Defect-fix guarantee

What counts as a "defect"?

A defect, eligible for the 7-business-day fix-or-refund guarantee, is something that prevents the deliverable from doing what is described on /pricing and /builder:

• The website ZIP is corrupt, incomplete, or fails to extract.
• Critical pages (homepage, navigation, contact) fail to render in modern browsers.
• The promised features (multi-language, mobile responsive, SEO meta, sitemap) are demonstrably missing.
• A documented Lighthouse performance regression we cannot reproduce in our own pipeline.
• The delivered code does not compile or deploy on the platforms documented in DEPLOYMENT.md.

Buyer's remorse, change of business idea, design preference ("I wanted blue, not green"), or wanting different copy after generation — these are not defects. The product allows you to regenerate, edit, or buy a different template; refund is not the right tool.

How to request a refund

1. Email [email protected] with subject "Refund request".
2. Include your order ID (format NL-XXXXXX) and a clear description of the defect with screenshots, error messages, or a video clip if possible.
3. We reply within 24 business hours. Most defects are fixed and re-delivered same day.
4. If the defect cannot be reproduced or resolved within 7 business days, the refund is processed via Stripe (3–5 business days to land on your statement).

WordPress design service refunds

The hand-crafted WordPress service at /wordpress follows a per-milestone refund schedule documented at the time of order. Because that service is delivered as work-in-progress over 5–10 business days, refunds are tied to milestone acceptance rather than the all-sales-final clause that applies to instant downloads.

Legal basis — the waiver you confirm at checkout

Under EU Consumer Rights Directive 2011/83/EU Article 16(m) (and equivalent national implementations — Swedish Distansavtalslagen kap 2 §11 p 11, German BGB §356 Abs 5, French Code de la consommation L221-28 13°, Spanish Real Decreto Legislativo 1/2007 Art 103 m, Italian D.Lgs 21/2014 Art 59 1.o, UK Consumer Contracts Regulations 2013 Reg 37), the standard 14-day right of withdrawal for distance contracts does NOT apply to the supply of digital content not on a tangible medium IF (i) the consumer has given prior express consent to begin performance during the 14-day withdrawal period AND (ii) the consumer has acknowledged that they thereby lose their right of withdrawal.

At NorthLuma checkout, you tick a box that reads:

"Yes — deliver my finished website now (this waives the 14-day cooling-off window). I expressly request that NorthLuma start delivering my digital purchase immediately, and I understand this means I lose my 14-day right of withdrawal under EU Consumer Rights Directive Article 16(m). The defect-fix guarantee (7 business days to fix any documented bug or full refund) still applies — and you can still cancel for a full refund within 24 hours, any time before you start the download."

That waiver is the legal mechanism that makes the "all sales final once downloaded" clause enforceable across the EU. It is industry-standard for digital deliverables — the same wording appears on Envato, ThemeForest, CodeCanyon, AppSumo, Gumroad, every digital marketplace operating in the EU. We log the consent timestamp + IP + browser fingerprint with your order record so it can be retrieved in a dispute.

B2B / commercial buyers: The 14-day consumer withdrawal right does not apply at all to business-to-business transactions in the EU. If you are buying with a company VAT number, the waiver above is informational; the contract is governed by general commercial law.

Defects we DO refund / fix

A documented defect — for which we either fix free within 7 business days OR refund — must meet one of these objective tests:

• The ZIP file is corrupted and cannot be extracted with standard tools (Windows / macOS / Linux native unzip).
• Required files are missing from the ZIP (HTML, CSS, JavaScript, or the README that documents deployment steps).
• The generated HTML fails to render in current versions of Chrome, Firefox, Safari, or Edge.
• The deployment steps in the included DEPLOYMENT.md produce a deployment failure on Vercel or Netlify free tiers when followed literally.
• A documented promised feature (multi-language output, mobile responsive layout, SEO meta tags, sitemap.xml) is demonstrably absent from the delivered ZIP.
• A Lighthouse performance regression we cannot reproduce in our own QA pipeline.

