Purchase Support Policy

How we handle quality guarantees, site credit, and support requests for digital educational resources.

General Policy

All sales of digital educational resources on Teach Pair Share are final. Because our products are instantly downloadable digital goods, we cannot offer cash refunds. Once you download a resource, you have immediate access to all its content.

However, we believe in fairness. We provide two pathways for teachers who encounter legitimate issues: the Quality Guarantee program and our support request process.

Quality Guarantee Program

Some creators opt into our Quality Guarantee program, which provides an extra layer of teacher protection. Products with a Quality Guarantee are marked with a Quality Guaranteed badge.

How It Works

You have 72 hours from purchase to send an eligible support request when the download does not match the listing's promised contents, preview, or file format, or when included files do not work.
Approved requests result in a full site credit equal to your purchase price — usable on any future purchase.
The creator receives a full 48 hours from request submission to respond. An eligible request that remains unresolved through that period is automatically resolved with full site credit.

To send a Quality Guarantee support request, visit your Purchase Library and click “Quality Help” on the relevant resource.

Support Requests (Non-Guarantee Products)

For products without a Quality Guarantee, purchases are final — but we still provide a path to report legitimate issues. Our support request process is designed to be fair to both teachers and creators.

How Support Requests Work

1You send a support request from your Purchase Library with a description of the issue.
2The creator has 48 hours to respond. They may offer a voluntary site credit to resolve the issue directly.
3You can accept or decline the creator's offer. If you accept, the request is resolved and credit is added to your account.
4If more help is needed, Teach Pair Share reviews the request and makes a final decision.

Note: Support requests are reviewed at the discretion of our team. Unlike Quality Guarantee requests, non-guarantee requests do not automatically result in credit.

Site Credits

When a support request is resolved in your favor, you receive site credit - not a monetary refund. Site credits can be applied to any future purchase on Teach Pair Share.

Credits expire 6 months after issuance.
You'll receive a notification 30 days before credits expire.
Credits are applied automatically at checkout (oldest first).
View your credit balance on your Credits page.

Fair Use & Abuse Prevention

To maintain fairness for all teachers, we use reasonable limits on support requests:

Maximum of 3 Quality Guarantee requests per 30-day period
Maximum of 3 general support requests per 30-day period
Only one support request per order
Accounts with an unusually high request rate may be reviewed for fairness

These limits exist to protect creators from abuse, not to prevent legitimate requests. If you encounter issues beyond these limits, please contact our support team.

Need Help?

If you have questions about a purchase or need help with a support request, please reach out to our support team.

support@mail.teachpairshare.com