Refunds & Digital Access

Last updated: 18 July 2026

This policy explains how digital resources are delivered, what to do if access fails, and how refund or remedy requests are handled.

It applies to digital resources purchased or downloaded through The Irwin System™ website.

Digital Products

The Irwin System™ primarily supplies digital educational resources.

These may include:

  • PDF classroom resources

  • Teacher guides

  • Student materials

  • Posters

  • Thinking challenges

  • Observation tools

  • Assessment supports

  • Archive editions

  • Other downloadable educational files

Digital products are supplied electronically rather than posted as physical items unless a product page expressly states otherwise.

How Access Is Supplied

After completing a purchase or free-resource request, access may be supplied through:

  • An on-screen download link

  • A confirmation page

  • An email

  • A Squarespace order or download system

  • Another delivery method described on the product page

Delivery may depend on the customer providing an accurate email address and successfully completing any required checkout process.

Customer Responsibilities

Customers are responsible for:

  • Providing a correct email address

  • Checking email spam or junk folders

  • Downloading the correct file

  • Saving a secure personal copy

  • Using compatible software to open the file

  • Keeping purchase confirmation information

  • Contacting The Irwin System™ promptly if access does not work

The Irwin System™ is not responsible for an access problem caused solely by an incorrect email address, deleted customer file, unsupported software, or customer device problem. Reasonable assistance may still be provided where possible.

Download Availability

Download access may be subject to limits, expiry periods, or technical conditions set by the website’s commerce platform.

Customers are encouraged to download their resource promptly and keep a secure personal copy.

If a valid download link expires before the resource can be accessed, contact The Irwin System™ through the Contact page.

Where the purchase can be confirmed, reasonable steps will be taken to restore access or provide a replacement link.

Free Resources

Free digital resources are supplied without a purchase price.

If a free-resource link is broken or the supplied file is incomplete, you are welcome to report the problem through the Contact page.

Free resources remain subject to the Terms of Use and their applicable classroom-use licence.

Change of Mind

Because digital resources are supplied electronically and may be accessed or copied immediately, refunds are not generally offered for change of mind after a resource has been accessed or downloaded.

A change-of-mind request may include:

  • Deciding that the resource is no longer required

  • Purchasing without first reading the description

  • Choosing a different resource after download

  • Finding that the resource does not suit a preferred teaching style

  • No longer teaching the intended class or subject

  • Failing to use the resource after purchase

This does not limit any right or remedy available under the Consumer Guarantees Act 1993 or other applicable New Zealand law.

Faulty or Inaccessible Resources

Please contact The Irwin System™ if a resource is:

  • Corrupted

  • Incomplete

  • Incorrectly supplied

  • Unable to be downloaded

  • Unable to be opened using commonly available compatible software

  • Missing pages or stated components

  • Materially different from its product description

  • Supplied in error

The issue will be investigated and an appropriate remedy provided where required.

Depending on the circumstances, this may include:

  • Technical assistance

  • Restored access

  • A replacement download link

  • A corrected file

  • The correct resource

  • A replacement resource

  • A refund

New Zealand Consumer Rights

Digital products supplied by New Zealand businesses may be covered by the Consumer Guarantees Act 1993.

Where that Act applies, digital resources must meet the guarantees required by law, including being:

  • Of acceptable quality

  • Fit for their stated purpose

  • Consistent with their description

Nothing in this policy excludes, restricts, or modifies any right or remedy that cannot lawfully be excluded.

A customer may be entitled to an appropriate remedy where a digital product does not meet an applicable legal guarantee.

Resource Descriptions

Customers should review the product page before purchasing.

Product pages should provide reasonable information about the resource, which may include:

  • Purpose

  • Intended use

  • Resource type

  • Price

  • File format

  • Included materials

  • Relevant classroom context

If you are unsure whether a resource is suitable, use the Contact page before purchasing.

Educational Suitability

A resource is not considered faulty merely because:

  • It does not suit every learner

  • It requires educator adaptation

  • A school uses a different curriculum sequence

  • A particular class responds differently from expected

  • It does not guarantee a particular educational outcome

  • A customer expected content that was not included in the product description

However, the resource should still be reasonably consistent with its stated description and intended purpose.

Duplicate Purchases

If you accidentally purchase the same resource more than once, contact The Irwin System™ promptly.

Provide:

  • Your name

  • Email address used for the purchase

  • Approximate purchase time

  • Order or transaction number

  • Name of the duplicated resource

Where the duplicate transactions can be confirmed, the additional payment may be refunded.

Accidental Purchases

If you believe a purchase was made accidentally, contact The Irwin System™ as soon as possible.

Whether a refund can be provided may depend on:

  • Whether the resource has been accessed or downloaded

  • The reason for the purchase

  • The timing of the request

  • Applicable consumer rights

  • The circumstances of the transaction

Each request will be considered fairly and reasonably.

Unauthorised Transactions

If you believe your payment method was used without permission:

  1. Contact your bank or payment provider immediately.

  2. Contact The Irwin System™ through the Contact page.

  3. Provide the transaction information needed to identify the purchase.

Additional information may be requested to verify the transaction and protect the people involved.

Incorrect Resource Supplied

If you receive a different resource from the one purchased, contact The Irwin System™.

Once the order has been confirmed, the correct resource will be supplied. Any incorrectly supplied file remains subject to the Terms of Use and must not be redistributed.

Refund Method

Where a refund is approved, it will ordinarily be returned through the original payment method where reasonably possible.

Processing times may depend on the payment provider, bank, card issuer, or commerce platform.

The Irwin System™ cannot control how quickly an external provider displays the returned funds after a refund has been processed.

Requesting Help or a Remedy

Use the website’s Contact page and include “Digital Access” or “Refund Request” in your message.

Please provide:

  • Your name

  • Email address used for the purchase

  • Resource title

  • Purchase date

  • Order or transaction number, if available

  • A clear description of the problem

  • Any relevant screenshots

  • The remedy you are requesting

Do not include complete payment-card details in your message.

Response Process

The Irwin System™ will aim to:

  1. Confirm that the request has been received.

  2. Identify the relevant order or resource.

  3. Understand the access or product problem.

  4. Request further information where reasonably necessary.

  5. Provide assistance or an appropriate outcome.

Complex issues may require additional time, particularly where information is needed from Squarespace, a payment provider, or another service provider.

Abuse of the Refund Process

A refund or remedy may be declined where permitted by law if there is reasonable evidence of:

  • Fraud

  • Deliberate misuse

  • Repeated false claims

  • Unauthorised redistribution

  • Attempts to retain and use a resource after obtaining a dishonest refund

  • Manipulation of payment or download systems

This section does not remove genuine consumer rights.

Changes to This Policy

This Refunds & Digital Access Policy may be updated when:

  • The website changes

  • Delivery systems change

  • New resource formats are introduced

  • Payment arrangements change

  • Legal requirements change

  • Clarification is reasonably necessary

The current version will be published on this page with its most recent update date.

Contact

For download problems, incorrect files, duplicate purchases, refund requests, or other digital-access concerns, please use the website’s Contact page.

Include “Digital Access” or “Refund Request” in the subject or opening line of your message.