Refund policy

One board pack costs €12, £12 or $12. That is the total: no VAT is charged, and there is nothing else to buy.

If the pack is wrong, we refund it

Page numbers in the wrong place, a contents page that does not match, bookmarks that do not open, a document that came out mangled — email hello@boardpackfactory.com with what went wrong and we refund you. We would also like to see the problem so we can fix it, but a refund does not depend on you helping us debug it.

If you paid but did not get your pack

You do not need to pay again. Go back to the builder in the browser you paid in: it keeps a record of your purchase for 30 days and will check the payment and build the pack again without a second charge. If that does not work, email hello@boardpackfactory.com with your order reference and we will sort it out, by refund if nothing else.

If you simply changed your mind, we still refund it

Within 14 days of the purchase, ask and you get your money back. We do not ask why.

Please ask us before your bank

If something is wrong, please email us before disputing the payment with your bank. A refund from us reaches you sooner than a chargeback does.

The withdrawal right

Before paying you tick a box asking for the pack to be generated immediately and confirming that you understand you then lose your statutory right of withdrawal. That consent is recorded with your payment, and the order confirmation we email you after payment repeats it. Art. 16(m) of the Consumer Rights Directive and § 356 (5) BGB let the right end once generation has begun on that basis; § 4 of the terms sets out how. This refund policy is what we offer on top of it, voluntarily, and none of that changes it.

What we can see

Very little, and this shapes what a support conversation can look like. Your documents are assembled in your browser and are never uploaded, so we cannot inspect a pack, reproduce it, or recover one you have lost. What we hold is what Stripe holds: the payment, its amount and date, the email address you gave at checkout and the order reference. Quote the order reference — it looks like BPF-7K2M-9Q4X and is in your order confirmation — and we will find it. The date and the email address you paid with work too.

How to ask

Email hello@boardpackfactory.com. There is no form. We aim to reply within one business day, and where a refund is due we issue it when we reply.

The money goes back to the card or wallet you paid with. Once we have issued it, your bank usually takes five to ten business days to show it, depending on the bank.