Refund & Shipping Policy

• Digital resources: sales are final, except for broken files, misleading listings, duplicate purchases, or files you never accessed.
• Prints: cancelable until production starts. Damaged or lost prints get a reprint or refund.
• Every refund is reviewed by a person — first the seller (3 days), then Chinuch App support if needed. Nothing is automatic.
• Unpaid orders can be cancelled anytime from your order page — nothing was charged.

Go to Marketplace → Library → Orders & invoices, open the order, and choose Request refund. Pick the reason that fits and describe the problem — the seller reads exactly what you write.

Then:

• The seller has 3 days to approve or decline. You're emailed either way.
• If they approve, Stripe sends the money back to your original payment method — usually visible within 5–10 business days.
• If they decline (they must tell you why), you can escalate to Chinuch App support from the same order page. If they simply don't respond, it escalates on its own.
• Chinuch App support's decision is final.

You can withdraw a request at any point before it's decided. Refund requests should be opened within 60 days of purchase (30 days from the delivery estimate for print issues).

Digital resources qualify when:

• The files are corrupted, incomplete, or won't open;
• The listing materially misrepresented the content;
• You bought the same resource twice by mistake;
• You never downloaded or opened the resource.

Prints qualify when:

• The item arrived damaged or with a production defect;
• The package never arrived;
• The order hasn't entered production yet and you changed your mind.

“I found it cheaper”, “I no longer need it”, or disliking a resource you've fully downloaded generally do not qualify — though sellers may still approve any request at their discretion.

Print items are made to order. Once our print partner starts production, that money is spent with the printer and can't be recovered, so the refundable amount excludes prints already in production. Your order page shows exactly what's refundable before you submit a request.

The exception is defects: a print that arrives damaged, misprinted, or never arrives is reprinted or refunded in full regardless of production status. Photos of damage help resolve these fast.

• Shipping costs are calculated at checkout and passed through to the print partner — the Marketplace doesn't mark up shipping.
• You'll receive email updates when your print enters production, ships (with tracking), and — where the carrier reports it — arrives.
• Production typically takes 2–5 business days plus carrier transit time. Dates shown at checkout are estimates.
• Double-check your address at checkout. Packages returned for a bad address can be reshipped at your expense; we can't redirect a package once it ships.

• Marketplace Terms of Sale — the full buyer agreement.
• Seller Agreement — the rules sellers agree to, including their duty to respond to refund requests.
• Privacy Policy and Terms of Service — platform-wide terms.