Digital courses & downloads
Cancellation rights can depend on access, performance and the terms accepted at purchase.
Check digital termsReturns, refunds & cancellations
Clear next steps when an order is not right
Find the process for digital purchases, physical products, damaged items and approved refunds.
Checkthe item and purchase type
Keepthe order reference
Followthe published return route
Contactsupport when an item is faulty
Choose the order type
Choose the type of purchase or issue
Digital purchases, eligible physical returns and faulty items can follow different processes.
Physical products
Eligible products may be returned through the published return process.
Keep items and packagingFaulty, damaged or incorrect items
Contact support promptly with the order reference and requested evidence.
Separate support routeReturns policy
Returns, cancellations and approved refunds
Last updated: add the current approved date before publishing
Before requesting a return
Check the item type, purchase date, condition and any product-specific terms. Keep the order reference and do not send an item back until the published process tells you where and how.
Digital courses and downloads
Explain clearly how cancellation rights and any consent to immediate digital performance affect digital purchases. The checkout terms must state the applicable process before the customer buys.
Physical product returns
Explain the return window, required condition, packaging, proof of purchase, return address and who is responsible for return costs in each situation.
Faulty, damaged or incorrect items
Provide a prompt support route for items that arrive damaged, faulty or different from the order. Ask only for proportionate evidence and explain the available resolution.
Refund timing and method
Explain when an approved refund is initiated, which payment method is used and that banks or providers may take additional time to display it.
Items that cannot be returned
List any lawful exclusions or product restrictions clearly and explain where customers can get help when they are unsure.
Questions
Frequently asked questions
Can I cancel a digital course?
The answer depends on the checkout terms, whether access or performance began and the rights that apply. Publish the approved digital cancellation terms before launch.
How do I return a physical item?
Contact order support or follow the published return instructions. Do not send an item back without the correct return details.
What if my order arrived damaged?
Contact support promptly with the order reference and the information requested in the policy.
How long does a refund take?
State the approved processing times in the final policy. Payment providers may take additional time after a refund is issued.
Need help with an order?
Open the published return process or contact support with your reference.