Hi,
good question. First of all by purchasing an account you accept our ToS which state:
21.2 Due to the nature of a new account being automatically delegated Steem, and the
manner in which we may utilise third party providers of Steem Power delegations, we do not
offer any refund for any reason on newly created accounts or Steem Power delegations.
Secondly we do not sell crypto currency. We sell the service of account creation. Everyone can verify that the account was created using SteemD. If for some reason the account could not be created we would of course refund the payment.
Regards
The Ninja