Refund & Returns Policy
Everything in our store is digital: the Color Me Pets coloring books and the Puppy Pathways course. Nothing ships, nothing gets mailed back, and your purchase is delivered the moment you check out. Here is exactly how refunds work and what to do if something goes wrong.
Digital products, delivered instantly, so all sales are final. With a few fair exceptions.
- Color Me Pets downloads and Puppy Pathways enrollments cannot be returned once delivered, so we do not refund for change of mind or lack of use.
- We will refund you if you were charged twice, if we could not deliver your download or course link within 7 days of you telling us, if we retire a course early and cannot replace it, if a purchase was unauthorized, or if the law says we must.
- Broken link, expired link, missing email? Email us. We resend links free, as many times as you need, for as long as the product is available.
- Refund requests go to info@martyandlaurashow.com with the subject line “Refund Request” within 14 days of purchase.
- Approved refunds go back to your original payment method through Stripe, usually within 5 to 10 business days.
- Please email us before disputing a charge with your bank. Nearly everything is fixed in one or two emails.
02What this policy covers
This policy applies to every purchase made through the store at martyandlaurashow.com, operated by The Marty & Laura Show, a joint venture of Dr. Marty Greer, DVM, JD and Laura Reeves, based in Grants Pass, Oregon. It is part of our Terms of Service. If this policy and the Terms ever say different things about a refund, this policy controls.
The Color Me Pets coloring books and any other PDF, image or audio file sold in our store and delivered by download link.
Puppy Pathways and any other self-paced course we sell, delivered as a personal access link on our course platform, Genially.
Anything we link to that is sold by another retailer, such as Amazon, Revival Animal Health, Revodana Publishing, Dogwise, Booktopia, Vimeo On Demand, Dogg!t or Pure Dog Talk, is covered by that retailer’s own refund policy, not ours.
Discounts and promo codes from our sponsors are honored by the sponsor. Questions about those orders go to the company you bought from.
We do not sell or ship physical goods through the store, so there is nothing to return by mail and we never ask you to send anything back.
03All sales are final
Digital downloads and course access are delivered the moment your order is confirmed and cannot be “returned” the way a physical product can. Once a file has been downloaded or a course link has been opened, we have no way to take it back. For that reason, all purchases are final unless one of the exceptions in Section 04 applies or the law where you live gives you a right we cannot waive.
By completing a purchase you ask us to deliver your download or course access immediately, and you acknowledge that doing so means the purchase is final.
Every product page describes what you are getting, the file format or platform it is delivered on, and the devices it works with. Puppy Pathways is a self-paced online course viewed in a web browser on Genially; it is not a download. The Color Me Pets books are print-at-home PDFs. If you are unsure whether something is right for you, email us first and we will tell you plainly.
04When we will refund you
We will refund the full purchase price, to your original payment method, in any of these situations:
Duplicate charge
You were charged more than once for the same order. Tell us and we will refund every duplicate. This usually happens when a payment page is refreshed or a card is declined and then retried, and it is fixed the same day we see it.
Non-delivery
You did not receive your download link or your Puppy Pathways access link, you told us by email, and we were unable to deliver a working link within 7 days of your notice. Please check your spam and promotions folders first; delivery emails come from info@martyandlaurashow.com.
A file or course that does not work
Your download is corrupted or your course cannot be accessed for reasons within our control, and we cannot fix it or provide a working replacement within 7 days of your notice. A problem with your own device, browser, internet connection or printer does not qualify, but we will still try to help you get it working.
Retired course
We retire a course within 12 months of your enrollment and cannot give you a download of the core materials or access to a comparable replacement course at no extra charge. In that case we refund the amount you paid.
Unauthorized purchase
Someone used your payment method without permission. Report it to us promptly, and once we can confirm it we will refund the charge and revoke the access that was created.
Required by law
The law where you live gives you a right to a refund that cannot be waived, including the rights described in Sections 06 and 07.
In most cases the fastest fix is a replacement, not a refund. If a link has expired, a file will not open, or a course page will not load, email us and we will send a fresh link or a new file. Replacements are free, as many times as you need, for as long as the product is available in our store.
05When we will not
To be fair to everyone who buys from us, we do not refund in these situations:
- Change of mind. You decided you no longer want the product after it was delivered.
- Lack of use. You did not download the file, open the course, or finish it. Access to Puppy Pathways continues for as long as we offer the course, so there is no rush.
- Dissatisfaction with content. You disagree with the material, found it too basic or too advanced, or expected something different from what the product page described.
- Your device or connection. The file or course works but your device, browser, printer or internet connection does not support it. We will help you troubleshoot, but we cannot refund for problems on your end.
- Buying the wrong product. You purchased Volume 1 instead of Volume 2, or a product you already own. Email us right away; if nothing has been downloaded or opened we may be able to swap it, but we cannot promise it.
- Accidental duplicates you did not report. If a duplicate charge is not reported within 90 days, we may be unable to reverse it through our payment processor.
- Sharing or misuse. Access was revoked because a link was shared, published, resold or used commercially. See Section 11.
- Requests outside the window. Requests received more than 14 days after purchase, unless the law where you live requires a longer period.
- Price changes and sales. A product goes on sale, is bundled, or changes price after you bought it. We do not refund the difference.
06EU and UK customers
If you live in the European Economic Area or the United Kingdom, consumer law gives you a 14-day right to withdraw from most online purchases. For digital content that is not supplied on a physical medium, such as our downloads and courses, that right ends once delivery has begun with your express consent and acknowledgement.
When you check out in our store you ask us to deliver your download link or course access immediately, you expressly consent to that immediate delivery, and you acknowledge that you lose your right of withdrawal once the link has been sent. If you would rather keep your 14-day right, please do not complete the purchase.
If what you bought does not conform
Digital content we supply must conform to its description and work as it should. If it does not, for example a file is corrupted or a course cannot be accessed for reasons within our control, you are entitled to the remedies provided by the law of your country, which may include having the content fixed, a price reduction, or ending the contract with a refund. Email us and we will put it right.
Nothing in this policy limits any statutory right that cannot be excluded under the law of the country where you live. Consumers in Canada, Australia and other countries may have similar protections, and nothing here limits them either.
07California and other U.S. states
This policy is displayed before purchase so that you know our refund terms in advance. Some U.S. states give consumers additional rights that cannot be waived by a store policy. Where that is the case, those rights apply and this policy is read to comply with them.
Notice to California residents
Under California Civil Code Section 1789.3, California residents are entitled to the following notice. The store is operated by The Marty & Laura Show, Grants Pass, Oregon. Complaints about our products or services, or requests for further information about this policy, may be sent to info@martyandlaurashow.com. The Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs may be contacted in writing at 1625 North Market Blvd., Suite N 112, Sacramento, CA 95834, or by telephone at (800) 952-5210.
Any charges for our products are shown on the product page and at checkout before you pay. We do not charge subscription or recurring fees for store purchases.
08How to request a refund
- Email info@martyandlaurashow.com with the subject line “Refund Request”.
- Include your order number, the email address you used at checkout, the product name, and a short description of the problem. If a file will not open or a course will not load, tell us the device and browser you are using and attach a screenshot if you have one.
- Send your request within 14 days of purchase, unless the law where you live requires a longer period.
- We reply within 5 business days, and within 2 business days for Puppy Pathways access problems. We may ask a question or two, or offer a replacement first.
- Approved refunds are issued to the original payment method through Stripe. Most appear within 5 to 10 business days, depending on your bank or card issuer. We cannot refund to a different card or by another method.
If you paid in a currency other than U.S. dollars, your bank sets the exchange rate on the refund, and the amount you receive may differ slightly from what you paid. Bank and currency-conversion fees are not refundable by us.
