Refund and Cancellation Policy

01 What this policy covers

This policy applies to digital products sold on npsofttech.com, including Shopify sections such as Watch Video & Buy. Payment is collected through Razorpay. Our team emails the files after a successful payment. There is no instant download and no physical parcel.

It does not replace a signed project or retainer agreement. Custom Shopify work, install help quoted after purchase, and items sold on third-party marketplaces follow those separate terms.

Related pages: Shipping and Delivery Policy, Terms and Conditions, and Privacy Policy.

02 Registered email only

The email you enter at checkout is your registered delivery email. We send purchased files only to that address. We will not send the files to a second email, a developer email, a colleague, or any other inbox.

If the message does not arrive, we can resend the same files to the same registered email after we match your order. We do not change the delivery email after payment.

A wrong, full, or filtered inbox is your responsibility. Check spam and promotions folders. Completing checkout means you confirm the email is correct and that you can open it.

03 Returns for digital files

Digital products are licensed files (for example Liquid sections, install notes and related assets). They cannot be returned like a physical parcel. We do not accept unused-file returns and we do not take files back in exchange for a refund after delivery.

If the files did not open or the attachment was incomplete, write to us from the registered email with your order number. We will resend the same product to that same email. That is a replacement, not a refund.

04 Cancellation

Before payment completes. You can close Razorpay checkout or leave the product page at any time. An unpaid or abandoned checkout is not a completed order. No charge should remain, apart from a bank or wallet hold that your payment provider later releases.

After payment, before we email the files. Email hello@npsofttech.com or WhatsApp +91 88 66 33 9851 with your order number and registered email. If we have not yet sent the files, we will cancel the order and refund the amount you paid.

After we email the files to the registered email. The order cannot be cancelled or refunded. This includes change of mind, theme fit, install difficulty, a request to send files to another email, or because you no longer want the product.

05 When we refund

We approve a refund only in these cases:

• You paid twice for the same product by mistake (we refund the extra payment)
• You cancel after payment and we have not emailed the files yet
• We fail to send the files to the registered email within 7 business days after a successful payment, counted Monday to Friday in IST and excluding public holidays

We do not refund for:

• Files already sent to the registered checkout email
• A request to deliver the files to a different email
• Change of mind, unused files, or a theme that does not support Online Store 2.0 sections when the product page stated that requirement
• Install mistakes, custom theme conflicts, or extra apps on your store (paid install help is a separate service)
• Razorpay offers, bank discounts or gateway coupons that reduce what you paid. Any refund is limited to the amount actually collected
• Source codes or apps bought on CodeCanyon, Google Play or another marketplace. Use that marketplace refund process

06 Chargebacks and payment disputes

If you have a billing question, contact us first at hello@npsofttech.com or WhatsApp +91 88 66 33 9851 so we can check the order.

A chargeback or payment dispute opened after we have emailed the files to the registered email may be contested with Razorpay and your bank, using the checkout record, payment confirmation and delivery email as proof. Opening a chargeback instead of writing to us does not create a refund right after digital delivery.

07 How to request a refund

Write to hello@npsofttech.com or WhatsApp +91 88 66 33 9851 Monday to Friday, 10:00 AM to 6:00 PM IST, except holidays. Include:

• Order number (for example NP1001)
• Checkout email and full name
• Reason for the request
• If files failed to open, a short description or screenshot

Please request within 7 days of the payment date. We may ask for order proof so we can match the Razorpay payment. We aim to reply within 2 business days during support hours.

08 How refunds are paid

Approved refunds go back to the original payment method through Razorpay. Banks and wallets often take 5 to 10 business days after we trigger the refund. We cannot credit a different account.

If a payment is still pending, failed or cancelled at Razorpay, there is nothing to refund. Start a new checkout from the product page if you still want the product.

09 Custom work and marketplaces

Paid install help, custom Shopify sections, theme work and retainers follow the quote or agreement for that job. Fees for completed custom work are not refundable unless that agreement says otherwise.

Android source codes listed on CodeCanyon, and consumer apps on Google Play or a product website, follow that store's refund and licence rules. This page does not override those marketplace policies.

10 Changes to this policy

We may update this policy by posting a revised version on this page and changing the "Last updated" date. The version on this page at the time you complete checkout applies to that order.