We welcome the return of physical products, unused, in their original condition, with no missing parts, and in their original packaging within 30 days of delivery. Unfortunately, we cannot offer any exchange or refund for any physical product that is returned more than 30 days after delivery. Please see our full terms and conditions for returns and refunds below.
Please contact us to discuss the issue before returning an item.
Returns
- Customers must provide proof of purchase (i.e. the original invoice or receipt) before a refund or exchange can be considered.
- We do not offer refunds for the cost of returning items to us. The cost of returning items and ensuring that we receive those returns is the customer’s responsibility. We strongly suggest that customers consider using a tracked delivery service to ensure that returns reach us safely.
- Perishable goods, intimate or sanitary goods, hazardous materials, flammable liquids or gases cannot be returned.
Refunds and Exchanges
- Only full-priced items can be refunded.
- Exchange is only possible for damaged or defective items.
- For items that are lost or damaged, we will carefully assess all claims. This may include requesting evidence from the customer, and possibly launching an investigation with our delivery partner before deciding on the outcome.
Exclusions
- We do not offer refunds on sale, discounted, or Outlet items.
- We do not offer refunds on custom or personalised items.
- We do not offer refunds to anyone other than the purchaser of the item.
Our Refund and Exchange Process
- For items that are returned, once received and inspected, we will make an assessment as to the appropriate outcome.
- Following our assessment of a refund or exchange request, we will either approve or reject the request and notify the customer of the outcome by email.
- If an exchange is approved, the customer will be offered a replacement of the same item purchased. If the item is out of stock, the customer will be given the option to wait for new stock or receive a refund.
- If a refund is approved, the refund amount will be the price of the item returned plus the delivery charge originally paid for the order by the customer. If only part of an order is approved for a refund, we reserve the right to calculate and refund a pro-rata amount of the delivery charge originally paid for the order.
- We reserve the right to provide partial refunds where we deem this to be appropriate.
- Approved refunds will be issued back to the original payment method used at the time of purchase, and will normally be processed within 7 working days of the request being approved.
Digital Products
- Due to the nature of digital products, we do not offer returns, refunds, exchanges, or cancellations.
- All sales of digital products are final.
- Please do contact us if you encounter any issues accessing downloads.
Gift Cards
As gift cards are considered a form of payment and not a product or service, refunds may be possible (for unexpired gift cards only), but would work differently as follows:
For purchased gift cards
- Gift cards are generally non-refundable once purchased, unless there is a problem with the card.
- If there is a problem with a gift card, a full balance refund request can be submitted within 14 days of purchase.
- To qualify for a full balance refund, the gift card must be completely unused and still hold its original balance.
- Refunds can only be made to the person who purchased the gift card and will be issued back to the original payment method used at the time of purchase.
For purchases made with a gift card
- If a refund is approved, the refunded amount will be restored to the gift card used to make the purchase.
- We do not offer cash refunds for gift card purchases.
For unused gift card balances
- We do not offer refunds to gift card recipients for the unused balance on a gift card.
For lost or stolen gift cards
- Requests for a replacement gift card may be considered, but we do charge a small replacement fee for this service.
- If a replacement is agreed, only the unused balance (based on our records) would be transferred to the replacement gift card.
- Once a replacement is issued, the old gift card will be cancelled.
Online Courses
- We offer a 30-day refund policy for online courses, provided that you have not accessed more than 10% of the course content. To request a refund, please contact us within 30 days of your purchase.
Coaching and Consulting Services
Refunds for coaching and consulting services are not generally available. If you are dissatisfied with any of our coaching or consulting services, please contact us to discuss your concerns.
Online Memberships
You may cancel your membership at any time, but refunds will not be issued for the remaining period of your membership term.
Other Information
- We aim to make an honest and fair assessment of all return, exchange, refund, and cancellation requests in the hope that we can reach a satisfactory conclusion, however, we do reserve the right to decline refund, exchange, and cancellation requests.
- Please note that our Returns & Refunds policy does not affect your statutory rights.
Please contact us with any questions about this policy.