Family Heritage Templates

Refund Policy for Family Heritage Template Products

Our lengthy and detailed FAQ informs customers of the exact nature of our templates, the specific requirements for our templates and gives you specific, clear directions for checking your computer for the correct software before you place an order. Therefore, all template sales are final. We will however work hard to help resolve any problem or issue regarding downloading or assembling your keepsake.

HERE ARE THE SPECIFIC REASONS WHY WE DO NOT ISSUE REFUNDS:

(1) It is impossible for you to return the template after it has been downloaded from our site or delivered to you by certified e-mail.

(2) As part of our extensive online customer support, we practically beg all of our customers to read the FAQ before placing an order. And, by begging I mean this request appears twice on every page of our website and three times on each product description page. We know from experience that customers who read and follow the FAQ will gain enough knowledge to successfully receive, download, open and edit our templates. If you choose to ignore the FAQ, and have a problem as a result, it is not our fault and does not mean our template is "no good" or "does not work". SUGGESTION: 

• PLEASE READ THE FAQ, CORRECT POTENTIAL PROBLEMS AND FOLLOW ANY DIRECTIONS THAT APPLY TO YOU BEFORE PLACING YOUR ORDER.

(3) Most complaints come from a customer who did not read the FAQ and/or did not read and follow our written instructions and therefore had a problem. Enough said...

(4) The FAQ includes clear instructions for checking your computer before you buy in order to help you avoid making a mistake. We also give you detailed (but not difficult) download and installation directions. Customers who do not check their computers before ordering or those who ignore the instructions choosing to "fly solo" as if instructions are not necessary, almost always have a problem. If you choose to ignore our download and installation instructions and have a problem as a result, that is not our fault and no reflection upon the value or usability of our templates.

SUGGESTIONS: 

• PLEASE CHECK YOUR COMPUTER TO MAKE SURE THAT YOU HAVE THE CORRECT SOFTWARE ON IT BEFORE PLACING YOUR ORDER.
• DON'T ASSUME YOU KNOW HOW OUR TEMPLATES OR THE DOWNLOAD PROCESS WORKS. ASK QUESTIONS BEFORE PLACING YOUR ORDER.
• READ AND FOLLOW THE INSTRUCTIONS AFTER PLACING YOUR ORDER.

(5)  To further ensure that you get your template, we also use a certified e-mail delivery service when a customer notifies us that they are having a problem and are unable to receive the template by normal e-mail delivery. In accord with our legal responsibility, we use every means at our disposal to deliver the zipped or unzipped template, instructions and extras to you and to give you or provide you with free access to the free unzipping software E-Zip Wizard (which we do not own.)

SUGGESTIONS TO AVOID PROBLEMS :

• READ THE FAQ and correct any issues that apply to you before placing your order.
• CHECK YOUR COMPUTER for the correct software before placing your order. 
• Purpose in your heart to carefully READ AND FOLLOW OUR DIRECTIONS no matter how computer savvy you believe yourself to be or how complicated you think they are.

(6)  We do not cheat our customers. This refunds policy is clearly posted on our website with links to it from every page on our website and in the FAQ. We do not engage in subterfuge, surprises, small print, deceit, lies, tricks, non-delivery or "rip offs".  It is just not worth it. Since this information is readily available to every customer, we assume that you have read it and the faq, understood the computer requirements and checked your computer for the correct software before you place your order.

(7) We will deliver your template. And, we work hard to help you resolve any problem or issue regarding the receipt of your template or assembling your keepsake.

• did not read the FAQ before ordering and does not understand the purpose of our products;
• did not read the FAQ and does not have the correct type of computer;
• did not check their computer before ordering, does not have the correct software installed and can't open the template;
• did not read the FAQ or the download letter and is repeatedly clicking on an expired or partial download link;
• did not change their spam filter e-mail box settings and therefore did not get the template or any of our follow-up correspondence;
• can't find the template on their computer because they did not read and follow the download or installation directions;
• messed up their template because they did not read and follow the assembly instructions;
• bought the wrong template ( bought template for Microsoft Word when they have Microsoft Works on their computer);
• is not using the template as it was intended ( trying to make a booklet from a bookmark template);
• tried to download the template onto a hand held device or other internet-enabled appliance that is not a free standing computer.
• None of the above are our fault. None of the above mean that our template (as originally delivered to you) is no good or can not be used. None of the above mean you should get a refund.

WHAT IF I ORDER A WORD TEMPLATE BUT DISCOVER THAT I HAVE MICROSOFT WORKS INSTEAD? In general, you can open Microsoft Word 2000 templates using Microsoft Works 2000 or above. Some of the formatting and/or images may be out of alignment or lost altogether. The Microsoft Word template is guaranteed to work with Microsoft Word only. Just as the Microsoft Publisher templates are guaranteed to work with Microsoft Publisher only. We are sorry but, we can not issue a refund If the Word template does not work with your version of Microsoft Works. 

WHAT IF I DO NOT GET MY TEMPLATE "WITHIN AN HOUR AFTER ORDERING" LIKE YOUR WEBSITE SAYS? For the most part, customers get the e-mail with a download page link within a few minutes. Due to differences in time zones ISP's and e-mail server settings, the arrival time for the template is not guaranteed. When you notify us that you did not get the template, we'll send another copy of your download link. If you do not get your template download link or were unable to complete the download, notify us immediately. I will send you a new download link as soon we get your e-mail.

IF I PURCHASE BY MISTAKE AND DON'T HAVE THE CORRECT SOFTWARE DOES YOUR "ALL SALES FINAL" POLICY MEAN THAT I HAVE WASTED MY MONEY? Of course not! Our Microsoft Publisher and Word template products are excellent and useful. After the correct software (Microsoft Publisher or Microsoft Word) is installed on your computer, the template will work perfectly. You can create keepsakes for other occasions or relatives and friends who will certainly appreciate your help. In fact, many of our customers earn part time income by using our templates to create and sell beautifully customized printed keepsakes. Follow these links to get options for purchasing either Microsoft Publisher or Microsoft Word.

DOES THIS APPLY TO A CUSTOM PUBLICATION? Yes. Custom templates and template products are made especially for you and/or your family, we can not issue a refund. We will do our best to deliver an excellent product, on time, error free, to your specifications, sensitive to the occasion and your needs, that captures the "heart and soul" of your loved one or family. 

WILL YOU HELP ME IF I HAVE A PROBLEM? Absolutely!!  If you are sure that you have the correct software installed visit the Help Desk for help with troubleshooting your problem. If that does not resolve the issue, contact me immediately. If you want help with customizing a keepsake for your family Ask! :-) I will be happy to assist you. Please be specific and give as much detail as possible so that I can work on the issue with you. Include your receipt number, the name of the template that you purchased, the type of software that you are using (Word or Publisher), and describe what you want to do in detail. For the swiftest response, e-mail me immediately.

Still have questions about our refund policy? E-mail us. For more information read our terms and conditions.