Return & Refund Policy

Instra Learn — Return & Refund Policy

Effective date: September 9, 2025

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1. Overview / Scope

This policy covers purchases made on https://instralearn.com/ ("Instra Learn"). It explains how refunds and returns work for both digital products (courses, downloadable content, access passes) and physical products (books, printed materials, merchandise, or any tangible items sold on the store).

Short summary:

  • Digital products are non‑refundable.

  • Physical products have a 7‑day refund & return window starting from the date of delivery.

2. Definitions

  • Digital products: Any non‑tangible product delivered electronically, including online courses, downloadable files, video/audio content, membership or access passes, and any course-related digital resources.

  • Physical products: Any tangible item shipped to the customer (books, merchandise, printed course material, course kits, etc.).

3. Digital Products — Non‑Refundable

  1. All purchases of digital products on Instra Learn are final and non‑refundable once access is granted or the files are made available for download.

  2. If you experience technical issues that prevent access to a purchased digital product, contact us immediately at instralearn@gmail.com or +966-567637284. We will work to resolve access issues within a reasonable time (usually 48–72 hours). If we cannot restore access due to a platform error, we may, at our discretion, offer a replacement, credit, or refund in exceptional cases.

  3. Requests for refunds on the basis of change of mind, dissatisfaction with course content, or failure to use purchased materials are generally not accepted for digital products. We recommend reviewing previews, course outlines, and sample lessons before purchase.

4. Physical Products — 7‑Day Return & Refund Policy

Eligibility:

  • You have 7 calendar days from the date of delivery to request a return or refund for physical products.

  • Items must be returned in their original condition and packaging, unused, and with all tags, accessories, and manuals included.

  • Items that are damaged by the customer, soiled, or show signs of use may be subject to partial refund or refusal.

How to start a return:

  1. Contact us within 7 days of delivery at instralearn@gmail.com or +966-567637284 with your order number, item(s) to return, and reason.

  2. We will issue a Return Authorization (RA) with return shipping instructions and the address to send the item (the return address will be provided by support). Do not ship items without an RA — unauthorized returns may be refused.

  3. Customers are responsible for return shipping costs unless the return is due to our error (wrong item, damaged on arrival).

Refunds processing:

  • Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

  • If approved, refunds will be processed to the original payment method within 7–14 business days. The time it takes to appear in your account depends on your payment provider.

  • Shipping charges (both original shipping and return shipping) are non‑refundable unless the item was defective, damaged, or we shipped the wrong item.

Partial refunds & restocking:

  • If an item is returned in a condition that reduces its value (opened, missing parts, used), we reserve the right to issue a partial refund to account for diminished value.

  • We do not charge a restocking fee for approved returns in normal condition. If a restocking fee is applied it will be communicated before refunding.

5. Damaged or Defective Items

  • If your physical product arrives damaged or is defective, please contact us within 48 hours of delivery with photos of the damage, order number, and a short description.

  • For defective or damaged items we will, at our option, offer one of the following:

    • Replacement (if stock is available), or

    • Full refund including the original shipping charges, or

    • Store credit.

  • We may require proof of damage (photos or video). Do not discard packaging until the claim is resolved.

6. Exchanges

  • Exchanges for a different size, color, or product are treated as a return + new order. Contact support within the 7‑day window to request an exchange; we will provide return instructions and, if possible, reserve the replacement item.

  • Customers pay any price difference for higher‑priced items and are responsible for return shipping unless the exchange is due to our error.

7. Order Cancellations

  • Digital orders: If you cancel before access is granted (e.g., before the course is activated), we may be able to cancel and refund — contact support immediately. Once access is granted or downloads are provided, cancellation/refund is not available.

  • Physical orders: If you request cancellation before shipment, we will cancel and refund in full (including shipping if charged). If the order has already shipped, you must follow the returns process above.

8. Chargebacks & Fraud

  • If you open a dispute with your bank or payment provider without contacting us first, we may pause your access to purchased digital products and services until the dispute is resolved.

  • We encourage customers to contact us first so we can solve the issue quickly and avoid disputes.

9. International Orders & Duties

  • For international orders, customs duties, taxes, and import fees are the buyer's responsibility. These charges are non‑refundable by Instra Learn.

10. Privacy & Personal Data

  • During returns and refunds we will collect necessary information (order number, contact info, photos) to process the claim. Handling of personal data is governed by our Privacy Policy.

11. Changes to this Policy

We may update this policy from time to time. The current version will always be posted on the site. Last updated: September 9, 2025.

12. Quick templates (for internal use)

Return request confirmation (auto‑reply)

Subject: Return request received — Order #{{ORDER_NO}}

Hi {{CUSTOMER_NAME}},

Thanks — we received your return request for Order #{{ORDER_NO}}. We will review it and email you the Return Authorization and shipping instructions within 48 hours.

If you have any questions, reply to this email or call +966-567637284.

— Instra Learn Support

Refund approved (customer notification)

Subject: Refund processed — Order #{{ORDER_NO}}

Hi {{CUSTOMER_NAME}},

We received your returned item and processed your refund of SAR {{AMOUNT}} to your original payment method. Please allow 7–14 business days for the refund to appear in your account.

Thanks,
Instra Learn Support

13. Implementation checklist (recommended)

  • Add a visible link to this policy in the site footer and on product pages.

  • Add a short refund summary on each product page (e.g., “Digital product — non‑refundable” or “7‑day returns on physical items”).

  • Show policy acceptance checkbox during checkout for digital products (to reduce chargebacks).

  • Add automatic email templates (order confirmation, return instructions, RA issuance).

  • If selling physical goods, maintain a clear returns address in your backend and communicate shipping responsibilities.

If you want, I can also:

  • Produce a shorter “Customer‑facing summary” text for product pages and checkout.

  • Create ready‑to‑paste email templates for your Shopify automations.

  • Tailor the policy to a specific jurisdiction (e.g., Saudi Arabian consumer protection laws) — I will need to reference local rules for that.

End of policy document.