Refund Policy
This policy explains how refunds are handled for digital products purchased through DukaDigital.
Last updated: April 19, 2026
Digital Product Nature
DukaDigital sells downloadable digital products. Because digital goods can be accessed, copied, and used immediately after purchase, refunds are handled carefully.
Once a product has been successfully delivered or downloaded, refunds may not be available unless there is a clear technical issue, duplicate payment, or delivery failure.
Eligible Refund Situations
A refund or resolution may be considered where a customer was charged twice for the same order, paid but did not receive access, or received a product that cannot be opened due to a verified file issue.
Where possible, DukaDigital may first attempt to resolve the issue by regenerating download access, replacing the file, or providing support.
Non-Refundable Situations
Refunds may not be issued where a customer changed their mind after downloading, purchased the wrong product, lacks required software, or expected features not listed on the product page.
Customers should review product descriptions, compatibility notes, and screenshots before purchasing.
How to Request Help
Customers should contact support with the order email, phone number used during checkout, payment reference, product name, and a clear description of the issue.
DukaDigital will review the request and determine whether replacement access, technical support, store credit, or refund is appropriate.
Processing Time
Approved refunds may take time to reflect depending on the payment provider, bank, mobile money provider, or transaction method used.
DukaDigital may request additional verification before processing refund-related requests.
Need support?
For questions about purchases, downloads, refunds, or account support, contact DukaDigital through the support page.
Contact Support