Sales and Refunds

1. The short version

Digital goods cannot be returned in a box, so once an item has been delivered to your email we do not offer change-of-mind refunds. What we do offer is a delivery guarantee: if you do not receive what you paid for, or what you receive is wrong, you get it re-delivered or your money back.

Every refund is paid in Litecoin, back to the address you paid from, in the exact amount you originally sent.

Not delivered? Wrong item? Lost credentials? Email support@sumox.net from your order address with the order number - that is the whole process.

2. When we refund in full

We will refund you in full, including the purchase amount, when:

• your payment confirmed but the item was never delivered, and we cannot supply it;
• the item sold out before dispatch and we cannot fulfil the order;
• we delivered something materially different from the listing - the wrong product, a shorter term, a different region - and we cannot replace it with the right one;
• your payment was received twice for the same order, or overpaid beyond the quoted amount;
• we cancel or decline your order after payment, for any reason including a suspected breach of the Terms;
• an item fails within the replacement window below and a redelivery does not fix it.

3. Redelivery comes first

For most problems our first fix is to send the item again - it is faster than a refund and it is what most customers want. If the same item fails twice, or a redelivery is not possible, we refund instead without argument.

Re-dispatching credentials you have lost is free, for as long as the underlying item is still valid. We keep every delivery on record.

4. The replacement window

If an item we delivered stops working within 14 days of purchase, tell us and we will replace it or refund it - provided the fault is not something you caused, and not a decision by the item's own provider against you.

Examples we treat as covered: a key that will not activate, credentials that were dead on arrival, a subscription that never started, a term materially shorter than advertised.

Examples we do not treat as covered: a password you changed and then lost, content removed or an account restricted by the provider after you used it normally, or the natural end of a fixed-term subscription.

5. What we do not refund

• Change of mind after an item has been delivered to your registered email address.
• The Litecoin network fee your wallet charged you to send payment - that is paid to the network, not to us, and we cannot return it.
• Differences caused by the exchange rate moving between when you paid and when we refund. You are refunded in the same Litecoin amount you sent.
• An account, subscription or licence that a third-party provider suspends, limits, bans or terminates after delivery, where we delivered what the listing described.
• Items you bought and then simply did not use.
• Partial periods of a subscription already consumed.

6. How to ask for a refund

Email support@sumox.net from the email address registered on your account. Refund requests go through that one inbox, so nothing gets lost between channels.

Include:

• your order number, or the name of the item and the date you ordered;
• the Litecoin address you paid from, so we can match the transaction;
• a short description of the problem, and a screenshot if it helps.

7. How long it takes

We review requests in the order they arrive and normally respond within 24 hours. Approved refunds are broadcast to the Litecoin network within five business days of approval, and then depend on network confirmation like any other payment.

You can see the transaction hash we send you - that is your proof of payment. We do not hold refunds back pending anything else.

8. How refunds are paid

Refunds go back to the exact Litecoin address the payment came from. This is deliberate: it protects you from someone claiming your refund, and it protects us from being asked to pay twice.

If that address is no longer under your control - an exchange account closed, a wallet discarded - tell us before we send, and we will discuss the alternative with you. We cannot be responsible for refunds sent to an address you specified that you no longer control.

We refund the amount you paid. We do not convert to dollars or any other currency, and we do not apply a restocking or administration fee.

9. Your statutory rights (EEA and UK)

If you live in the European Economic Area or the United Kingdom you have a 14-day right to cancel a distance contract. For digital content delivered electronically, that right ends once delivery begins - but only where you have expressly agreed to immediate delivery and acknowledged that you lose the withdrawal right as a result. Checkout includes exactly that acknowledgement.

That exception covers the cancellation right. It does not remove your rights relating to goods that are not in conformity with the contract: for example, digital content that is faulty, not as described, or not fit for purpose. Those claims are what sections 2 to 4 of this policy implement.

Nothing here limits the mandatory consumer protections of the country where you live. Where our policy and your local law differ, your local law wins.

10. About chargebacks

We accept Litecoin only, so there is no card issuer or payment processor for us to be charged back through. If you ask an exchange or a third party to reverse a payment you made to us, that is a breach of our Terms and we may suspend your account while it is resolved.

The reliable route is the one above: email support. Refund requests are not refused for being requests.

11. Contact about a refund

support@sumox.net for an initial reply, normally within a day. Quote your order number and the address you paid from and we will pick it up straight away.