Purchase & Refund Terms

Refund Policy

This policy explains when refunds are available, how to submit a claim, and your rights under EU digital content and consumer protection law.

Updated: April 30, 2026

This Refund Policy applies to all purchases made through the Synthetic Factory web shop at https://syntheticfactory.com/, operated by SYNTHETIC FACTORY obrt za racunalno programiranje, vl. Ognjen Jaric, Istarska 15, Bjelovar, 43000, Croatia.

1. Digital Products — Software Licenses

1.1 Right of Withdrawal Waiver

Our software products are digital goods delivered immediately upon purchase. In accordance with Article 16(m) of the EU Consumer Rights Directive and Directive (EU) 2019/770 on digital content contracts, by completing your purchase and requesting immediate delivery of the digital content (license key and download access), you explicitly consent to the immediate performance of the contract and acknowledge that you waive your 14-day right of withdrawal once the digital content has been made available to you.

This waiver is captured at checkout via a mandatory acknowledgement checkbox. The acceptance, timestamp, and IP address are stored with your order record.

1.2 No Refunds on Digital Products

Due to the nature of digital products, we do not offer refunds once a license key has been issued and download access has been granted, except as described in Section 1.3 below.

1.3 Lack of Conformity

If the digital content is not in conformity with the contract — meaning it does not function as described or as reasonably expected — you have rights under Directive (EU) 2019/770. Please contact us at support@syntheticfactory.com as soon as possible and within 14 days of discovering the issue. Your request must include:

  • Your order number
  • A description of the issue
  • Steps to reproduce the problem where applicable

We will assess your claim and, where the content is found to lack conformity, we will offer one of the following remedies in accordance with applicable law:

  • A fix or patch
  • A replacement license
  • A price reduction or refund

The 14-day window is our preferred prompt-reporting period for support purposes. Nothing in this section limits your statutory rights under applicable EU consumer protection or digital content law.

We do not consider the following as grounds for a conformity claim:

  • The software not producing results that meet your subjective expectations
  • Incompatibility with hardware or software configurations not listed in our system requirements
  • Issues arising from incorrect use of the software

2. Physical Products — Merchandise

2.1 Right of Withdrawal

For physical merchandise you have the right to withdraw from your purchase within 14 days of receiving the goods, without providing a reason. To exercise this right, notify us at support@syntheticfactory.com before the 14-day period expires.

2.2 Return Conditions

Returned items must be:

  • Unused and unworn
  • In their original condition and packaging

You bear the cost of return shipping. We will issue a full refund within 14 days of receiving the returned goods in acceptable condition.

2.3 Damaged or Incorrect Items

If you receive a damaged or incorrect item, contact us at support@syntheticfactory.com within 7 days of delivery with a description and photo of the issue. We will arrange a replacement or refund at no additional cost to you.

3. How to Request a Refund

To submit a refund request, contact us at:

Email: support@syntheticfactory.com

Please include your order number and a description of your request. We will respond within 5 business days.

4. Refund Processing

Approved refunds will be issued to the original payment method used at checkout. Refund processing times depend on your payment provider but are typically 5–10 business days.

5. Consumer Rights

Nothing in this Refund Policy limits your statutory rights under applicable EU consumer protection law, including rights under Directive (EU) 2019/770 on digital content and digital services. If you have a complaint that we have not resolved to your satisfaction, you may contact the Croatian supervisory authority or find a certified dispute resolution body in your country at https://consumer-redress.ec.europa.eu/dispute-resolution-bodies.

6. Contact

SYNTHETIC FACTORY obrt za racunalno programiranje, vl. Ognjen Jaric
Istarska 15, 43000 Bjelovar, Croatia
Email: support@syntheticfactory.com
Website: https://syntheticfactory.com/