Returns and complaints
Return and Complaint Policy
Our e-shop mainly sells digital products (downloadable files, software applications, and license keys). Delivery is electronic only, with no physical shipping.
Complaints for digital products
You may file a complaint in particular if:
- a file is corrupted, incomplete, or cannot be downloaded,
- the digital product is inaccessible or different from what was ordered,
- a license key does not work and the issue is not caused by misuse.
How to submit a complaint
Please contact support at podpora@tpsoft.org. For faster handling, include:
- order number,
- email address used for purchase,
- product name,
- clear description of the issue,
- ideally a screenshot or error message.
Complaint handling
We confirm receipt of your complaint without undue delay. We aim to resolve complaints as quickly as possible and no later than 30 days from submission, unless applicable law requires a different period.
If the complaint is justified, we will provide an appropriate remedy, such as a working file, a new license key, a technical fix, or, where conformity cannot be restored within a reasonable time, a price reduction or refund.
Right of withdrawal
For distance contracts, consumers generally have the right to withdraw from the contract within the statutory period without giving a reason.
Digital content and loss of withdrawal right
If digital content is delivered immediately after payment (for example by providing a download link, license key, or access activation) and the customer expressly agreed to start delivery before the withdrawal period ends and acknowledged losing the withdrawal right, the withdrawal right expires once delivery starts.
When a refund may or may not be granted
- A refund may be granted if the product cannot be delivered, has a proven defect, or cannot be brought into conformity within a reasonable time.
- A refund may not be granted if the issue is caused by misuse, failure to meet technical requirements, third-party interference, or other circumstances outside the seller's responsibility.
Contact and support
If you need help, contact us at podpora@tpsoft.org. We will be happy to assist with product access, activation, and complaint handling.