Last updated: September 6, 2026
How refunds work
All products sold through AltenUp are digital downloads delivered instantly. If something is wrong with your purchase — the wrong file, a damaged file, or a product that does not match its description — contact us with your order number and we will review your request individually.
How to request a refund
Refunds are processed by our payment provider and Merchant of Record, Paddle. To request a refund, visit paddle.net or contact our support team with your order number. We aim to process refund requests within a few business days.
When a refund may not apply
Because our products are delivered instantly as digital downloads, we may decline a refund request if the files have already been downloaded or substantially used. We review each request individually and will communicate clearly if a refund cannot be granted.
What happens after a refund
When a refund is approved, your payment will be returned to the original payment method. If the refund is for a full order, your download access for those items will be revoked and you must discontinue use of the files.
Paddle refund policy
Paddle also maintains its own refund policy, which governs the payment mechanics of every order. You can read it at https://www.paddle.com/legal/refund-policy.
Contact us
If you have questions about this Refund Policy or a specific order, please contact us through the details on our Contact page.