View Full Version : Need Refund Statement for MP3 Instructional Download

12-28-2012, 02:19 AM
My site sells an instructional audio in MP3 format.

My Merchant Service Provider insists that I include a Refund Statement someplace on the site....
However I cannot even imagine how this should go.

I don't foresee a reason to ever provide a refund.. if there are problems with the audio I will happily provide another download link. So its confusing and they are not much help.

Question: Does anyone know of any sites that discuss this? Anyone know the "rules" regarding this?


If somebody could just fire off a quick/good refund statement in the reply I could possibly get my site up before new years..something I wish for very much.

thanks in advance.

12-28-2012, 06:04 AM
Your Refund Statement could just be a statement that no refunds will be given. I believe your provider is simply requiring that you have a statement on your site that explains your refund policy, not that you have to give refunds.

12-28-2012, 08:39 AM
Right. I agree with that. But I'm unsure how it should be worded.

Simply saying "no refunds under any conditions" would scare customers away. I need a lawyer-ish diplomatic way
of saying "no refunds but if you have a problem with the file we will re-send the download links" or words to that effect.

Harold Mansfield
01-02-2013, 07:21 PM
"Refund Statement", "Terms of Service" ..basically if you are selling something online there should be a statement that tells consumers what to expect should there be any issues and what your policies are.

So as you have stated, if there is a problem, you just give the customer the link to a new download. That's the kind of thing that people expect to be in a "refund statement".

In a perfect world, you would have an attorney draw something up for you, but absent that, you are going to have to take a generic template and edit it to suit your particular situation/business/website.
Here's something generic that isn't ecmmerce specific, just general, but you should be able to get the idea enough to write your own and add your refund and other technical problems information, and customer rights and such:

The use of this website is subject to the following terms
Welcome to our website. If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern [COMPANY]’s relationship with you in relation to this website.

The term [COMPANY] or ‘us’ or ‘we’ refers to the owner of the website whose registered office is [BUSINESS ADDRESS] The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

• The content of the pages of this website is for your general information and use only. It is subject to change without notice.
• Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
• Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
• This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
• All trademarks reproduced in this website which are not the property of, or licensed to the operator are acknowledged on the website.
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• Unauthorized use of this website may give rise to a claim for damages and/or be a criminal offense.
• From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s)
• You may not create a link to this website from another website or document without [COMPANY]’s prior written consent.
• Your use of this website and any dispute arising out of such use of the website is subject to the laws of the United States of America.