Because all of our products are downloads, delivered via the world wide web, the virtual-therapist protects it's customers against lost, damaged or faulty goods and operates a full refund policy. If there is a problem with the delivery of any product we will replace it without question. However if for any reason this is not be possible and we will supply a full refund. As we can only make refunds using our paypal process so please supply the relevent paypal details with your request. Please contact us using our info@virtual-therapist.com address and place the word Refund in the heading. Thank you.