Return Policy
As any other company Eltima Software provides 14-day Money Return Guarantee. As we are a software company, developing electronic products, our refund policy has some peculiarities. Please, get acquainted with our Refund Policy before you order our software in order to avoid dissatisfactions after the purchase.
1. Our software products, marked as "shareware", offer functional evaluation/download version for potential users to "try before you buy". We encourage our customers to evaluate the software prior to purchasing a software license. Our aim is to provide you with a software of highest quality and the best technical, sales and informational support services. To insure that you are receiving a good service and the purchased products work as they are announced to, Eltima Software offers an honor-based 14 days money-back-guarantee for all Eltima products purchase. Honor-based means we will be glad to return your investment when we are sure the product is malfunctioning (i.e. doesn't function according to the features declared at a product's homepage or other official product documents) on a client's computer (mobile device) and we receive assistance in finding out the reason on the side of our customer. For boxed versions (Backup CDs included) no shipping or handling charges will be refunded, even if the items are unopened and unsealed.
2. Since the purchase of shareware product from Eltima Software completes when you get a registration code to unlock the software, returning a software is usually more difficult to be controlled. Unlike the material product, the license cannot be taken back because once you have the key, no one can check whether you use it or not. In this regard a purchase of a software product equals to the acquisition of an electronic registration code, and as you can realize we cannot detect a usage of an electronic info.
3. Besides, when installing any of our products you have to agree to EULA. According to the EULA, Eltima Software does not offer any warranties with respect to its software. You are alerted about the possibility of software malfunctioning and you accept the software "as is". Please carefully read EULA when installing any sofwtare by Eltima for more details.
Thus, we should carefully check each refund request to make sure there is a solid ground for returning money. First of all, the refund request is processed only after a responsible tech person confirms the product malfunctioning. A technician will thus request some information from a Client and the Client should follow all the recommendations and provide the technician with all the relevant information.
Please note: We can only accept returns within 14 days of the purchase date. Eltima Software uses the postmark or fax date of the returned Form of Destruction to determine compliance.
a. Send us an email with "Refund Request for Order # ..." subject. In an email specify the reason for asking for refund. Don't forget to mention your Order ID (Reference Number, Invoice #) as it is a main identification of your purchase. No refund request can be reviewed without order ID. Please, provide us with as many details as possible. This will help us to confirm the problem.
b. Upon receiving your refund request, we will make a decision after technical investigation. Please allow us up to three business days to investigate the cause of the malfunctioning and issue a refund. You should expect an email from support@eltima.com and be ready to provide our technician with additional information.
c. If your refund is approved, it might take up to a day to process it. You will get the money returned according to your payment method. Purchases with credit cards will be refunded to the credit card used to purchase the product, and check and money order purchases will be sent a check. If you ordered the Boxed CD version, return it with all the original packaging and its contents to the Sender address on the envelope. If you ordered the electronic version only, destroy all the copies of the license.
5. Please, realize the cases in which the refund requests are never approved according to our refund policy:
a. a Client refuses to follow the instructions of the support team or doesn't provide the requested assistance;
b. there is a fix to the reported malfunctioning which makes a product functional on a Client's PC;
c. the software was purchased by mistake or on assumption that it does something that it is not intended to do;
d. there is a functional peculiarity which is mentioned in the User Guide to the software or on the product website;
e. a client purchased the software for a different OS than the one used by a client (in this case we will be glad to offer 50% discount for a needed software);
f. a Client didn't read the license description and purchased a license type which doesn't meet his needs;
g. the bug reported was fixed in a newer version than a Client owns and the Client refuses to upgrade;
h. a refund request is submitted beyond 14 days after the purchase date;
i. a software purchased from Eltima Software was lost, stolen, damaged or traded;
k. a client purchased a software not from Eltima Software official resellers mentioned and linked to from our websites, but from third parties, not related to Eltima Software. If you are unsure, contact sales@eltima.com before purchasing.
IMPORTANT: we are always ready to meet our clients halfway. So, if you discovered that the product you purchased from us is not exactly what you wanted, let us know to support@eltima.com and we will offer you a solution, a discount or a replacement.