Refund and Returns Policy

Last updated: 31/7/2026

1. Purpose

This policy explains how cancellation, refunds, returns and product problems are handled.

Nothing in this policy limits rights provided by law.

2. Digital downloads

Digital resources may be delivered immediately after purchase.

Before immediate supply begins, you may be asked to:

expressly request supply during the cancellation period
acknowledge that the cancellation right may be lost once supply begins

Where these requirements have been met and supply has begun, a change-of-mind cancellation may no longer be available.

This does not affect rights where digital content is:

faulty
misdescribed
not supplied
not of satisfactory quality
inaccessible because of a problem for which we are responsible

Digital-content remedies may include repair, replacement, price reduction or refund depending on the circumstances.

3. Duplicate purchases

Any refund will depend on the circumstances and payment records.

4. Failure to download

Before contacting us, please:

check your order-confirmation page
check spam or junk folders
log in to My Account
confirm that the email address used was correct
try another browser or device

5. Physical products

Where physical goods are sold, online customers generally have statutory cancellation rights, subject to legal exceptions. The product listing and order information will explain the applicable process. GOV.UK guidance describes a 14-day notification period for many distance purchases, followed by a further period to return goods.

6. Live talks, webinars and courses

The product listing will state any specific cancellation terms.

Where Seeing Dogs Differently cancels an event, customers will normally be offered:

a replacement date
equivalent access
account credit
or a refund, as appropriate

A participant who misses a live session may not automatically qualify for a refund where the session proceeded as advertised, particularly where a recording or materials are supplied.

7. Membership

Membership cancellation and renewal terms will be provided before membership launches.

They will explain:

billing frequency
renewal arrangements
how to cancel
access after cancellation
refunds
content availability

8. Requesting help or a refund

Contact:

admin@seeingdogsdifferently.co.uk

Include:

name
order number
purchase email
product title
date of purchase
explanation of the issue
relevant screenshots, excluding payment-card information

9. Processing

Approved refunds will be sent to the original payment method where possible.

Bank or payment-provider processing times are outside our direct control.