General No-Refund Rule

• All digital product and digital service sales are generally final after payment verification and successful delivery.
• Refunds are not issued for change of mind, buyer's remorse, duplicate orders placed by the buyer, or dissatisfaction with a platform's interface or features.
• Refunds are not issued because of buyer device limitations, unsupported regions, network issues, or failure to follow the provided instructions.

Limited Dead on Arrival Exception

A partial refund of up to 50% of the purchase price may be considered only when all of the following are met at the same time: the delivered product is completely non-functional on delivery, Tate Digital Shop cannot provide a working replacement within 48 hours of a valid complaint, the complaint is filed on time, and the required proof is submitted in full.

Complaint Window and Hard Deadlines

• A valid complaint must be filed within seven (7) calendar days from the purchase date.
• After ten (10) calendar days from purchase, refund claims are closed and the transaction is treated as complete for refund-processing purposes.
• Tate Digital Shop may still review support requests after that period at its discretion, but a replacement or refund is not guaranteed.

Proof Requirements

• A complete, unedited, continuous screen recording must be provided from the moment the Tate Digital Shop delivery message is opened through the failed login or access attempt.
• The video must include a visible date or time marker showing that the issue was raised within the complaint window.
• The order code, payment reference, and purchased product must be clearly identified in the complaint.
• Screenshots alone are not enough when the policy requires full video proof.

Non-Refundable Scenarios

• The product was working when delivered but later became affected by third-party platform enforcement, security changes, policy updates, or service interruptions.
• The buyer shared credentials, modified recovery details, changed key account settings, or allowed unauthorized access.
• The buyer violated the original platform's rules, device restrictions, or usage policies.
• The buyer no longer needs the product or ordered the wrong item.

Replacement Priority

Tate Digital Shop prioritizes support and replacement before considering any refund. Where appropriate, a replacement of equal or similar value may be offered instead of a refund.

Each order may be limited to one courtesy replacement unless Tate Digital Shop decides otherwise based on the circumstances.

Chargebacks and Dispute Handling

Before filing a chargeback or payment dispute, buyers are expected to contact Tate Digital Shop through the official support channel shown on the website or in the order confirmation.

If a chargeback is filed without prior internal review, Tate Digital Shop may suspend active support, cancel undelivered orders, and respond to the payment provider using available order and communication records.

How to File a Complaint

• Contact Tate Digital Shop through the official support email listed on the website or in your order confirmation.
• Include your order code, payment reference, product name, and a short explanation of the issue.
• Attach the required unedited video proof where applicable.
• Allow up to 48 hours for review and resolution during the store's published handling hours.