Cancellations.

Products.

The purchase of any physical item may be cancelled at any time after completing your payment if we are notified via post, telephone, fax or email (See Contact Us) prior to the item being despatched from our stockroom.  Any payment that may have been processed will be immediately refunded.  If the item has already left our stockroom and cannot be recalled, you will be issued with a reference number and should follow the procedure for making a return and claiming a full refund, excluding freight charges, as detailed below.

Events.

If you have registered for an event, you may cancel your place at any time prior to the day the event is being held via post, telephone, fax or email (See Contact Us.).  0-7 days notice - no refund; 8 or more days notice - 50% refund; Postpone & rebook - +25% postponement fee. 

From time to time we may recommend or promote events held by other organisations, and are therefore be unable to acknowledge, process or accept cancellation requests or refunds for these events.

Support and Services.

Maintenance, mentoring and support programmes may be cancelled or changed with immediate effect at any time via post, telephone, fax or email (See Contact Us.).  Please note that payments for these services are made in advance.  We are unable to refund payments made for less than 1 calendar month ahead.  All payments made for longer periods (ie: 3 months, six months, etc,) will be refunded on a monthly pro-rata basis.

Note: This cancellation policy does not apply to downloadable products or items.

Returns and Refunds.

Our 100% Money-back Guarantee

We know that in some situations it may be necessary for our customers to return goods that are unsuitable, the wrong size, damaged or ordered by mistake, so here’s how we can help you with that.

Returning or exchanging a physical product or item

Our 100% money back guarantee means that means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 14 days of the date you received the item, unopened (with any seals and shrink-wrap intact, although clothing/gloves, etc, must have original labels attached) and we will issue a full refund for the price you paid for the item, excluding the original delivery charge. 

We can only accept the return of opened items if they are faulty. Please note that we reserve the right to send back items to you that have been returned to us after 14 days unless they are faulty.

If you are returning an item within 14 days of receipt, you must first notify us of your reasons and intention to do so.  You may do this by telephone or email using any of our contact details.  You will be issued with a reference number which must be included with the returned goods in order to receive a full refund or exchange.

Note: Downloaded files and other items cannot be returned after purchase. If you are experiencing an issue with any download from us please contact us.

This returns policy does not affect your statutory rights.

Freight

The item is your responsibility until it reaches us. Therefore for your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods.

The cost of returning the item to us is your responsibility.

Return delivery charges are only refundable where goods are faulty and a refund is made.

We recommend that customers return goods for refund or exchange using Parcel2Go.com.  They offer online parcel tracking, which means the progress of a consignment can be checked at every stage of transit, as well as complimentary £50.00 compensation cover for loss or damage.

Downloadable Products

Since we also offer non-tangible irrevocable goods we are unable to issue refunds once the order is accomplished and the product is sent. As a customer you are responsible for understanding this upon purchasing any item at our site. Please note that sometimes bonuses are offered on behalf of our respected partners and are not an issue for a refund or chargeback from ourselves.

However, we realise that exceptional circumstance can take place with regard to the character of the product we supply.

Therefore, we DO consider requests for refunds on the following grounds:

Non-delivery of the product: due to some mailing issues of your e-mail provider or your own mail server you might not receive a delivery e-mail from us. In this case we recommend contacting us for assistance. Claims for non-delivery must be submitted to us in writing within 7 days via post, telephone, fax or email (See Contact Us) from the order placing date. Otherwise the product will be considered received and downloaded;

Download and unzipping issues: it may happen so that you are having problems while downloading the product or its unzipping. Claims regarding such issues must be submitted via post, telephone, fax or email (See Contact Us.). If you do not properly contact us during this period, you agree that we may construe silence as a successful download of the product with no further right of redress or refund for a "download issue" reason. Failure to receive assistance for downloading or unzipping within 3 days may result in a refund decline;

Major defects: although all the products are thoroughly tested before release, unexpected errors may occur. Such issues must be submitted for our approval via post, telephone, fax or email (See Contact Us.). We keep the right to rectify the error or defect within 72 hours. If any deficiency is approved and we fail to correct it within 72 hours from the date of the initial complaint letter or any other notification provided by you, the refund will be issued to you in full without any compensations or reimbursements. OR, at your own choice, replacement of the product of the same or around the same value can be offered;

Product not-as-described: such issues should be reported to us within 7 days from the date of the purchase via post, telephone, fax or email (See Contact Us.). Clear evidence must be provided proving that the purchased product is not as it is described on the website. Complaints which are based merely on the customer’s false expectations or wishes are not considered.

Please note that we do not bear any responsibility and therefore we do not satisfy any refund/return/exchange requests based on incompatibility of our products with some third-party software (plug-ins, add-ons, modules, search engines, scripts, extensions etc) other than those which are specified as compatible in a description available on the preview page of each product. We don't guarantee that our products are fully compatible with any third-party programs and we do not provide support for third-party applications.