Last updated: 28 August 2026
CRUX provides digital products such as toolkits, guides, templates, worksheets, checklists, prompt libraries and other downloadable resources.
Because these products are delivered digitally and cannot be physically returned once access has been provided, different refund rules apply compared with physical products.
1. Digital Products
All products sold through CRUX are digital unless clearly stated otherwise.
No physical product will be shipped to you.
After successful payment, access to the purchased digital product is provided through the website and/or the email address entered during checkout.
2. Change of Mind
Once a digital product has been successfully delivered or made available for download, we generally do not provide refunds simply because you:
- changed your mind;
- no longer need the product;
- purchased without reading the product description;
- found similar information elsewhere; or
- expected a different personal, academic or professional outcome where the product itself was delivered as described.
This does not affect any rights you may have under applicable consumer law.
3. When a Refund or Other Resolution May Be Available
Please contact us if any of the following occurs:
- you were charged more than once for the same purchase;
- payment was successful but you did not receive access to the purchased product;
- you received the wrong digital product;
- the supplied file is corrupted, incomplete or technically unusable;
- the product is materially different from the description, preview or inclusions shown at the time of purchase; or
- another refund or remedy is required under applicable law.
Where a delivery or technical problem can reasonably be corrected, we may first provide a replacement file, renewed download access or another appropriate solution.
If the problem cannot be resolved, an eligible refund may be issued.
4. Accidental Purchase
Digital access is normally provided automatically after successful payment, so cancellation after purchase may not always be possible.
If you purchased the wrong toolkit by mistake and have not downloaded or accessed it, contact us as soon as possible. We will review the request based on the circumstances.
5. Duplicate Payments
If you are accidentally charged more than once for the same order, contact us with your order and payment details.
Once the duplicate transaction is verified, the duplicate amount will be refunded.
6. Failed or Missing Delivery
If your payment is successful but you do not receive your download or access details, please first check:
- the email address used during checkout;
- your spam, promotions or junk folders; and
- the download information shown on the order confirmation page.
If you still cannot access your purchase, contact CRUX support.
We will attempt to restore access or provide the correct digital product. If CRUX is unable to provide the product you paid for, an appropriate refund or other remedy will be provided.
7. How to Request Support or a Refund
Please contact us through the Contact Us page and provide, where applicable:
- your name;
- the email address used for the purchase;
- your order number;
- the toolkit/product purchased; and
- a short explanation of the issue.
Additional information or screenshots may be requested when reasonably necessary to verify a payment or technical problem.
8. Complaint and Refund Processing
We aim to acknowledge consumer complaints within 48 hours of receiving them and resolve them within one month, in accordance with applicable requirements.
Where a refund is approved, it will normally be returned to the original payment method.
After the refund is processed, the payment provider or customer’s bank may require additional time to credit the amount. Normal payment-gateway refund processing may take approximately 5–7 working days, depending on the payment method and banking system.
9. Download Access After a Refund
Where a purchase is refunded, CRUX may revoke further download or account access to the refunded digital product.
Any licence granted for use of that product will also end following a full refund, unless applicable law requires otherwise.
10. No Physical Returns
CRUX currently sells digital products.
There is therefore no physical item to ship back and no physical-return procedure applies to these purchases.
11. Consumer Rights
Nothing in this Refund and Returns Policy is intended to exclude, restrict or override any right or remedy that cannot legally be excluded under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or other applicable law.
12. Contact
For refund, payment or digital-delivery issues, please use the Contact Us page on CRUX: