At Ellie, every Study Pack is a digital product created or prepared based on the study materials submitted by the customer. Because our products are digital and may be personalized for each order, they cannot be physically returned.
We want every customer to receive the Study Pack they purchased and be able to access and use all included materials. If something goes wrong with your order, please contact us and we will work to resolve the issue.
Digital Products
All Ellie Study Packs are delivered digitally. No physical product will be shipped.
Depending on the package purchased, your order may include digital materials such as written summaries, organized chapters and paragraphs, printable maps, visual infographics, flashcards, quizzes, presentations, video lessons, and audio lessons.
The exact content included depends on the Study Pack selected at checkout.
Because these are digital products, traditional physical returns and exchanges do not apply.
Personalized Study Packs
Our Study Packs may be created specifically from the documents, notes, slides, images, chapters, or other study materials you provide.
Once preparation of a personalized Study Pack has started, the order may no longer be eligible for cancellation or refund simply because you changed your mind.
This does not affect your rights if there is a genuine problem with the product or service provided.
When You May Be Eligible for a Refund
Please contact us if:
- you were charged more than once for the same order;
- you paid but did not receive access to your Study Pack;
- we are unable to process the material you submitted;
- the Study Pack delivered is materially different from the package you purchased;
- a technical problem on our side prevents you from accessing the delivered files and we are unable to resolve it;
- your order cannot be completed for another reason attributable to us.
Depending on the circumstances, we may correct the issue, replace the affected material, complete the missing portion of your Study Pack, or issue an appropriate refund.
Change-of-Mind Refunds
Because Ellie Study Packs are digital products and may involve personalized work, we generally cannot offer refunds simply because a customer changes their mind after preparation or delivery has begun.
Please review the features included in the Silver, Gold, and Diamond packages before completing your purchase.
If you contact us before work on your Study Pack has begun, we may be able to cancel the order and issue a refund.
Problems With Your Study Pack
If something is missing, incorrect, corrupted, or inaccessible, please contact us before purchasing the product again.
Include your order number and a brief description of the problem.
We will first attempt to correct or replace the affected material at no additional cost.
Duplicate Purchases
If you accidentally purchase the same Study Pack more than once, contact us with the relevant order numbers.
After verifying the duplicate transaction, we can refund the unintended duplicate purchase where appropriate.
Delivery
Study Packs are delivered digitally using the delivery method described during the ordering process or in your order confirmation.
Estimated preparation or delivery times shown on our website are estimates unless expressly stated otherwise.
If an unusual delay occurs, please contact us with your order number so we can check the status of your Study Pack.
Sale and Promotional Prices
Purchasing a Study Pack at a discounted or promotional price does not automatically remove your eligibility for a refund where a refund would otherwise be required under this policy or applicable law.
The difference between a regular price and a promotional price is not itself grounds for a refund.
Refund Processing
When a refund is approved, it will normally be issued to the original payment method used for the purchase.
After we process a refund, your bank or payment provider may require additional time before the funds appear in your account.
Processing times are outside our control and vary depending on the payment provider.
No Physical Returns
Ellie Study Packs are digital products.
Do not mail any materials or products to us. There is nothing that needs to be physically returned.
Customer Responsibility
Customers are responsible for providing study material that they have the right to use and submit to the service.
The quality and completeness of the resulting Study Pack may depend on the quality, readability, and completeness of the materials provided.
If submitted material cannot reasonably be processed, we will contact you where appropriate.
Your Legal Rights
Nothing in this policy is intended to limit any mandatory consumer rights that apply to your purchase.
Where applicable consumer law provides rights that cannot legally be excluded or restricted, those rights will continue to apply regardless of this policy.
Need Help?
If you have a question about your order, delivery, or Study Pack, please contact us.
Email: info@ellie-works.com
When contacting us about an existing purchase, please include your order number so we can assist you as quickly as possible.