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Refund Policy
Thank you for shopping with us! We are committed to providing excellent products and services. If you are not completely satisfied with your purchase, please review our refund policy below.
1. Your Legal Rights
Under UK law, you have certain rights when purchasing goods or services, including the right to a refund, replacement, or repair if a product is faulty or not as described. For digital products and services, the law also provides certain protections.
2. Eligibility for Refunds
• Physical Products: If your physical product is faulty, not as described, or does not meet expectations, you are entitled to a refund or replacement. You have 14 days from the day you receive the item to request a refund under the Consumer Contracts Regulations 2013. If the product is faulty, you can return it within 30 days for a full refund.
• Digital Products: Once digital content (e.g., downloadable files, access to online courses, etc.) has been delivered, you lose the right to cancel or request a refund under UK law unless the content is faulty or not as described. If you experience issues accessing the product, please contact us within 7 days and we will assist in resolving the issue.
3. How to Request a Refund
To request a refund, please contact us via [Your Contact Email] within the eligible return period. Provide your order number and a brief explanation for the refund request. For faulty products, you may need to return the item to us, at our expense, if required.
• For physical products: Please return the item unused and in its original condition within 14 days of receipt.
• For digital products: We will review your case and offer a resolution if the product is faulty or not as described.
4. Exemptions
Refunds may not be available for:
• Personalized or custom-made products, unless the item is faulty.
• Opened or downloaded digital products, unless the product is faulty or not as described.
• Products purchased in a sale or promotional offer (unless faulty or not as described).
• Gift cards or vouchers, unless required by law.
5. Faulty or Damaged Items
If your product is faulty or damaged, please contact us as soon as possible, and we will arrange for a replacement, repair, or full refund in accordance with the Consumer Rights Act 2015.
6. Refund Processing Time
Refunds will typically be processed within 14 days after we receive the returned item (or after approval of your request in the case of digital products). The refund will be credited to the original payment method.
7. Contact Us
If you have any questions or concerns about our refund policy, or if you wish to request a refund, please contact us at:
• Email: urbanprophecy.co.ukenquires@gmail.com
Important Notes:
• This policy ensures compliance with UK consumer rights laws, including the right to a refund or replacement for faulty goods and digital products.
• UK consumers have 14 days to cancel a contract (for online purchases), but this only applies if the product has not been opened or accessed (for digital goods).
• For services, cancellations must be done within 14 days of entering the contract, unless the service has already been provided.