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Refund & Returns Policy

Last Updated: September 16, 2025

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We at Home Murder Mysteries, LLC, want your party to be legendary—for the right reasons. Because our kits are instant digital downloads, our refund rules are a bit different from physical products. Read on for the details.

1. Overview

Standard Window

7  days from purchase.

Digital Rule

Once a file is downloaded or accessed (including viewing via link, QR code, cloud folder, or streaming), the order is no longer refundable except as noted under Errors on Our End.

Definition of "Accessed"

Any successful download, link open, QR code scan that displays files or content, or streamed file view—whether partial or full.

2. What’s Refundable (Rare but Fair)

Duplicate Purchase

of the same kit was made accidentally and at least one copy is not accessed.

Errors on Our End

If your files contain material errors caused by us (missing pages, broken links, incorrect pack assignments), you must give us a chance to fix them. If we can’t fix within a reasonable timeframe, we’ll refund the affected product.

Wrong File Delivered

If you received a different kit than purchased and haven’t accessed the correct one yet.

3. Not Refundable

We do not offer refunds or exchanges if:

  • You changed your mind or your plans.

  • You bought the wrong kit/size/complexity and accessed it.

  • You don’t have sufficient expertise or equipment/software to use the files.

  • You entered an incorrect email address or didn’t supply an email. (Contact us—if the files weren’t accessed, we’ll resend to the correct address.)

  • Pricing changes or promotions occur after your purchase.

  • Download/Access window elapsed: Our delivery links/QR codes are active for 30 days. Please download and back up your files promptly.

  • Gift cards or store credit—these are non-returnable.

4. Exchanges & Upgrades

Before Access

If no downloads/access have occurred, we can exchange for another kit of equal value or apply a price difference for an upgrade.

After Access

No exchanges or refunds.

5. File Access & Tech Requirements

  • We publish basic tech requirements (file formats, printing tips, PDF readers). It’s your responsibility to ensure compatibility.

  • If you experience a technical delivery issue (link expired, file corrupt) within 30 days, contact support and we’ll re-issue access.

6. Errors on Our End (Human Happens)

  • Tell us exactly what’s wrong (order #, which file/character pack, screenshots if possible).

  • We’ll aim to remedy quickly. If we cannot provide a corrected file, we’ll refund the affected item.

7. How to Request a Refund/Exchange

  • Email support@homemurdermysteries.com within 14 days of purchase. Include:

  • Order number and purchase email

  • Product name and version (Basic/Standard/Premium)

  • A brief reason for the request

  • Proof of issue (if claiming an error)

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Reminder: If our system shows files were accessed/downloaded, the order is ineligible for refund except under Errors on Our End.

8. Processing Times

Approved refunds are returned to the original payment method only within 7–10 business days (your bank may vary). We do not issue cash, checks, or refunds to different cards/accounts.

9. Chargebacks

Please talk to us first. Filing a chargeback without contacting support may delay resolution and can result in revocation of your license to use our content.

10. Statutory Rights & International Customers

United States
This policy applies to digital goods to the fullest extent permitted by U.S. law. Nothing in this policy is intended to limit any rights you may have under applicable federal or state consumer protection laws.

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European Union & United Kingdom
By choosing immediate digital delivery, you expressly consent to receive your files right away and acknowledge that you lose the standard 14-day right of withdrawal for digital goods once access or download has begun. If you have not accessed or downloaded your files, you may still withdraw within 14 days of purchase by contacting support@homemurdermysteries.com.

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Australia
Our refund policy does not override your rights under the Australian Consumer Law (ACL). You are entitled to a replacement, repair, or refund if a digital product has a major problem, and to compensation for any reasonably foreseeable loss or damage. If the issue is minor, we will remedy it within a reasonable time (e.g., by replacing or correcting files). Refunds are not required for change-of-mind, incorrect purchase, or failure to download within the stated access window.

12. Contact

Questions or need help with access? We’ve got you.
Email: support@homemurdermysteries.com
Hours: Mon–Fri, 9 AM–5 PM ET (excluding US federal holidays)

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