Return Policy
Shipped Products
You are welcome to return unopened, unstickered, unused, unmarked, OR undamaged product that is in its original packaging and that is in resaleable condition within 30 days of purchasing it. Once we have received the product back, a credit will be issued in the original form of payment.
No Exchanges: No product, on CD or download can be exchanged once purchased.
Defective Product: If you receive a defective product, please notify us within 48 hours of receiving your order. We will replace the product, or a credit will be given. .
Shipping Damages: Upon receipt of package from Purely Gates, please inventory order for accuracy and potential damage. In the event there is damaged, or missing items, please take a photo and contact us at: patricia@purelygates.com within 48 hours of receipt. Photos and order number may be requested so a claim may be filled if necessary. If the box is damaged upon delivery (please refuse). If that is not an option, please take pictures upon delivery of the condition of the box before opening it as well as the condition of the contents inside the box (this information is always requested by the shipping carrier). Please do not dispose of any damaged boxes which can be requested as part of the claim’s investigation.
Purchase of product is either on a physical CD or as a digital download, NOT both. The purchase of a CD does not come with a digital version.
Digital Downloads
Since PurelyGates.com offers non-tangible irrevocable digital goods we do not issue refunds once an order for a digital item is accomplished and the product is downloaded. As a customer you are responsible for understanding this upon purchasing any item at our site.
However, we realize that exceptional circumstance can take place with regard to the nature of digital files.
Therefore, we DO honor requests for the refund on the following reasons:
non-delivery of the product: due to some mailing issues of your e-mail provider or your own mail server you might not receive a delivery e-mail from us. In this case we recommend contacting us for assistance. Claims for non-delivery must be submitted to us within 7 days from the order placing date. Otherwise the product will be considered received and downloaded;
download and unzipping issues: it may happen so that you are having problems while downloading the product or its unzipping. Claims regarding such issues must be submitted to us within 3 days of download. If you do not properly contact us during this period, you agree that we may construe silence as a successful download of the product with no further right of redress or refund for a “download issue” reason. Failure to receive assistance for downloading or unzipping within 3 days may result in a refund decline;
major defects: although all the products are thoroughly tested before release, unexpected errors may occur. Such issues must be submitted to us for approval. We keep the right to rectify the error or defect. Replacement of the product of the same or around the same value can be offered.