09Download links and course access
Downloads
Your download link is in your order confirmation email, which normally arrives within an hour of checkout. If you created an account, the link is also in your account’s order history and you can re-download from there at any time while the product remains in our store. Guest checkout links are valid for 7 days or 3 downloads, whichever comes first. After that, email us and we will send a fresh link.
Puppy Pathways and other courses
Your course access link is sent to the email address you used at checkout, normally within minutes and in any case within 24 hours. The course is hosted on Genially and opens in your web browser; there is nothing to download or install. Your access continues for as long as we make the course available, and we intend to keep every course available for at least 12 months from the date you enrolled.
One enrollment is for one person. Your link may not be shared, forwarded, published or sold, and no one else may complete the course under your enrollment. If you lose your link, email us from the address you used at checkout and we will resend it.
If something is missing
- Check your spam, junk and promotions folders first. Add info@martyandlaurashow.com to your contacts so future emails land in your inbox.
- Check that the email address on your order is spelled correctly. If it is not, tell us the correct one and we will update your order and resend.
- Still nothing? Email us and we will resend within 1 business day. Non-delivery becomes refundable only if we cannot deliver a working link within 7 days of your notice, as described in Section 04.
10Chargebacks
Email us before you dispute a charge with your bank.
Almost every problem is solved in one or two emails, and a refund from us reaches you faster than a chargeback does. A chargeback can take weeks, and once it is opened we are no longer able to refund you directly.
If you open a chargeback on a legitimate purchase without contacting us first, we may provide your bank with evidence that the product was delivered and that you agreed to this policy and our Terms. While a dispute is open we may suspend access to the related product or course. If the dispute is resolved in our favor, access is restored. If it is resolved in your favor, the purchase is treated as refunded and access is permanently revoked.
If you believe a charge on your statement from our store is fraudulent, please tell us as well as your bank. We will help identify the order and will refund any purchase we can confirm was unauthorized.
11Revoked access
Every download and course enrollment is a personal license for your own use. We may revoke access, and no refund is owed, if you:
- Share, forward, publish, post, sell or give away a download file or a course access link;
- Print or reproduce the Color Me Pets books for sale, for a classroom set, or for any commercial purpose without our written permission;
- Allow anyone else to complete Puppy Pathways under your enrollment;
- Copy, record, screen-capture or redistribute course lessons, videos, worksheets or other materials;
- Use the content in a way that breaks our Terms of Service or the law.
Printing the coloring books at home for your own children, students or household is exactly what they are for, and so is watching a course lesson with your family. Revocation is for sharing and resale, not for normal use.
12Promotions, bundles and gifts
Promo codes and sales
Discounts must be applied at checkout; we cannot apply a code to an order after it is placed or refund the difference. A refund on a discounted order is for the amount you actually paid. If a product goes on sale after you buy it, we do not refund the difference.
Bundles
When a bundle qualifies for a refund, the whole bundle is refunded and access to every item in it is removed. We do not refund individual items from a bundle.
Gifts
If you bought a product as a gift, the refund rules in this policy apply to you as the purchaser, and any refund goes back to your payment method. The recipient can contact us for help with links and access, but refunds are handled only with the person who paid.
Subscriptions
Store purchases are one-time payments. We do not currently sell subscriptions or memberships through the store, and we will never charge you again for a product you have already bought. If we ever introduce a subscription, its cancellation and refund terms will be shown clearly before you sign up and this policy will be updated.
Free products
Items we give away at no charge, including free lessons, previews and newsletter downloads, are not eligible for any refund because nothing was paid.
13General
Changes to this policy
We may update this policy from time to time. The version in effect when you place an order is the one that applies to that order. The effective date and version number at the top of this page always show the current version, and material changes will be noted here.
Our discretion
We may, at our discretion, offer a replacement, store credit or refund in situations not listed here. Doing so once does not mean we will do so again or for anyone else.
Relationship to our Terms
This policy forms part of our Terms of Service, which also cover course access, licensing, disclaimers, dispute resolution and the Oregon law that governs our agreement with you. Words defined in the Terms have the same meaning here.
Severability
If any part of this policy is found to be unenforceable, the rest continues to apply.
14Contact us
Questions about an order, a link, course access or this policy can go to info@martyandlaurashow.com. We read every message and reply within 5 business days, and within 2 business days for Puppy Pathways access problems.
Order number, checkout email, product name and what went wrong.
Order number and checkout email. We resend downloads and course links for free.
The Marty & Laura Show, Grants Pass, Oregon, United States. This policy was last updated on October 9, 2026 (Version 1.1) to add Puppy Pathways and other online courses. The previous version (1.0) took effect May 3, 2026.
05.What is not eligible
To set clear expectations, the following situations are not eligible for refund or replacement:
- Buyer’s remorse or change of mind — deciding you no longer want the product after purchase.
- “Not what I expected” — the product description, sample images, and preview content are available before purchase. Please review them carefully.
- Failure to use the product — whether you’ve downloaded, opened, printed, or used the file is not a basis for refund.
- Compatibility issues — if the file does not open with your specific software, device, or printer, this is not a defect in our product. Standard PDF readers (Adobe Acrobat Reader, Preview on Mac, web browsers, etc.) are widely available and free.
- Lost download link after delivery — if you delete the download email or lose access to it more than 7 days after purchase, you can re-download from your customer account if you created one (see Section 9). Guest checkout customers should save the file immediately upon receipt.
- Internet, device, or printer problems — technical issues on your end (slow internet, full storage, printer malfunction) are not our responsibility.
- Forgotten or unused product — not remembering you bought it, or not using it within a certain time, is not a basis for refund.
- Sponsor or third-party product complaints — if you used a sponsor discount code (such as PODCAST15) on a sponsor’s website and have an issue with that product, contact the sponsor directly.
- Currency exchange differences — if your bank charged you a different amount due to FX rates, that difference is between you and your bank.
- Requests after 30 days — replacement requests must be submitted within 30 days of purchase. After 30 days, we are no longer obligated to provide replacements.
06.EU/UK consumer rights & withdrawal waiver
If you are a consumer located in the European Union, the European Economic Area, the United Kingdom, or Switzerland, you have certain mandatory rights under applicable consumer protection law that cannot be excluded or limited.
14-day right of withdrawal — expressly waived for digital content
Under the EU Consumer Rights Directive (2011/83/EU) Article 16(m), the UK Consumer Contracts Regulations 2013, and equivalent laws, the standard 14-day “cooling-off” right of withdrawal does not apply to the supply of digital content not delivered on a tangible medium (such as a download), provided that:
- The performance has begun with the consumer’s prior express consent;
- The consumer has acknowledged that the right of withdrawal will be lost once performance begins.
By completing your purchase and clicking the buy/checkout button, you (a) expressly consent to immediate performance and delivery of the digital content, and (b) acknowledge that you lose your statutory 14-day right of withdrawal once delivery begins.
This consent is consistent with EU case law (including Case C-498/17) confirming that the right of withdrawal is forfeited once digital content is accessed or used during the cooling-off period.
Statutory consumer guarantees preserved
Notwithstanding the above, products supplied to EU/UK consumers come with statutory guarantees that cannot be excluded under applicable law, including the UK Consumer Rights Act 2015 and EU consumer protection directives. These statutory rights operate alongside our commercial replacement policy and are not limited by it. If a digital product is not as described, not fit for purpose, or not of satisfactory quality, you may be entitled to a refund, replacement, or repair under those laws regardless of this policy.
How to exercise EU/UK statutory rights
To raise a statutory consumer claim, contact us at info@martyandlaurashow.com with the subject line “EU Consumer Rights Claim” and include your order number, country of residence, and a description of the issue. We will respond in accordance with applicable law.
07.California & state-specific rights
California consumers
This policy is provided to comply with California Civil Code requirements for retail merchants. The “all sales final” rule for digital downloads is disclosed clearly above and at checkout. California consumers retain all rights under California consumer protection law that cannot be waived.
