Refund Policy
Last updated 31 August 2026
We want you to be satisfied with what you buy. This page explains when we refund a purchase and how to ask for one.
The short version
If a title isn't what you expected, email us within 14 days of your purchase and we will refund it. If a download is faulty, incomplete or never arrives, we will fix it or refund it regardless of how long it has been.
Why digital goods are treated differently
Everything we sell is delivered instantly as a download, so a title cannot be returned in the way a physical book can. That is why we work to a fixed refund window rather than a returns process, and why we would always rather resolve a problem with the file than simply take your money and leave you without the book.
Requesting a refund
Email lookupmediallc@gmail.com from the address you used to buy, and include the title and the approximate date of purchase. That is all we need to find the order. You do not have to give a reason, though if something specific was wrong we would genuinely like to know, because it usually means we can fix it for everyone else.
We aim to reply within two business days.
How the money comes back
Refunds are issued through the platform that processed the payment, back to the original payment method. We do not refund to a different card, account or person. Once we approve a refund, the platform typically returns the funds within five to ten business days, though the exact timing is set by your bank or card issuer rather than by us.
When a title is refunded, your licence to it ends and you should delete any copies you have downloaded.
Problems with a download
If a download link does not arrive, has expired, or the file will not open, contact us and we will reissue or replace it. A technical problem is not a reason to lose what you paid for, and this is not limited to the 14-day window. If we cannot get a working file to you, you get your money back in full.
When we may decline
We may decline a refund where a request falls outside the 14-day window and there is no problem with the file itself, or where there is clear evidence that a title has been redistributed, resold or shared in breach of our Terms of Service. We do not decline refunds simply because a title has been downloaded — you cannot judge a book without opening it.
Your statutory rights
This policy sits alongside your legal rights as a consumer and does not replace them. Consumers in the United Kingdom and the European Union normally have a 14-day right to withdraw from a purchase; for digital content delivered immediately, that right ends once the download begins with your consent, which is what happens at checkout. Our 14-day policy above is offered regardless of that, so in practice you are no worse off.
Before you contact your bank
If something has gone wrong, please email us first. Nearly every problem — a missing link, a duplicate charge, a title that wasn't what you expected — is quicker for both of us to resolve directly than through a chargeback, and we would much rather sort it out than have you fighting your bank over it.
Contact
Lookup Media LLC, 30 N Gould St Ste R, Sheridan, WY 82801, United States. Email lookupmediallc@gmail.com.