Returns Policy

Our Process

1. Overview

• This Returns Policy governs purchases of physical and digital Integration Guides offered by Pivotal.

• Our products are designed to assist with your integration needs, and a viability audit may be included with the purchase.

2. Refund Eligibility

• Digital Products:

  • Due to digital content's intangible nature, all sales of digital Integration Guides are final. Refunds for digital products are generally unavailable unless the product is proven defective or not as described.

• Physical Products:

  • Customers may return physical Integration Guides within 30 days of receipt if they are in original, unused condition.

  • Returned items must be in their original packaging, and the return shipping costs are the customer's responsibility unless the return is due to an error on our part.

3. Issue Resolution

• If you encounter any issues with either our physical or digital products:

  • Contact our support team within seven days of receipt (for physical products) or purchase (for digital products) at [support@pivotal.digital].

  • Provide a detailed description of the problem and any relevant photographs or documentation for physical products.

  • Allow us up to 5 business days to assess the situation and respond.

4. Corrective Action

• For verified issues:

  • Digital Products: We will attempt to correct any faults in digital content. If unable to rectify the issue, we may offer a replacement or credit at our discretion.

  • Physical Products: Depending on the customer's preference and availability, we may offer a replacement, refund, or credit.

5. Non-returnable Items

• Digital products are considered non-returnable once downloaded.

• Viability audits, as customised services, are non-refundable once performed.

6. Google Shopping Compliance

• Our policy adheres to Google's requirements. Shopping requires clear, concise, and upfront information regarding refunds and returns of digital and physical products.

• Transparency and customer satisfaction are prioritised through our comprehensive issue-resolution process.

7. Changes to the Returns Policy

• We reserve the right to modify this policy at any time. Reviewing the policy periodically is recommended, as continued use of our services after changes constitute acceptance of the new terms.

8. Contact Information

• For inquiries or claims related to our returns policy, please get in touch with us via email at [support@pivotal.digital] or call our customer service line.

Summary

• At Pivotal, we strive to meet high standards and ensure customer satisfaction. This policy is crafted to protect our clients and business integrity across all our products.

This revised policy provides clear guidelines for both types of products and includes all necessary details to ensure compliance and customer understanding. It is an excellent idea to have a legal expert review this policy to confirm its effectiveness and compliance with all applicable laws.