Refund policy
Every Treloom guide is an instant digital PDF download — once it's delivered, it's yours forever. Because of this, all sales are generally final once the download has been delivered.
Our guarantee: if a guide is defective or not as described, we'll give you a full refund. That means if your file is faulty, incomplete, or won't open properly (and we can't fix it), or the guide genuinely doesn't deliver what its product page promised, contact us and we'll refund your purchase in full.
We'll also make it right in these situations — contact us at hello@treloom.com within 14 days of purchase:
- Download issues — if your file won't download or open, we'll resend it or fix the problem promptly.
- Duplicate purchase — if you accidentally purchased the same guide twice, we'll refund the duplicate.
- Wrong product — if you purchased the wrong guide by mistake and haven't downloaded it, we'll exchange or refund it.
To request a refund, email hello@treloom.com with your order number and a brief description of the issue. We respond within 3 business days. Claims that a guide is defective or not as described are not limited to the 14-day window — they are covered for as long as your statutory rights provide.
Your statutory rights. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy you have under applicable consumer protection laws that cannot lawfully be excluded, including (where applicable) the New Zealand Consumer Guarantees Act 1993 and the Australian Consumer Law.
EU & UK customers. If you are a consumer in the European Union or the United Kingdom, you normally have a 14-day right of withdrawal from an online purchase. For digital content that is not supplied on a physical medium, by completing your purchase you expressly consent to immediate delivery of the digital content and acknowledge that you lose your right of withdrawal once the download of the content has begun. This does not affect your statutory remedies if the content is faulty or not as described.