Política de reembolso
Last updated: 12 June 2026
This Return & Refund Policy explains your rights and our practices regarding purchases of digital products (sample packs, Serum presets and other downloadable files) from Sample Agency. It forms part of our Terms of Service.
1. Right of withdrawal (EU consumers)
If you are a consumer resident in the EU, you generally have the right to withdraw from a distance contract within 14 days without giving any reason, under Directive 2011/83/EU (Consumer Rights Directive).
2. Exception for digital content
For digital content that is not supplied on a tangible medium (downloads/files), the right of withdrawal is lost once the supply has begun, provided that you have:
- given your prior express consent to begin the supply (delivery) immediately;
- acknowledged that you thereby lose your right of withdrawal; and
- received confirmation of the contract from us.
At checkout you provide this express consent and acknowledgment, and we record it in your order-confirmation email. "Supply has begun" includes, but is not limited to, a download link being generated, the file being made available in your account, or a license key being issued.
As a result, once delivery of or access to a digital product has begun, the purchase is non-refundable and the 14-day right of withdrawal no longer applies.
3. When the right of withdrawal still applies
Our products are delivered immediately, so the supply of the digital content normally begins as soon as your order is confirmed — from that point the right of withdrawal no longer applies (see section 2). In rare cases the right may still apply, for example if the conditions in section 2 are not met, or if a technical problem prevented delivery and you were not given access to your files. If you have not received access to your purchase, please contact us at info@sample.agency first — in most cases we can re-send your download link and restore access straight away.
4. How to withdraw
Where the right of withdrawal applies, inform us of your decision by an unequivocal statement — for example, an email to info@sample.agency. You may use the model withdrawal form below, but it is not obligatory.
5. Effects of withdrawal & refunds
If you have not been given access to your purchase, please contact us and we will first restore your access — for example, by re-sending your download link. Where a valid withdrawal applies, we will reimburse the payments received from you without undue delay and no later than 14 days from the day we are informed of your decision, using the same means of payment you used for the transaction; you will not incur any fees as a result of the reimbursement.
6. Software, compatibility & technical support
By making a purchase, you confirm that you have the software and plugins (including up-to-date versions) required to use the purchased content. We are not responsible for issues arising from the lack of appropriate software or outdated versions. Failure to receive the purchase-confirmation email does not entitle you to a refund, as the digital product remains available for download from your account on our website. If you encounter technical issues with your download, please contact our support team at info@sample.agency — we are committed to ensuring you can access the products you have purchased.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Ivan Dorodniy, Al. Powstańców Warszawy 38/50, 35-326 Rzeszów, Poland — info@sample.agency
I/We hereby give notice that I/We withdraw from my/our contract for the following digital products: ____________
Ordered on / received on: ____________
Order number: ____________
Name of consumer(s): ____________
Address of consumer(s): ____________
Date: ____________
Contact
Ivan Dorodniy
Al. Powstańców Warszawy 38/50
35-326 Rzeszów, Poland
Registered in the Central Registration and Information on Business of the Republic of Poland (CEIDG)
NIP / EU VAT: PL8133902898
Email: info@sample.agency
Phone: +380 93 990 11 81