Digital Goods Consumer Protection Act states
For consumers in U.S. states with Digital Goods Consumer Protection legislation in effect (including but not limited to applicable state laws taking effect during 2026), we disclose:
- Technical restrictions on returns: Once a digital file has been delivered to you, we have no technical means to retrieve, deactivate, or verify deletion of the file. This is the basis for our “all sales final” rule.
- Access revocation upon refund: In the rare event we issue a full refund, your license to use the digital product is automatically revoked, and continued use of the product after refund is unauthorized (see Section 11).
Other state residents
If you reside in another U.S. state with consumer protection laws governing digital goods refunds, those statutory rights apply alongside this policy and are not limited by it. Contact us if you believe a state-specific right applies to your situation.
08.How to request a replacement
Step 1: Email us
Send an email to info@martyandlaurashow.com with the subject line “Order Issue” and include:
- Your order number (from your order confirmation email);
- The email address used at checkout;
- A clear description of the issue (e.g., “file is corrupted,” “didn’t receive download link”);
- Screenshots or error messages, if applicable;
- For unauthorized purchase claims: any relevant details about the unauthorized use.
Step 2: We respond within 5 business days
We aim to respond to all order issue requests within 5 business days. We may ask follow-up questions to investigate the issue.
Step 3: Resolution
For eligible situations:
- Replacement files are sent within 5 business days of confirming eligibility;
- Refunds (where issued) are processed through Stripe within 5 business days of approval; the refund typically appears in your account within 5–10 business days, depending on your bank;
- Refunds are issued in U.S. Dollars to the original payment method used.
Verification of identity
We may request additional verification to confirm your identity and the legitimacy of your request, such as confirming details from your original order. This protects against fraudulent refund requests.
09.Download link validity & re-download
Initial download link
The download link sent to your email at checkout is valid for 7 days from the date of purchase. You may use the link up to 3 times within that 7-day window. We strongly recommend downloading and saving the file to a permanent location (your computer, cloud storage, or other backup) immediately upon receipt.
Customer accounts — permanent re-download
If you created a customer account at checkout (rather than checking out as a guest), you have permanent access to re-download your purchased products from your account’s order history at any time, as long as the product remains available. We strongly recommend creating an account at checkout for this reason.
Guest checkout — limited window
If you checked out as a guest, your download link expires after the 7-day window described above. If you lose access to your download after the window expires:
- Within 30 days of purchase: contact us at info@martyandlaurashow.com and we will, at our discretion, re-issue the link as a courtesy upon order verification.
- After 30 days of purchase: we are not obligated to re-issue download links, and may decline such requests.
- After 1 year of purchase: download link reissue requests are not available regardless of circumstance. Please save your file properly.
Discontinued products
If a digital product is discontinued or removed from our store, customers who previously purchased it will retain access to their existing downloads (via account history, where applicable) for at least 90 days following discontinuation, unless removal is required by law.
10.Chargebacks & payment disputes
Contact us first
If you have an issue with your order, please contact us before disputing the charge with your bank or card issuer. Most issues can be resolved quickly through our support process.
Improper chargebacks
Initiating a chargeback (a payment dispute through your bank, card issuer, or payment platform) for a legitimate purchase — including any of the following — is a breach of our Terms of Service:
- Disputing a charge you authorized and received;
- Disputing as “fraud” when you actually placed the order;
- Disputing as “service not received” when the digital file was successfully delivered;
- Disputing as “not as described” without first contacting us to attempt resolution;
- Disputing because you changed your mind, no longer want the product, or didn’t use it.
Consequences of improper chargebacks
If you initiate an improper chargeback, we reserve the right to:
- Provide evidence to the payment processor demonstrating the legitimacy of the charge;
- Suspend or terminate your customer account;
- Refuse future Orders from you;
- Pursue collection of the disputed amount, plus chargeback fees imposed by Stripe (typically $15–$25 per chargeback);
- Recover reasonable attorneys’ fees and collection costs incurred in resolving the dispute.
