Every CertStash pack is a digital download, so refunds work differently from physical goods. Every pack is backed by a pass guarantee: prepare with it, fail the exam, and we refund the pack. This page sets out when a refund applies, when it does not, and how we review requests.
1. When you can request a refund
You can request a refund if you used a CertStash pack to prepare for a certification exam and did not pass that exam. To qualify, all of the following must be true:
- You bought the CertStash pack for the same exam that you personally sat (the exam code on the pack matches the exam code on your result).
- You did not pass that exam.
- You used the latest version of the pack. Updates are free and emailed every month; check the question count on the product page, or email us to confirm the version before exam day.
- You sat the exam between 7 and 30 calendar days after the purchase date.
- You submit the refund request within 7 calendar days after the exam date.
- You provide a valid, official score report or exam result issued by the certification provider.
- The score report shows your name, the exam name or exam code, the exam date, and the result.
- The name on the score report matches the name on the CertStash order.
- You sat the exam under the provider’s normal conditions, at a test centre or through the provider’s official online proctoring.
- Your purchase and use of the pack comply with our terms of service, including the one-person licence.
2. When a refund is unavailable
A refund is unavailable in any of the following situations:
- You passed the exam.
- You bought the pack but did not sit the exam, or the exam was cancelled or missed.
- The exam name or code on your score report does not match the pack you bought.
- You sat the exam fewer than 7 days or more than 30 days after the purchase date, or before you bought the pack.
- You submitted the request more than 7 calendar days after the exam date.
- You did not provide a valid, official score report or equivalent exam result.
- Your score report is incomplete, altered, unverifiable, or missing required information, or the name on it does not match the order.
- You did not use the latest version of the pack.
- The exam has been retired by the provider and you sat a different or replacement exam.
- You changed your mind, bought the wrong exam by mistake, or the material did not match your personal expectations. The guarantee covers a failed exam, not a matter of preference.
- A refund has already been issued for the same pack and customer. One refund per pack per customer.
We cannot approve an exam-failure refund without enough documentation to confirm that the purchaser personally sat, and did not pass, the corresponding exam.
3. How to request a refund
Email support@certstash.com with the subject line Refund Request, and include:
- Your order number and the email address you used at checkout.
- Your full name as it appears on the score report.
- A clear copy of your official score report showing your name, the exam code, the exam date and the result.
4. How we review requests
We check the order, the exam code, the dates and the score report against the conditions above, and may ask the certification provider or you to verify a report. We reply within 5 to 7 business days. Approved refunds go back to the original payment method, usually within 7 business days of approval.
Digital delivery
Packs are delivered as digital downloads. Please check that you have chosen the right exam before you complete your order.
Customers in the European Union
If you live in the European Union, the EU Consumer Rights Directive gives you the right to withdraw from a purchase within 14 days of ordering, without giving a reason.
When you complete your purchase, you ask us to deliver the digital content straight away and you accept that the right of withdrawal ends once the content has been delivered and made available to you.
To withdraw before you have accessed your pack, email support@certstash.com within 14 days of your order. Approved withdrawals are refunded to the original payment method within 14 days.
If your payment was declined
A declined card is usually caused by a bank setting rather than a problem with the card itself. Many newly issued cards have international payments turned off by default. Contact us and we will help you find a payment method that works.
Questions
For anything about this policy, email support@certstash.com.