- General Provisions
This Refund and Return Policy governs the purchase of digital assets and video editing materials provided by Screentime New Zealand Limited, a company registered in New Zealand. By purchasing our digital content via www.screentimenewzealand.com, you acknowledge and agree to the terms outlined below. - Nature of Digital Content
Our services consist of the provision of non-tangible, digital video editing assets. Upon completion of your purchase, the digital content is made available for immediate download or access via your account dashboard. Given the nature of these products, they cannot be returned or repurposed once the download or access process has commenced. - Right of Withdrawal (European Union Customers)
In accordance with the European Union Consumer Rights Directive (Directive 2011/83/EU), consumers residing in the European Economic Area (EEA) are generally entitled to a 14-day cooling-off period for online purchases.
However, by proceeding with your purchase and clicking “Download” or accessing the digital assets, you expressly acknowledge and agree that the delivery of the digital content begins immediately. Consequently, you hereby waive your right of withdrawal once the digital content has been accessed or the download process has initiated. You acknowledge that you lose your right of cancellation upon the start of the performance of the contract.
- Refund Eligibility
Due to the immediate access nature of our digital products, all sales are final. Refunds will only be considered under the following circumstances:
Technical Failure: If the digital file is demonstrably corrupted or defective, preventing access to the purchased asset. In such instances, customers must notify our support team within 48 hours of purchase at video@screentimenewzealand.com. We will conduct a technical review and, if confirmed, provide a replacement file or an alternative resolution.
Duplicate Charges: In the event of a documented duplicate transaction for the same product, a refund will be issued to the original payment method.
Refunds will not be granted for:
Change of mind or preference regarding the aesthetic style of the assets.
Incompatibility with software versions not explicitly stated as compatible on our product pages.
Failure to download or access the files due to user-side internet connectivity issues.
- Claims and Resolution Process
Should you encounter a technical issue as defined in Section 4, you must submit a formal request to video@screentimenewzealand.com. Your request must include:
Order reference number.
A clear description of the technical issue.
Supporting evidence (e.g., screenshots or error logs).
Our team will investigate the claim and provide a response within 24 hours.
- Limitation of Liability
Screentime New Zealand Limited provides digital assets “as is.” While we strive to ensure the quality and compatibility of our materials, we do not provide warranties of fitness for a particular purpose. Our total liability for any claim arising out of or in connection with the purchase of our digital assets shall not exceed the actual price paid by the customer for the specific product in question. - Contact Information
If you have any questions regarding this policy, please contact our administrative team:
Email: video@screentimenewzealand.com
Tel: +64 930 33339