Refunds and Withdrawal

As a consumer in the EU you normally have 14 days to withdraw from a distance contract without giving a reason. For digital content that has not yet been supplied, that right applies in the ordinary way: write to us and we will cancel the order and refund it in full.

Because we make files available straight after payment, we ask you to confirm this at checkout, in a separate step that is never pre-ticked:

"I expressly consent to Pretty Normal People supplying the digital content immediately and acknowledge that, once supply begins, I lose my statutory right of withdrawal for this digital content."

Your acknowledgement, its timestamp and the document versions in force are stored with the order. If you would rather keep the withdrawal period, do not give the acknowledgement — contact us and we will arrange the order so that supply begins after the period ends.

If a purchased file is missing, corrupted or materially different from its description, write to nilsachenbach@online.de with your order reference and we will help resolve the issue. Where required by applicable consumer law, an appropriate remedy will be provided.

Your statutory rights remain unaffected where the digital content is faulty or not as described. That includes a corrupted archive, missing or incorrect files, the wrong set supplied, a file format that does not match the description, or a resolution that differs materially from the stated specification.

We will first bring the content into conformity — correcting or replacing the files, or restoring access. Where the law entitles you to a price reduction, or to terminate the contract and receive a refund, you keep that right and we will honour it.

Beyond the law, an accidental duplicate purchase of the same set is refunded on request. If something else is wrong with an order, write to us and we will look at it properly.

Approved refunds go back to the original payment method, including any VAT charged, and usually appear within 5–10 working days depending on your bank.

See also Terms and Business information.