Refund policy
This Refund Policy explains when refunds are available for digital manuals purchased from Service Manual Experts, how to report a delivery or file problem, and how approved refunds are processed.
Effective Date: August 1, 2026
Last Updated: September 2, 2026
Legal Operator: Irie Lee LLC
Applies To: All orders placed through Service Manual Experts
1. Digital Products
Every product sold through Service Manual Experts is a downloadable digital manual. Depending on the product, the delivered file will be:
- A PDF file; or
- A ZIP archive containing one or more PDF files.
No printed book, disc, package, or other physical product is shipped. Consequently, a digital manual cannot be physically returned after it has been downloaded or delivered.
2. General Refund Policy
Successfully delivered and accessible digital manuals are generally final sale because the customer retains access to the downloaded file after delivery.
This does not mean that all refund requests are refused. A refund or other appropriate remedy may be available when:
- The purchased product was not delivered because of a technical problem attributable to us;
- The delivered PDF or ZIP archive is genuinely corrupted or unreadable and we cannot provide a working replacement;
- The file delivered does not correspond to the product purchased and we cannot provide the correct file; or
- A refund or other remedy is required by applicable consumer-protection law.
We normally attempt to resolve a delivery or file problem before issuing a refund. Resolution may include resending the download link, replacing the file, supplying a corrected file, or providing reasonable technical guidance.
3. Non-Delivery
A refund may be available when payment was successfully processed but a working download link was not provided because of a technical problem attributable to Service Manual Experts, and we cannot resolve the problem by resending or restoring access.
An email that was delivered to a spam, junk, promotions, or filtered folder is not considered non-delivery if the download remains accessible and can be resent.
If you cannot locate your download:
- Check your spam, junk, promotions, and other filtered folders.
- Confirm that the email address entered during checkout was correct.
- Review your order-confirmation page for download access.
- Contact us with your order number and purchase email address.
4. Corrupted or Unreadable PDF Files
A PDF-related refund may be available when the fully downloaded file cannot be opened in more than one current, commonly used PDF reader and we cannot provide a working replacement.
Before requesting a refund, confirm that:
- The download completed fully;
- Your device has sufficient available storage;
- You attempted to open the file using a current PDF reader; and
- You allowed us a reasonable opportunity to resend or replace the file.
A problem limited to one outdated, unsupported, or incorrectly configured application does not ordinarily establish that the PDF itself is corrupted.
5. ZIP Archive Problems
A ZIP archive is a compressed folder containing one or more PDF files. It must be completely downloaded and extracted before the enclosed PDFs can be opened.
Attempting to open a ZIP archive directly in a PDF reader may produce an unsupported-format, damaged-file, or unrecognized-file message even when the ZIP archive is valid.
Before reporting a ZIP archive as corrupted:
- Confirm that the entire ZIP archive finished downloading.
- Make sure your device has enough storage for both the archive and its extracted contents.
- Select Extract, Unzip, or Decompress.
- Open the extracted folder rather than the original ZIP archive.
- Attempt extraction using another current, compatible extraction tool if the first application fails.
A refund may be available if a fully downloaded ZIP archive cannot be extracted using more than one compatible extraction tool and we cannot provide a working replacement.
Difficulty caused solely by failing to extract the archive, insufficient device storage, or unsupported software does not ordinarily qualify for a refund when the archive itself is valid.
6. Incorrect or Incomplete File Delivery
If the file delivered does not correspond to the product identified in your order, contact us promptly. We will review the order and attempt to provide the correct file.
A refund may be available if:
- We delivered a manual for a different vehicle or product;
- A ZIP archive is missing one or more files expressly promised in the applicable product description; or
- We cannot provide the product that was actually purchased.
A product is not considered incorrectly delivered merely because it lacks content, search functionality, bookmarks, hyperlinks, color diagrams, or another feature that was not promised in the product description.
7. Situations That Generally Do Not Qualify
Subject to mandatory consumer rights, refunds are not ordinarily provided for:
- Changing your mind after successful digital delivery;
- Purchasing the wrong year, model, engine, trim, or vehicle when the listing accurately identified the product;
- Failing to review the product description before purchasing;
- Expecting content or functionality that was not advertised in the product description;
- Dissatisfaction with the organization, age, level of detail, or technical content when the manual materially matches its description;
- Text that is not searchable when searchable text was not expressly promised;
- Difficulty caused by outdated, unsupported, or incorrectly configured software or hardware;
- Insufficient device storage or an interrupted internet connection;
- Attempting to open a ZIP archive without first extracting it;
- Requesting a different manual after the purchased file has been delivered; or
- Refusing to allow us a reasonable opportunity to investigate and correct a reported delivery or file problem.
If you are unsure whether your situation qualifies, contact us. We will review the facts of the order rather than rejecting a request solely because it does not use specific terminology.
8. Compatibility and Purchasing the Wrong Manual
Customers are responsible for reviewing the make, model, model-year range, engine, file format, and other available product information before ordering.
If you accidentally purchase the wrong manual, contact us promptly. Although exchanges and refunds are not guaranteed after digital delivery, we may review the circumstances and determine whether reasonable assistance is available.
If our product description was materially inaccurate or the delivered file did not match the product purchased, this section does not limit any remedy otherwise available under this policy or applicable law.
