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Refunds & Returns Policy

At Bitstream Group, we fully stand by every product and service that we offer. Whether it’s a physical product, a custom web design, or cloud-based services, our goal is to ensure your satisfaction. However, we understand that sometimes you may change your mind or find that a service wasn’t exactly what you were expecting. That’s why we’ve structured a comprehensive Refunds and Returns Policy.

 

Physical Products
We offer a 30-Day Return Policy for all physical products. If you decide to return an item for any reason within 30 days of receiving your order, please email us at [email protected] with your order number, and we will provide detailed instructions on how to process the return.

  • Return Shipping Costs: Customers are responsible for the return shipping costs.
  • Condition: Items must be returned in “Like New” condition with all original packaging and accessories. “Like New” means that the items you ordered must not show any visual signs of wear.
  • Refund Process: Once the returned items are received and inspected at our warehouse, we will process your refund and notify you via email. Refunds will be issued to the original payment method. If the product is damaged upon delivery, please note it immediately upon signing and email photos to [email protected] on the same day of delivery. We will cover the shipping costs for defective, damaged, or incorrect merchandise.

 

Non-Physical Products
For non-physical products, including web design services, software services, professional services, and as-a-Service (aaS) offerings, the following terms apply:

  • Web Design and Development Services: Due to the customised nature of web design projects, refunds are not typically offered once the design process has begun. However, if there are concerns with the final outcome, we will work closely with you to address them. Cancellations made before significant work has commenced may be eligible for a partial refund based on the stage of the project.
  • Software and Cloud-Based Services: Refunds for software subscriptions, cloud services, or other online solutions will be handled on a case-by-case basis. If you experience technical issues or are dissatisfied with the service, please contact us for support and resolution. Refunds may be subject to the terms and conditions of the specific software or service.
  • Professional Services: Refunds are not available for professional services that have already been delivered. However, if you are not satisfied with the quality of the service provided, we encourage you to reach out to us, and we will make every effort to resolve the issue.
  • As-a-Service (aaS) Offerings: Subscription-based services or as-a-Service solutions are governed by specific agreements that outline the terms for refunds and cancellations. Requests for cancellations and refunds will be considered based on the agreement and level of service usage. For detailed information on cancellations, please refer to our Cancellation Policy.

 

Cancellations
If you wish to cancel an order for physical products or services that have not yet been shipped or fulfilled, please contact us immediately at [email protected] or call our customer service team. Orders cancelled before shipment or service commencement will receive a full refund.

For orders that have already been shipped or services that have already commenced, cancellations will follow our Cancellation Policy.

 

Damages
If your physical product arrives with damaged packaging or damaged contents, please follow these steps:

Note any damage when signing for delivery, or if the damage is significant, consider refusing the delivery. Photograph the damage using your smartphone or camera immediately after receiving the item. Email the photos to [email protected] on the day of delivery, and include your order number in the email. Visit our Returns page to lodge your return claim. We will promptly review your claim and work to provide a resolution as soon as possible.

 

Other Return Policy Notes
Vendor-Specific Policies: Certain products or services may have specific return policies. These will be noted in product descriptions or in product-specific return information. Certified Pre-Owned or Used Products: Products marked as certified pre-owned or used are not eligible for returns. One-Time or Temporary Use Purchases: Products purchased with the intent of one-time or temporary use are not eligible for returns. This includes orders intended for use in trade shows, conferences, or promotional events.

 

Contact Us
If you have any questions about our Refunds and Returns Policy or need assistance, please email us at [email protected]. We aim to make the process as simple and transparent as possible.

For more details on cancellations, refer to our Cancellation Policy.

 

Billing and Transactions
Bitstream Group is the billing entity for all brands, including Bitstream Test and Tag and Bitstream Media. All invoices and transactions will appear under the name Bitstream Group. By using our Services, you acknowledge that payments, receipts, and financial communications will be processed through Bitstream Group, regardless of the specific brand under which the service or product was obtained.