Before purchase
Digital products may be delivered by an account activation, license, code, invitation or access instructions. Product eligibility, term, permitted devices and any conditions for replacement should be clear on the listing. Please check those details before paying, especially where the offer depends on third-party terms or geographic availability.
When to request help
Contact SubStore with the order reference if delivery does not occur, access is unusable, the delivered product does not match the description, you were charged twice, or a covered failure occurs during the stated warranty period. Tell us when the issue started and what error occurred. Do not publicly share personal credentials or unnecessary payment information.
Delivery problems and incorrect orders
If we cannot provide the agreed digital product within the stated delivery arrangement, we will investigate and offer an appropriate remedy, which may include correction, a permitted replacement or refund. If the delivered product materially differs from the order, please contact us promptly. We will not rely on blanket “no refunds” wording to deny remedies required by applicable consumer law.
After delivery and warranty claims
Changing your mind after receiving properly described and functioning digital access may not qualify for a discretionary refund. This does not affect rights that apply where access was defective, misrepresented, unlawfully supplied or not delivered. During any plan-specific warranty, we may first attempt troubleshooting or a lawful replacement if that adequately resolves the issue and the customer accepts the remedy.
How requests are handled
Email [email protected] or use the published support channel during 2 PM–2 AM Pakistan time. Include the order number, product, issue and date, and a payment reference if needed. We will review available records, explain the decision and any further steps. A refund, if approved or legally required, is ordinarily initiated toward the original payment method where technically possible; bank and wallet processing times vary. The previously stated 3–5 business-day processing target is an estimate, not a waiver of statutory rights or a guarantee about bank settlement time.
Exclusions and fairness
We may decline a purely discretionary request involving a correctly delivered and functioning product or misuse that caused a failure, but each case will be assessed fairly. Fraud concerns do not cancel statutory rights. We do not automatically require you to accept a different brand or plan in place of a refund to which you are legally entitled.
Contact and escalation
If you disagree with a decision, reply with the original order reference and the reasons for reconsideration. We will review the dispute and explain any remaining options. Your rights under applicable Pakistani law take priority over any inconsistent sentence in this policy.