9. Duplicate Orders or Charges
If you believe that you placed the same order more than once or were charged more than once for a single intended purchase, contact us with the relevant order numbers and payment information that does not disclose your complete card number.
We will review the transaction records. If an unintended duplicate charge is verified, the duplicate payment will be refunded to its original payment method.
10. Request Deadline
Ordinary requests concerning non-delivery, corruption, unreadable files, or incorrect file delivery should be submitted within 10 days of purchase.
The 10-day reporting period allows us to locate delivery records and investigate technical problems promptly. It does not eliminate a longer mandatory right, guarantee, or remedy provided by applicable law.
11. How to Request a Refund
Send your request to contact@servicemanualexperts.com or use the live-chat feature available on this website.
Include:
- Your order number;
- The email address used during checkout;
- The complete product name;
- Whether you received a PDF file or ZIP archive;
- A clear description of the problem;
- The exact wording of any error message; and
- A screenshot of the error where reasonably available.
Do not send your complete payment-card number, banking password, or other sensitive payment credentials.
12. Investigation and Resolution
We review refund requests individually. Depending on the reported issue, we may:
- Verify the order and delivery records;
- Confirm the email address used during checkout;
- Resend or reactivate the download link;
- Provide another copy of the file;
- Provide ZIP extraction or PDF-opening instructions;
- Request the exact error message or a screenshot;
- Confirm whether the delivered file matches the listing; or
- Approve a full or partial refund where appropriate.
We aim to acknowledge support and refund requests within one business day. More complex investigations may require additional time.
13. Refund Method
Approved refunds are returned to the original payment method used for the purchase. We do not ordinarily issue a refund to a different card, bank account, digital wallet, or payment service.
No restocking, return-shipping, handling, or administrative fee is deducted from an approved full refund.
If only part of an order is affected, a refund may be limited to the affected item unless applicable law requires a different remedy.
14. Processing Time
After approval, we generally submit the refund to the payment processor within two business days.
Most refunds appear on the customer’s statement within approximately 5 to 10 business days after processing. The actual posting time is determined by the customer’s bank, card issuer, or payment provider.
If more than 15 business days have passed since we confirmed that a refund was processed, contact us so we can review the transaction status.
15. Order Cancellations
Digital delivery is normally initiated shortly after payment confirmation. As a result, there may be little or no opportunity to cancel an order before delivery.
If you contact us before the download has been delivered or made accessible, we will make a reasonable effort to cancel the order. We cannot guarantee cancellation once automated fulfillment has begun.
After delivery, eligibility is determined under this Refund Policy and any mandatory consumer rights applicable to the transaction.
16. Payment Disputes and Chargebacks
If an order problem occurs, contact us first when reasonably possible. Direct contact often allows us to resend a file, correct a delivery problem, or process an eligible refund more quickly.
This request does not prevent you from exercising a lawful right through your bank, payment provider, or applicable consumer-protection process.
Submitting knowingly false information or claiming that an authorized and properly delivered transaction was unauthorized may result in account or download restrictions consistent with our Terms of Service.
17. Sales and Promotional Prices
Refund eligibility does not depend on whether a product was purchased at its regular price or a promotional price.
When a refund is approved, the amount refunded is based on the amount actually paid for the affected product, including any applicable adjustment required by law. A customer is not entitled to the difference between a promotional purchase price and a previously displayed or later price.
18. Consumer Rights
Nothing in this policy excludes, restricts, or replaces a mandatory consumer right that applies to an order.
United States
Applicable federal and state consumer-protection requirements continue to apply, including requirements concerning accurate product descriptions and clearly disclosed refund terms.
United Kingdom
Applicable rights concerning digital content and distance sales continue to apply. Any right to cancellation, repair, replacement, price reduction, or refund will be handled according to the law applicable to the transaction.
This policy does not independently declare that a mandatory cancellation right has been waived. Any loss of a cancellation right for immediate digital delivery must satisfy the consent, acknowledgment, and disclosure requirements applicable to the transaction.
Australia
Consumer guarantees under the Australian Consumer Law cannot be excluded where they apply. The final-sale language and 10-day reporting period in this policy do not replace or shorten an applicable statutory guarantee or remedy.
Canada
Applicable federal and provincial consumer-protection requirements continue to apply. Available rights and remedies may vary by province or territory.
19. Related Storefront Disclosure
Service Manual Experts is owned and operated by Irie Lee LLC and is affiliated with Heavy Duty Manuals, a separate storefront operated by Lee Irie LLC. Both companies share the registered business address shown in this policy.
Each storefront maintains its own website, checkout, customer orders, support contact, and business records. Refund requests for Service Manual Experts purchases must be submitted to Service Manual Experts. This corporate relationship does not represent an affiliation with any vehicle or equipment manufacturer.
20. Related Policies
21. Changes to This Policy
We may update this Refund Policy to reflect changes in our products, fulfillment processes, payment systems, or legal obligations. The “Last Updated” date at the top identifies the current version.
The version in effect when an order was placed generally governs that order, except where applicable law requires otherwise.
22. Contact Information
Refund requests and questions may be directed to:
Irie Lee LLC
Service Manual Experts
8735 Dunwoody Pl Ste R
Dunwoody, GA 30350
United States
Email: contact@servicemanualexperts.com
Live Chat: Available on this website
Support Hours: Monday–Sunday, 9:00 AM–5:00 PM EST