Things that are NOT defects (no refund)

The following are subjective preferences or changes of circumstance and are handled by re-generating, editing the downloaded code, or buying a different theme — not by refund:

• "I wanted different colours / fonts / images." → Regenerate in the builder for free, or edit the CSS in any text editor.
• "The copy doesn't match my tone." → Re-prompt with adjusted business description, or edit the HTML.
• "I changed my mind about starting the business." → Buyer's remorse is explicitly excluded under EU Art 16(m) once delivery began with consent.
• "I wanted features I didn't pay for" (e.g. you bought Starter $49 and want the Pro Source $297 features). → Upgrade by paying the difference.
• "I couldn't figure out how to deploy." → Email [email protected] with what step is unclear; we walk you through within 24 business hours. Deployment-support is included in your purchase, refund is not the right remedy.
• "The hosting provider charged me money." → Hosting is a separate service we do not control. Vercel + Netlify free tiers comfortably host our deliverables; if you chose a paid host, that is your contract with them.
• "I bought twice by mistake." → Duplicate-purchase refund applies only if the second download was NOT initiated. Once both downloads were started, both sales are final.

Chargebacks and disputes

Email us first. We resolve almost every issue within 24 business hours and a Stripe refund is faster, cleaner, and doesn't hurt your card record. Chargebacks initiated without contacting us first will be defended with our delivery, download, and email logs.

If a chargeback or refund is processed, the customer source license granted with the deliverable is revoked automatically. The download link expires immediately, the order is marked "refunded" in our database, and any continuing use of the delivered code in production constitutes copyright infringement actionable under Swedish and EU law (Lag (1960:729) om upphovsrätt till litterära och konstnärliga verk + InfoSoc Directive 2001/29/EC).

Customers who initiate fraudulent chargebacks (cardholder-not-present claims after delivery + post-download claims falsely framed as "product not received") are reported to the payment-network fraud database; subsequent purchases from the same card, IP, or company VAT number are auto-rejected.

Per-jurisdiction notes

• 🇸🇪 Sweden: Distansavtalslagen kap 2 §11 p 11 — digital innehåll utan fysiskt medium undantas från ångerrätten när konsumenten samtyckt till omedelbar leverans. Vår kassa-kryssruta uppfyller kravet.
• 🇩🇪 Germany: BGB §356 Absatz 5 — Widerrufsrecht erlischt bei digitalen Inhalten, wenn der Unternehmer mit der Ausführung des Vertrags begonnen hat, nachdem der Verbraucher ausdrücklich zugestimmt hat. Unsere Checkbox erfüllt §312f Abs 3.
• 🇫🇷 France: Code de la consommation Article L221-28 13° — le droit de rétractation ne peut être exercé pour les contrats de fourniture d'un contenu numérique non fourni sur un support matériel dont l'exécution a commencé après accord préalable exprès du consommateur. Notre case à cocher au paiement remplit cette condition.
• 🇬🇧 UK: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 Reg 37 — same digital-content carve-out post-Brexit.
• 🇪🇸 Spain: Real Decreto Legislativo 1/2007 Artículo 103 m — exclusión del derecho de desistimiento equivalente.
• 🇮🇹 Italy: D.Lgs 21/2014 Art 59 1.o — esclusione equivalente.
• 🇺🇸 USA: No federal right of withdrawal for digital goods. Most state UDAP statutes permit a no-refund-on-delivered-digital-goods policy when the policy is conspicuously disclosed pre-purchase (this page satisfies that disclosure standard).
• 🇮🇷 Iran / Persian-language customers: Iranian Consumer Protection Law (Qanun-e Hemayat az Hoquq-e Masraf-konandegan 1388) treats digital deliverables as completed-on-download; same posture.
• 🇸🇦 Arab markets (GCC): UAE Federal Consumer Protection Law No 15/2020 + Saudi Consumer Protection Law — digital goods delivered are non-refundable upon receipt unless defective.