout.

If an issue affects one item in a bundle, we will review the circumstances and determine an appropriate resolution. A refund is not automatically guaranteed for an entire bundle because one component has an access issue.

Discounts, introductory prices, and promotional offers do not eliminate any consumer rights or remedies available under applicable law.

6. Exchanges and Order Changes

Because our products are delivered digitally, we do not offer traditional exchanges.

If you accidentally purchase the wrong product, contact us as soon as possible. We will review your request individually, but a product substitution, order change, or refund is not guaranteed once digital access or delivery has been provided.

7. Digital Delivery and Access

Digital products are delivered electronically through the download link, email, course platform, or other delivery method specified on the product page or at checkout.

Please check your inbox, spam folder, and promotions folder if you do not see your delivery email. Ensure that the email address provided at checkout is accurate.

If you still cannot locate your purchase, contact customer support for assistance.

Unless expressly stated in the product listing, purchases do not include printed materials or physical shipments.

8. Consumer Rights and Applicable Law

This policy is intended to explain our standard refund practices and does not override applicable consumer protection laws.

Depending on your location and the circumstances of your purchase, you may have statutory rights relating to refunds, cancellations, digital content, or products that are defective or not as described. Where applicable law provides a right or remedy that differs from this policy, we will honor the applicable legal requirements.

Customers purchasing from outside the United States are responsible for reviewing any applicable local consumer rights, and The Elephant Shop will comply with legal obligations that apply to its sales.