Refund policy

RETURN & REFUND POLICY

Last updated: 19/02/2026

This Return & Refund Policy applies to purchases made from WAVESEMBER LTD, a company registered in England and Wales (Company No. 16832629).

1. Digital Products

All digital products are delivered electronically. No physical item will be shipped unless expressly stated.

Digital content is deemed delivered when:

  • Download access is made available;

  • Access credentials are issued; or

  • The file is made accessible through your account or email.

Immediate Access & Loss of Cancellation Rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK consumers normally have a 14-day right to cancel online purchases.

However, this right does not apply once digital content supply begins, provided that:

  • You have expressly requested immediate access; and

  • You have acknowledged that you lose your right to cancel once supply begins.

By completing checkout and accessing the digital content, you:

  • Request immediate supply; and

  • Acknowledge and agree that you lose your statutory right to cancel once delivery begins.

Once digital content has been delivered or accessed, the order cannot be cancelled.

2. Refunds for Digital Products

Due to the nature of digital content, refunds will not be provided where:

  • The product has been downloaded;

  • Access credentials have been issued;

  • The content has been accessed;

  • The issue arises from user error, lack of skill, incompatible devices/software, or failure to follow instructions.

Faulty or Misdescribed Digital Content

Under the Consumer Rights Act 2015, digital content must be:

  • Of satisfactory quality;

  • Fit for purpose;

  • As described.

If digital content is faulty or materially not as described:

  1. We may first offer repair or replacement where feasible;

  2. If repair or replacement is impossible or unsuccessful, you may be entitled to a refund or price reduction.

We reserve the right to investigate the issue and request reasonable evidence (including screenshots, error reports, or system details).

Refunds will not be issued for minor variations that do not materially affect functionality.

Technical Compatibility

It is your responsibility to ensure that your hardware, software, and skill level are compatible with the product before purchase.

We do not guarantee compatibility with all devices, operating systems, slicers, tools, or third-party software.

Duplicate Payments

Duplicate payments confirmed by our records will be refunded promptly.

3. Physical Products (If Supplied)

Where physical goods are sold, the following applies.

14-Day Cancellation Right

UK consumers may cancel within 14 days of receiving goods.

To exercise this right:

  • You must notify us within 14 days of delivery;

  • You then have 14 additional days to return the goods.

Return Conditions

  • Items must be unused and in original condition;

  • You are responsible for return shipping costs unless goods are faulty;

  • You are responsible for taking reasonable care of the goods while in your possession.

We may make a deduction from the refund for any loss in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Faulty or Misdescribed Goods

If goods are faulty, damaged, or not as described, you are entitled to repair, replacement, or refund in accordance with the Consumer Rights Act 2015.

Where goods are confirmed faulty, we will cover reasonable return shipping costs.

Refund Processing

Refunds will be processed within 14 days of:

  • Receiving returned goods; or

  • Receiving proof of return.

Original standard delivery charges will be refunded where cancellation rights are exercised within the statutory period.

4. International Orders

If you purchase from outside the UK, mandatory consumer protection laws in your jurisdiction may provide additional rights that cannot be excluded.

Nothing in this policy limits rights that cannot legally be restricted.

5. VAT

We are not VAT registered. Prices are not subject to VAT.

6. Refund Requests

To request support or a refund, contact:

support@wavesember.com

Include:

  • Order number

  • Full name used at checkout

  • Detailed description of the issue

  • Supporting evidence (screenshots, photographs, error messages where applicable)

We aim to respond within 2 business days.

7. Chargebacks and Abuse

We reserve the right to:

  • Refuse service;

  • Suspend access to digital content;

  • Restrict future purchases;

Where there is evidence of:

  • Fraudulent activity;

  • Unjustified chargebacks;

  • Abuse of refund processes;

  • Breach of licence terms.

Where a chargeback is initiated without first contacting us to resolve a legitimate issue, we reserve the right to dispute the chargeback and provide evidence of access, download logs, and transaction records to the payment provider.

This does not affect statutory rights.