Your Right to Cancel (UK & EU Customers – Cooling-Off Period)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for most goods purchased online within 14 days of receiving them for a full refund, including the cost of standard delivery. To exercise this right, you must inform me of your decision to cancel within this 14-day period, preferably by using the contact form. You then have a further 14 days from the date you notified me to return the goods.
To be eligible for a full refund under this cancellation right, the item must be returned in its original condition. You are permitted to handle the goods only to the extent necessary to establish their nature, characteristics, and functioning (as you might in a shop). If the value of the goods has been diminished as a result of handling beyond what is necessary, I may make a deduction from your refund. The item should also be returned in its original packaging where possible.
Damaged or Defective Items
If your item arrives damaged or is defective, please contact me as soon as possible, ideally within 5 days of receiving the item, providing details of the damage or defect and, where possible, photographic evidence. I will assess the issue and offer a repair, replacement, or full refund, including any return shipping costs. Your rights under the Consumer Rights Act 2015 are not limited by this timeframe.
Non-Returnable Items
Certain items are non-returnable unless they are faulty or not as described. These include:
- Gift cards
- Downloadable software products (once accessed)
- Support, advice, reflective talking services (once provided)
- Group or individual activities or classes (please refer to specific cancellation policies provided at the time of booking)
- Any other legally permissible non-returnable items, which would be clearly labelled as such on product pages
How to Return an Item
To return an item, please use the contact form to initiate the return process. I will provide you with further instructions, including the return shipping address.
Proof of Purchase
Please ensure you include your receipt or proof of purchase with your return.
Partial Refunds
In certain situations, only partial refunds may be granted:
- Any item not in its original condition, is damaged, or has missing parts for reasons not due to my error.
- Any item returned more than 30 days after delivery (unless faulty).
Refund Process
Once your return is received and inspected, I will notify you via email whether your refund has been approved or rejected. If approved, your refund will be processed and credited back to your original method of payment within 5-7 working days.
Late or Missing Refunds
If you haven’t received your refund yet, please first check your bank account. Then contact your credit card company, as it may take some processing time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you have completed these steps and still haven’t received your refund, please make contact.
Sale Items
Only regular-priced items may be refunded. Sale items are non-refundable unless they are faulty or not as described.
Exchanges
I only exchange items if they are defective or damaged upon receipt. If you need to exchange a faulty item for the same product, please contact me with details and photographic evidence if requested. The original item will need to be returned.
Shipping Returns
If you are returning an unwanted item under the cooling-off period, you will be responsible for the cost of return shipping. We will not refund the original standard delivery charges paid if any were paid.
If you are returning a faulty or damaged item, I will cover the cost of return shipping. I will advise on the appropriate return method.
For your protection, especially when returning more expensive items, I recommend using a trackable shipping service or purchasing shipping insurance as I cannot guarantee that I will receive your returned item.
Need Help?
Please contact me for any questions related to refunds and returns.
I value your business and aim for all transactions to be smooth and fair. Please don’t hesitate to contact me with any questions before making a purchase.