Refund and Returns Policy

Overview

Exam Voucher Purchases
All Pinnacle Learning exam voucher purchases are final. Exam voucher purchases may not be returned, refunded or exchanged

All exam vouchers, including any retakes, expire 12 months from the date of purchase. You must register and take your exam (and retake, if applicable) prior to the voucher expiration date. Voucher expiration dates cannot be extended.

Non-Voucher Digital Products
non-voucher digital products may be returned, with authorization, if the following criteria are met.
• The return request is submitted within 30 days from the purchase date.
• The digital access key has not been redeemed/activated.
If the above criteria are met, digital products that may be considered for a return are: Official Instructor/Student Guide eBook, Official Self-Paced Study Guide eBook, CertMaster Learn, CertMaster Practice, CertMaster Labs, Labs, CertMaster Learn Labs, CertMaster CE, and LabSim.

If the above criteria are met, bundle purchases may be considered for a return. Partial refunds for bundle purchases cannot be provided.

CertMaster Learn Organization/Business License - Removing a Student Assignment: Applicable for Classroom Setup with Student Upload and Classroom Setup with Student Access Keys. *
• A student assignment may be removed, and the seat reassigned if the student has not completed any coursework within 30 days of purchase.
• If the student has begun the coursework within 30 days of purchase, the student assignment is only eligible for removal if the request is submitted within 3 business days of activation.

*For Usage Based Billing (UBB), license activations are non-cancelable and license fees paid are non-refundable per the UBB Master Agreement.

Live Online Training
Refund requests for Live Online Training courses must be received via e-mail at [email protected] within 30 days from the purchase date, and a minimum of 2 business days prior to the course start date. If a request is received less than 2 business days prior to the course start date, students will be given a credit equal to the dollar amount of the original purchase to use toward the purchase of a future online course. No refunds will be issued if a student has logged into the course. All credits must be used within 12 months.

Physical Print Products
Pinnacle Learning operates a print-on-demand fulfillment process. All sales are final, and orders for print books are non-returnable and non-refundable.

Store Club Memberships
Store Club Membership fees may be refunded if the return request is submitted within 30 days from the purchase date. Store Club Membership fees will not be refunded if a store purchase has been made utilizing the Store Club Membership discount.

How to Submit a Return Request

• Fill out the request form by selecting a return reason from the dropdown, enter the quantity and add a comment to provide any details.

You’ll receive an email notification that your return request has been submitted, and you will receive additional follow-up communication from our support team regarding the processing of your return.
NOTE: Partial refunds for purchases cannot be provided.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items: