Cancellations & Returns Policy

Overview

This policy explains your rights and our procedures regarding cancellations, returns, refunds, and access to our products and services. Different rules may apply depending on whether you have purchased a physical product, a personalised product, or digital learning content.

Physical Products

Physical products include books and any other tangible goods supplied by us.

Cancellation Rights

Consumers may have statutory rights to cancel purchases of physical products in accordance with applicable consumer protection laws.

Returns

Where a return is required, goods must be returned to us before a refund can be processed.

Returned items should be sent back in a suitable condition and packaging to prevent damage during transit.

Return Shipping Costs

Unless the return is due to a fault, defect, or error on our part, you may be responsible for the cost of returning goods to us.

Refunds

Once returned goods have been received and inspected, any approved refund will be processed using the original payment method where possible.

 

Personalised Products

Personalised products include printed certificates, printed identification cards, and any other products customised to your individual requirements.

Cancellation and Withdrawal Rights

Because personalised products are manufactured to your specific requirements, statutory cancellation or withdrawal rights may not apply once production has commenced, to the extent permitted by applicable law.

If you wish to cancel an order for a personalised product, please contact us as soon as possible. We will advise whether production has started and whether cancellation remains available.

Refunds

Once production has commenced, refunds for personalised products will generally not be available except where required by law or where the product is faulty.

 

Digital Learning Products

Digital learning products include:

• E-learning courses

• Practice examinations

• Learning materials delivered through our Learning Management System (LMS)

Cancellation Requests

Customers may request cancellation and a refund before any paid-for digital content has been accessed through the LMS.

Access to Digital Content

Access to digital learning products is provided through our LMS.

If a refund is approved, access to the relevant paid-for content will be removed.

Access Logs and Compliance

Activity within the LMS may be recorded and monitored for compliance, security, audit, quality assurance, and operational purposes.

These records may be used to determine whether digital content has been accessed and whether a refund request is eligible under this policy.

Withdrawal and Cancellation Rights

Once paid-for digital content has been accessed, statutory withdrawal or cancellation rights may be limited or unavailable, subject to applicable law.

Where access to digital content has commenced, refund requests will be assessed in accordance with this policy and any legal rights that apply.

Refunds

Approved refunds for digital learning products will be processed using the original payment method where possible. Upon refund, access to the relevant digital content and associated LMS resources will be withdrawn.

 

How to Request a Cancellation, Return or Refund

To request a cancellation, return, or refund, please contact our customer support team and provide:

• Your order number

• The product or service purchased

• The reason for your request

• Any supporting information that may assist us in processing your request

• We aim to review requests promptly and will notify you of the outcome as soon as reasonably possible.

 

Your Statutory Rights

Nothing in this policy affects any rights or remedies that you may have under applicable consumer protection laws.