Returns & Refunds
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📌 Important — Digital Goods Notice Because our products are digital PDF files delivered by instant download, they are non-tangible goods. Once a file has been downloaded or accessed, it cannot be ‘returned’ in the traditional sense. This policy explains exactly when and how refunds apply, and we have designed it to be as fair and transparent as possible. |
1. Our Commitment
At Caterpillar Workshop Manuals, we are committed to ensuring you receive exactly the manual you need for your equipment. If something is wrong, we will make it right. This policy exists to protect you as a buyer while also setting clear, honest expectations about digital purchases.
2. When You ARE Eligible for a Full Refund
We will issue a full refund, no questions asked, in any of the following situations:
- The manual you received does not match the product description on the page you purchased from.
- The PDF file is corrupted, unreadable, or incomplete and we are unable to provide a working replacement within 48 hours.
- You were charged twice for the same order (duplicate transaction).
- You purchased the wrong manual and have NOT yet downloaded or opened the file — contact us within 24 hours of purchase.
- The manual does not cover the serial number range or model year you specified at the time of purchase, and we cannot provide the correct manual.
3. When Refunds Do NOT Apply
Refunds will not be issued in the following circumstances:
- You have already downloaded and opened the file — digital goods cannot be ‘returned’ once accessed.
- You purchased the wrong manual and did not contact us before downloading.
- You changed your mind after downloading.
- Your device or software is incompatible with standard PDF format (all modern devices support PDF; free readers include Adobe Acrobat Reader).
- The manual content is correct but you found the same document cheaper elsewhere after purchasing.
4. How to Request a Refund
To request a refund, please contact us within 30 days of purchase with the following information:
- Your full name and email address used at checkout
- Your order number (found in your confirmation email)
- The product name and the issue you experienced
- A screenshot or description of any error, if applicable
Send your request to: [email protected] with the subject line: REFUND REQUEST – [Order Number]
⏱ Response Time We aim to respond to all refund requests within 1 business day. Approved refunds are processed within 3–5 business days and returned to your original payment method. |
5. Exchange / Replacement Policy
If you purchased the wrong manual and have NOT yet downloaded it, we are happy to exchange it for the correct one. If you downloaded the wrong one but can clearly demonstrate the error was caused by a mislabelled product page on our site, we will provide the correct manual at no additional charge.
6. Partial Refunds
In some cases, we may offer a partial refund or store credit where:
- A section of the manual is missing but the majority of the content is intact and useful.
- The manual covers a closely related model but not the exact serial range — and the customer finds value in keeping it.
7. Payment Processing
Refunds are returned to the original payment method used at checkout. Processing times depend on your card issuer or PayPal and are typically 3–7 business days after we issue the refund on our end.
Questions about this policy? Contact us at [email protected] — we are happy to explain anything in plain language before you make a purchase. |
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