Last updated: May 2026.
Because our packets are digital downloads delivered immediately, we generally do not offer refunds once a packet has been downloaded. Once you have access to the content, you have it.
By completing checkout for a digital download from Content Matters Labs, you waive any statutory withdrawal, cancellation, or cooling-off right that would otherwise allow return of a delivered digital good, to the maximum extent permitted by applicable law.
What we will do
If any of the following happens within 14 days of your purchase, we will fix the problem at no cost. If we cannot reasonably fix it, we will issue a full refund:
- The download didn't work and we cannot deliver the file to you.
- The file is corrupted or missing key sections that should have been included per the packet description.
- A factual or regulatory error in the content that you can identify with a citation, that we then verify.
For category (3), if we agree there is an error, we will correct the source files. We do not commit to pushing updated versions to prior buyers.
What we won't refund
- Buyer's remorse or change of mind after downloading.
- "I didn't realize my CMS doesn't support this" — our help section lists supported CMSes before purchase.
- "I thought the topic was different" — our packet pages preview content scope and length before purchase.
- The full Pillar bundle after one or more individual packets within it have been downloaded.
The Pillar bundle
The full Pillar 01 Bundle ($3,200) includes seven packets plus the Anchor parent page, Maximization Guide, and Case Study Template. If you have downloaded any of these components, the bundle is considered consumed. If you have downloaded none of the bundle components and you contact us within 14 days, we will process a full refund.
How to request a refund or fix
Email contact@contentmatterslabs.com with:
- Your order number (in your Gumroad receipt)
- Which packet
- What went wrong
- A screenshot if it helps
We aim to respond within one business day. If we are travelling, sick, or otherwise unavailable, we will respond as soon as practical.
Refund processing
Approved refunds are issued through Gumroad to the original payment method, typically within 3-5 business days.
Chargebacks
Please contact us before filing a chargeback with your bank or card issuer. We will work with you in good faith. Chargebacks filed without first contacting us may result in account suspension and forfeiture of any remaining license rights, and we may dispute the chargeback with the payment processor on the basis that you received the product as described.
Why this policy looks like this
Once you have downloaded a digital file, we cannot retrieve it. That is the same reason ebook stores, software companies, and stock photo sites have similar policies. We try to balance "we cannot unship a download" with "if we made an actual mistake, we make it right."
Contact
Email: contact@contentmatterslabs.com