Refund Policy

1. Introduction

This Refund Policy is established to clarify our after-sales terms and protect the rights of our users. Please read this policy carefully before placing any orders. Once a purchase is completed, it is deemed that you have fully understood and agreed to the contents of this policy.

2. Scope of Application

This policy applies to purchases made through this website (operated by SAI LUBAN LTD), including but not limited to:

  • Digital products (e.g. 3D models, CAD files, technical drawings)
  • Virtual goods or downloadable content

If physical goods are offered, separate return policies may apply.

3. Non-Refundable Situations

Due to the nature of digital products, we do not accept refund requests under the following circumstances:

  1. Accidental purchases, duplicate orders, or user errors;
  2. Incompatibility with your software, system, or device;
  3. Failure to follow product usage instructions;
  4. Product not downloaded, but the system confirms delivery;
  5. Subjective dissatisfaction with content not caused by quality issues;
  6. Inaccessibility due to local laws, payment restrictions, or internet blocks.

4. Refundable Situations (Extremely Limited)

Refunds will only be considered under the following exceptional circumstances:

  1. Download link or license code becomes permanently invalid, and we are unable to provide a replacement in a reasonable timeframe;
  2. Payment is successful, but the product is not delivered due to system error, and support is contacted within 48 hours;
  3. Duplicate payments caused by system errors, confirmed by our billing team.

To be eligible, refund requests must be submitted within 7 business days of purchase.

5. Refund Procedure

To request a refund, please email us at support@sailuban.co.uk with the subject line:

“Refund Request + Order Number”

Your email must include the following:

  • Email address or account name used for the purchase
  • Order number
  • Payment proof (screenshot or reference)
  • Brief explanation of the refund reason

We will review your request and respond within 3 business days. If approved, your refund will be issued through the original payment method.

6. Currency & Transaction Fee Policy

  • Refunds will be processed in the same currency used at the time of purchase (e.g. USD, GBP, etc.);
  • If international transactions involve third-party gateway or banking fees, these fees will be borne by the customer;
  • Refunds will not be issued for purchases made through unauthorized resellers or non-official channels.

7. Final Interpretation

We reserve the right to interpret and revise this Refund Policy at our sole discretion. Any updates will be posted on this page without prior notice.

8. Contact Us

If you have any questions or concerns regarding this Refund Policy, feel free to contact us:

  • Company Name: SAI LUBAN LTD
  • Email: support@sailuban.co.uk
  • Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
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