Every CertStash pack is a digital download, so refunds work differently from physical goods. We want you to buy with confidence, which is why every pack is backed by a pass guarantee. This page explains exactly when a refund applies and how to claim one.
The pass guarantee
If you study with a CertStash pack and do not pass the exam it covers, we will refund the pack. To qualify:
- Send us a copy of your official score report showing the failed result.
- Make your claim within 14 days of receiving that result.
- The failed exam must be the same exam as the pack you bought (for example, a Security+ pack covers a Security+ attempt).
How to claim
Email support@certstash.com with the subject line Refund Request, and include:
- A clear copy of your official failed score report.
- Your order number and the email address you used at checkout.
We review every claim and reply within 5 to 7 business days. Approved refunds go back to the original payment method.
When a refund does not apply
Because refunds are tied to an exam result, we cannot refund a pack:
- If you change your mind after buying.
- If you bought the wrong exam by mistake.
- Without a valid official score report.
- Because the material did not match your personal expectations. The guarantee covers a failed exam, not a matter of preference.
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.