Card network rules
Visa, Mastercard, and other card networks have specific rules about which dispute reason codes apply to digital downloads. Disputes filed under inapplicable reason codes will be challenged.
11.Access revocation upon refund
In the rare event we issue a full refund for a digital product:
- Your license to use the digital product is automatically revoked as of the refund date;
- You must cease all use of the product and delete all copies in your possession or control;
- Continued use of the product after refund is unauthorized and may constitute copyright infringement;
- Your access to download or re-download the file via your customer account (if applicable) will be removed.
By accepting a refund, you agree to these conditions. We may pursue legal remedies, including damages and injunctive relief, against any person who continues to use a refunded digital product.
12.Subscriptions, promotions & gifts
Subscriptions & recurring billing
We do not currently offer subscriptions, recurring billing, automatic renewals, free trials, or other negative-option features. Our store sells one-time digital downloads only. If we add subscription features in the future, separate terms will apply, including all required disclosures, consent mechanisms, and cancellation procedures consistent with the U.S. Restoring Online Shoppers’ Confidence Act (ROSCA), state auto-renewal laws (including California, New York, Colorado, Delaware, and DC), and applicable card-network rules.
Promotional & discount-code purchases
Purchases made using a discount code, promotional offer, or sponsor code (such as PODCAST15 used on sponsor websites) are subject to the same refund rules as full-price purchases. Sponsor discount codes apply only to purchases made directly through sponsors’ websites and are not redeemable on our online store.
Gift purchases
If you purchase a digital product as a gift for someone else:
- Only the original purchaser (the person who paid) may request a replacement;
- The recipient does not have refund or replacement rights under this policy;
- Both parties remain bound by this policy and our Terms of Service.
13.General provisions
Currency
All purchases and any refunds issued are in U.S. Dollars (USD). If your bank charges you a different amount due to currency exchange rates or international transaction fees, that difference is between you and your bank and is not eligible for refund.
Sales tax
We do not currently collect sales tax. You are responsible for any use tax, VAT, GST, or similar taxes that may apply in your jurisdiction.
Statutory rights preservation
Nothing in this policy affects your statutory rights as a consumer that cannot be waived under applicable law. Where this policy conflicts with mandatory consumer protection law in your jurisdiction, the mandatory law prevails.
Fraudulent refund requests
We reserve the right to deny refund or replacement requests that we reasonably believe to be fraudulent, abusive, or part of a pattern of refund abuse. Repeat fraudulent requests may result in account termination, refusal of future Orders, and reporting to authorities where appropriate.
Modifications to this policy
We may update this policy from time to time. The version in effect at the time of your purchase governs that purchase. Updates will be posted with a new effective date and version number.
Relationship to Terms of Service
This Refund & Returns Policy is part of, and incorporated by reference into, our Terms of Service. In case of conflict between this policy and the Terms of Service on a refund-specific matter, this policy controls. For all other matters, the Terms of Service control. All disputes are subject to the dispute resolution and arbitration provisions of the Terms of Service.
Severability
If any provision of this policy is found to be invalid or unenforceable, the remaining provisions continue in full force and effect.
14.Contact us
Questions about your order or this policy? We’re real humans, and we read every email.
Order issues & replacement requests
Email: info@martyandlaurashow.com — subject line “Order Issue”
Specific contacts
- Lost download link: info@martyandlaurashow.com — subject line “Download Link Request”
- EU/UK consumer rights claims: info@martyandlaurashow.com — subject line “EU Consumer Rights Claim”
- Unauthorized purchase / fraud: info@martyandlaurashow.com — subject line “Unauthorized Purchase”
- General questions: info@martyandlaurashow.com
Mailing location
The Marty & Laura Show, Grants Pass, Oregon, United States
Response time
We aim to respond to all order-related inquiries within 5 business days.
By completing a purchase from our online store, you acknowledge that you have read, understood, and agree to be bound by this Refund & Returns Policy.
