Refund policy

The 14-day money-back guarantee

If Sellhelm is not right for you, tell us within 14 days of buying it and we will refund the full amount you paid. This applies to every pack, and to everyone, whether you buy as a consumer or for your business. It applies even if you have downloaded, installed and used Sellhelm, and you do not have to give a reason.

If you are a consumer you also have a legal right to cancel a distance contract within 14 days. For digital content that legal right ends when you first download Sellhelm or receive your licence key, because at checkout you asked us to supply it straight away and acknowledged that. Our guarantee is on top of that legal right and carries on regardless: you can still have a full refund in the 14 days after downloading or using Sellhelm. See section 9 of the terms.

How to ask

Sign in to your account and open a support request under Order or billing, or email support@sellhelm.co.uk with your order number. Say clearly that you want to cancel and be refunded, for example: "I cancel my order [order number] and ask for a refund." Tell us why if you like: it helps us improve, but you do not have to. Asking by any clear means is enough; you do not need a special form.

How quickly

We refund without undue delay, and always within 14 days of you telling us. The money goes back to the card or account you paid with, at no charge to you. Your bank or card issuer then takes a further 5 to 10 working days to show it. You will get an email when we have made the refund.

What happens to your licences

When an order is fully refunded its licences are cancelled. Please uninstall Sellhelm from your computers and stop using it. A licence key that is already installed will not stop working by itself, because Sellhelm checks licences on your own computer, so we rely on you to do this.

After 14 days

If Sellhelm has a fault we will fix it. If we cannot, you may be entitled to a repair, replacement, price reduction or refund under the Consumer Rights Act 2015 (if you are a consumer), and we will honour that. Your statutory rights are never affected by this policy. If you have a problem at any time, please talk to us first: we can usually put it right faster than a bank dispute can.

Part refunds

If you bought a pack and only need fewer licences, ask us. We can refund part of an order where that is fair.

Something else went wrong with your payment

If you were charged more than once, or charged but received nothing, contact us straight away with your order number or the time of the payment, and we will put it right and refund anything you should not have paid.