Refunds & Returns Policy
Last Updated: November 2024
Your Consumer Rights
As a UK-based business, we comply with the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015. Your rights vary depending on the type of product or service you purchase.
Digital Products (eBooks & Bundles)
Our Policy
Due to the nature of digital products, refunds for eBooks and digital bundles are not typically available once the download link has been accessed or the files have been downloaded.
Under UK law, you waive your right to the 14-day cooling-off period when you:
- Agree to immediate delivery of digital content
- Download or access the digital files
This is confirmed at checkout before you complete your purchase.
Exceptions
We will provide a full refund for digital products if:
- The download link is faulty or non-functional
- The files are corrupted or unreadable
- The product description was materially misleading
- There was a technical error with your order
To request a refund for these issues:
- Contact us within 48 hours of purchase at sally@sallygutteridge.com
- Provide your order number and details of the issue
- Do not share or distribute the digital files
- We will investigate and respond within 3-5 working days
Goodwill Refunds
In exceptional circumstances, we may offer a goodwill refund at our discretion. This is assessed on a case-by-case basis and is not guaranteed.
Physical Products (Paperback Books)
14-Day Return Right
You have the right to return physical books within 14 days of receiving them for any reason.
Conditions:
- Books must be in resaleable condition (unread, unmarked, no damage)
- Original packaging should be retained where possible
- You are responsible for return postage costs
- We recommend using tracked postage service
To return a physical book:
- Contact us at sally@sallygutteridge.com within 14 days of delivery
- State your order number and reason for return
- We will provide return instructions and our return address
- Send the book back within 14 days of notifying us
- Once received and inspected, we will refund within 14 days
Refund Method: Refunds will be issued to your original payment method.
Damaged or Faulty Items
If your book arrives damaged or faulty:
- Contact us within 48 hours of delivery
- Provide photos of the damage
- We will arrange a replacement or full refund at no cost to you
- We will cover return postage costs for faulty items
Wrong Item Received
If we send you the wrong book:
- Contact us immediately
- We will arrange collection or provide a prepaid return label
- We will send the correct item or provide a full refund
Services (Coaching, Consultations, Workshops)
Cancellation by You
More than 7 days before scheduled session:
- Full refund or reschedule available
3-7 days before scheduled session:
- 50% refund or reschedule available
Less than 3 days before scheduled session:
- No refund available
- Reschedule may be possible subject to availability (one time only)
No-shows:
- No refund or reschedule available
Cancellation by Us
If we need to cancel or reschedule:
- You will receive at least 48 hours notice
- Full refund or alternative date offered
- Priority rebooking provided
Service Not As Described
If you feel a service was materially different from what was advertised:
- Contact us within 48 hours of the session
- We will investigate and may offer a partial refund or additional session
Community Access (Lifetime Membership)
Cooling-Off Period
You have 14 days from the date of purchase to request a full refund if:
- You have not substantially engaged with the community content
- You have not accessed more than 2 modules or resources
After 14 Days
Refunds are not available after 14 days or if you have substantially engaged with the community resources.
Exceptional Circumstances
We may consider partial refunds for:
- Technical issues preventing access (that we cannot resolve)
- Serious illness or personal circumstances (assessed case-by-case)
Refund Processing
Timeframes:
- Digital product refunds: 3-5 working days from approval
- Physical product refunds: Within 14 days of receiving your return
- Service refunds: 5-7 working days from approval
Method:
- All refunds are issued to the original payment method
- Please allow 5-10 working days for refunds to appear in your account (depending on your bank)
Disputes
We aim to resolve all issues amicably and quickly. If you're unhappy with our response:
- Email sally@sallygutteridge.com with "Complaint" in the subject line
- We will review your case within 5 working days
- A senior team member will respond with a resolution
If we cannot resolve your complaint, you may be able to use:
- Online Dispute Resolution: For EU residents, visit ec.europa.eu/consumers/odr
- Alternative Dispute Resolution: You can use an approved ADR provider
Contact Us
For any refund or return queries:
Email: sally@sallygutteridge.com
Response Time: Within 1-2 working days
Please include:
- Your order number
- Full name used for the order
- Description of the issue
- Any supporting evidence (photos, screenshots, etc.)
Business Details
Business Name: Sally Gutteridge Books
Location: Kidderminster, United Kingdom
Email: sally@sallygutteridge.com
This policy is subject to change. Any updates will be posted on this page with a revised date. This policy does not affect your statutory rights.