Digital Delivery & Refund Policy
StartUGC sells both digital creator systems and physical Creator Gear. Delivery, shipping and refund handling depend on the type of product purchased.
Digital Products
Digital products are delivered electronically and do not require physical shipping. Access may be provided after purchase by email, through your StartUGC account, or through the delivery method stated for the product.
If you cannot access a digital purchase, use the StartUGC Contact form with your order number and the email address associated with the order. We will make reasonable efforts to restore access or provide a working replacement.
Digital refund review
We review refund requests for digital products when there is a duplicate charge caused by a technical or payment-processing error, when paid access cannot be delivered and support cannot resolve the issue, when the purchased file is materially defective or inaccessible and a working replacement cannot be provided, or when a refund is required by applicable law.
A change of mind after a digital product has been successfully delivered, accessed or downloaded does not normally qualify for a refund, except where applicable law provides otherwise.
Physical Creator Gear
Creator Gear is a physical product and requires shipping. Available shipping methods and charges are shown or calculated before the purchase is completed based on the items in the order, destination and available fulfillment options.
Physical products may be fulfilled separately from digital products. Tracking information is provided when available through the applicable fulfillment process.
Problems with a physical order
If physical Creator Gear arrives damaged, defective, incorrect, or with another fulfillment problem, use the StartUGC Contact form promptly with your order number and a description of the issue. Photos may be requested when they help verify damage or an incorrect item.
For other physical-product return requests, contact support before sending anything back. Return eligibility, instructions and any applicable return conditions can depend on the product, fulfillment route and applicable law. Items sent without return instructions may not be routed correctly.
Mixed Orders
If an order contains both digital products and physical Creator Gear, digital access may be delivered separately from the physical shipment. Shipping charges apply only to products that require shipping.
Refund Processing
If a refund is approved, it is generally issued to the original payment method. The time for the refund to appear after it is issued can vary by bank, card issuer or payment provider.
Consumer Rights
Nothing in this policy is intended to exclude, restrict or override rights that cannot legally be excluded under applicable consumer-protection law.
Contact
For order, delivery, access, shipping or refund questions, use the StartUGC Contact form and include your order number when available.