Refund and Returns Policy

This Refund & Returns Policy outlines the conditions under which customers of
Insight Image SRL (“Company”, “we”, “us”, or “our”) may request refunds,
order cancellations, and product returns.
Our goal is to ensure transparency, fairness, and customer satisfaction.

1. Company Information

Insight Image SRL
Address: Str. Elena Farago, Nr. 9, Craiova, Dolj, Romania
Phone: +371 278-597-69
Email: [email protected]

2. Refund Policy for Digital Services

Due to the nature of digital marketing services, refunds may only be provided under specific conditions.
Digital marketing services include but are not limited to: consulting, SEO, PPC management,
social media management, ad setup, audits, branding, and other digital solutions.

2.1 Refunds Are Not Provided When:

  • Services have already been delivered partially or fully
  • Work has begun on your project, campaign, or strategy
  • Results do not meet subjective expectations (since performance depends on many external factors)
  • You fail to provide required materials, access, or approvals causing delays

2.2 Refunds May Be Approved When:

  • Payment was made by mistake or duplicated
  • No work has started on the project
  • A service cannot be delivered due to internal technical issues on our end
  • We mutually agree to terminate a project before work begins

Important:
Refund requests for digital services must be submitted within 14 days
from the date of purchase and before any work has started.

3. Refund Policy for Digital Products

Digital products (templates, tools, documents, downloadable content, software keys, etc.)
cannot be returned once downloaded or accessed.
All digital product sales are final.

Exceptions (eligible for review):

  • File corruption or download problems (we first attempt to fix or replace the file)
  • Duplicate purchases
  • Technical issues preventing product access

4. Refund & Return Policy for Physical Products (if applicable)

If your WooCommerce store includes physical items, the following conditions apply.

4.1 Return Window

You may return most physical products within 30 days of delivery.

4.2 Conditions for Returns

  • Items must be unused, undamaged, and in original packaging
  • Return shipping costs are the buyer’s responsibility unless the item was defective
  • Returned items must include proof of purchase

4.3 Non-Returnable Items

  • Opened software or access codes
  • Custom-made or personalized items
  • Perishable items (if applicable)

5. Order Cancellations

You may request order cancellation under the following conditions:

  • Digital services: Cancellation allowed only if no work has started
  • Digital products: Cannot be canceled once the download link is sent
  • Physical products: Can be canceled before the item is shipped

6. Refund Processing Time

Approved refunds are processed within 5–14 business days, depending on the original payment method and bank processing times.

7. Shipping Costs (Physical Items)

  • Shipping costs are non-refundable unless we made an error
  • Customers are responsible for return shipping fees
  • If a replacement is requested, shipping may be provided free of charge depending on the case

8. Damaged or Defective Products

If you receive a defective or damaged product, please contact us within 7 days of delivery.
You may be asked to provide:

  • Photos or video of the damaged item
  • Order number and contact details

We will offer one of the following:

  • A replacement item
  • A refund
  • Store credit

9. Chargebacks

Before opening a dispute or chargeback with your bank or PayPal, customers must contact us directly.
Unjustified chargebacks may lead to service suspension or legal action for fraud.

10. Contact Us

If you want to request a refund, return, or cancellation, please contact:

Insight Image SRL
Address: Str. Elena Farago, Nr. 9, Craiova, Dolj, Romania
Phone: +371 278-597-69
Email: [email protected]

We aim to respond within 24–48 hours.