Refund policy
Refund Policy
Deluxe Institute
Last updated: June 2026
This Refund Policy applies to purchases made directly through this website, unless otherwise stated.
It does not apply to contracts, agreements, bookings, trainings, consulting services, or individual services that were signed, agreed to, or concluded outside of this website, including in person, by email, by telephone, through direct business negotiations, or by individually signed contract with Deluxe Institute / Nicholas Sebastian Chan Individual Company. Such agreements are subject to the respective contract, offer, invoice, or individually agreed terms.
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B2B Business Customers
For B2B business customers, purchases of products, digital products, digital services, online courses, training access, subscriptions, consulting services, or other services are generally binding and non-refundable.
This includes, but is not limited to:
digital products,
online courses,
video trainings,
digital downloads,
training materials,
templates,
subscriptions,
memberships,
consulting services,
business trainings,
and individually agreed services.
If a digital product, online course access, subscription, or service forms part of a signed contract or individually agreed business arrangement with Deluxe Institute / Nicholas Sebastian Chan Individual Company, the signed contract and agreed payment terms are binding.
Technical issues do not automatically create a right to a refund. If technical issues occur, please contact Deluxe Institute at office@deluxe-institute.com so that we can review and resolve the issue.
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B2C End Customers
For B2C end customers, the following refund and withdrawal rules apply.
2.1 Physical Products
For physical products purchased directly through this website, consumers in the European Union generally have a statutory 14-day right of withdrawal.
This means you have 14 days after receiving your item to request a return.
To be eligible for a return, the item must be in the same condition in which you received it, unused, unworn, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, please contact us at:
Returns must be sent to the following address only after your return request has been accepted:
Deluxe Institute
Jakoministrasse 19/1
8010 Graz
Austria
Europe
Items sent back without first requesting a return will not be accepted.
You are responsible for the direct costs of returning the goods, unless otherwise required by applicable law or agreed by us in writing.
You can contact us for any return questions at:
2.2 Digital Products, Online Videos, Online Courses and Downloads
Digital products and online content cannot be returned in the same way as physical goods.
This includes, but is not limited to:
online video trainings,
online courses,
digital downloads,
PDF documents,
templates,
digital learning materials,
recorded webinars,
members-only content,
digital coaching materials,
audio files,
images,
software,
and other immediately accessible digital products.
For digital products, online videos, downloads, and immediately accessible digital content, the right of withdrawal may expire once access, streaming, downloading, or use has begun, provided that you have expressly agreed to immediate access before the end of the withdrawal period and acknowledged that you lose your right of withdrawal once access begins.
If you have already accessed, streamed, downloaded, opened, or used the digital product or online content after giving such consent, no refund will be issued.
If you have not yet accessed, streamed, downloaded, opened, or used the digital content, and your statutory withdrawal period is still valid, you may contact us at office@deluxe-institute.com to request withdrawal.
2.3 Subscriptions and Memberships
Subscriptions and memberships purchased directly through this website are subject to the specific terms shown at the time of purchase.
If a subscription, membership, or online access product has already been accessed, activated, streamed, used, or made available to you, it is generally not eligible for a refund, provided that you agreed to immediate access and acknowledged the loss of your withdrawal right.
If the subscription or membership was agreed as part of a signed contract, business agreement, or individually negotiated service, the respective contract terms apply.
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Damages and Issues
Please inspect your order immediately upon receipt.
If your item is defective, damaged, or if you received the wrong item, please contact us immediately at:
We will evaluate the issue and, where appropriate, offer a suitable solution.
For digital products, please contact us if you experience technical access issues. We will review the issue and attempt to provide a reasonable technical solution.
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Exceptions and Non-Returnable Items
Certain items and services cannot be returned or refunded.
This includes, but is not limited to:
digital products that have already been accessed, downloaded, streamed, opened, or used,
online courses that have already been accessed,
video trainings that have already been accessed or streamed,
subscriptions or memberships that have already been activated or used,
custom-made or personalized products,
individual consulting services,
completed services,
business trainings,
booked appointments or services subject to separate cancellation terms,
sale items,
gift cards,
and contracts concluded outside this website.
Please contact us at office@deluxe-institute.com if you have questions about a specific product, service, or order.
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Exchanges
The fastest way to receive a different item is to return the original physical item, where eligible, and place a separate order for the new item once the return has been accepted.
Digital products, online courses, downloads, subscriptions, and memberships cannot usually be exchanged once access has begun.
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European Union 14-Day Withdrawal Period
For eligible B2C purchases made directly through this website, consumers in the European Union generally have the right to withdraw from the contract within 14 days without giving any reason.
For physical products, the withdrawal period generally starts on the day you or a third party named by you, other than the carrier, receives the goods.
For digital products, online courses, digital services, and subscriptions, the withdrawal period generally starts on the day the contract is concluded.
However, for digital products, online content, online courses, video trainings, downloads, and immediately accessible digital services, the right of withdrawal may expire once access, streaming, downloading, or use has begun, provided that you have expressly agreed to immediate access before the end of the withdrawal period and acknowledged the loss of your withdrawal right.
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Refunds
Once we have received and inspected your eligible returned physical item, we will inform you whether the refund has been approved.
If approved, the refund will be processed to your original payment method within 10 business days.
Please note that it may take additional time for your bank, credit card provider, or payment provider to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at:
For digital products, online courses, subscriptions, memberships, and digital services, refunds are only possible where legally required or where access has not yet begun and the applicable withdrawal period is still valid.
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Contact
For refund, withdrawal, return, or technical support questions, please contact:
Deluxe Institute
Email: office@deluxe-institute.com
Address: Jakoministrasse 19/1, 8010 Graz, Austria, Europe