Help when a purchase goes wrong.

Cancellation

Consumers normally have a 14-day cancellation period for distance contracts. Digital-content cancellation rights can end when supply begins only if the required express consent, acknowledgement, and confirmation have been obtained. Payment, visiting a return page, or requesting support does not by itself establish that waiver.

To cancel, email [email protected] from the checkout email address and state that you wish to cancel. Include the product, purchase date, and order reference if available. You may use this wording: “I wish to cancel my Heirloom Core order, purchased on [date], reference [reference].”

Faulty or misdescribed content

Contact us if the product is faulty or materially different from its listing. Describe the issue, supported server version, and steps to reproduce it. An appropriate remedy may include a repair, replacement, or refund. Statutory remedies remain available.

Refund handling

Approved direct-store refunds return through Stripe to the original payment method. Processing time depends on the payment method. A refund or payment dispute may disable the licence and private downloads associated with that purchase. Do not send full licence keys or access links with your request.

Marketplace purchases must be handled under that marketplace's refund process. This pilot cannot refund an order placed elsewhere.