Returns & Refunds Policy

Introduction

We value your satisfaction with our digital products, premium tools, and creative services. This policy explains your rights regarding returns, refunds, and cancellations under UK consumer law.

Important: UK consumer protection laws for subscriptions are changing in Spring 2026 under the Digital Markets, Competition and Consumers Act 2024. We will update this policy before those changes take effect.

1. Digital product downloads (one-time purchases)

Your 14-day cancellation right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel within 14 days of purchase.

However: If you choose to download or access digital content immediately, you agree to waive this 14-day right. At checkout, you will be asked to confirm that:

  • You consent to immediate access to the digital content.
  • You understand you will lose your right to cancel once you download or access the content.

If you do not provide consent, you must wait 14 days before accessing the content.

Refunds for defective or mis-described products

You are entitled to a refund under the Consumer Rights Act 2015 if:

  • The file is corrupted, defective, or cannot be opened or used as intended.
  • The product does not match its description on our website.
  • The product is not fit for the purpose we stated it would serve.

What is not covered

  • Change of mind after downloading the product.
  • Compatibility issues with your specific software or hardware (unless explicitly advertised).
  • Dissatisfaction with subjective elements such as design or style.
  • User error or lack of technical knowledge to use the product.

How to request a refund

Contact de****@*************co.uk within 14 days of purchase with:

  • Your order number.
  • Description of the defect or mis-description.
  • Screenshots or error messages, if applicable.

We will respond within 3–5 business days and, if approved, process refunds within 14 days to your original payment method.

2. Premium tool subscriptions

What is a subscription

Premium tool access is sold as a recurring subscription (monthly or annual). By subscribing, you agree to automatic renewal until you cancel.

Free trials

  • You can cancel during the trial without being charged.
  • If you do not cancel before the trial ends, your subscription begins and you will be charged.
  • No refunds are provided if you forget to cancel during the trial period.

Cancelling your subscription

You can cancel at any time:

When cancellation takes effect: Your access continues until the end of your current paid period. You will not be charged again after that date.

Refund policy for subscriptions

Your 14-day cooling-off right: Under current UK law, you have 14 days from the start of your subscription to cancel and receive a refund, minus a deduction for any service you have used.

After 14 days: Subscriptions are non-refundable. If you cancel after 14 days, you keep access until the end of your current billing period, but no refund is provided.

No partial refunds: We do not provide pro-rata refunds for unused portions of monthly or annual subscriptions after the 14-day period.

Service failures

If the tools platform experiences significant technical failures that prevent access to premium features:

  • Contact us immediately at de****@*************co.uk.
  • We will investigate and may offer a service credit, period extension, or refund at our discretion.

This applies to failures on our side, not issues with your internet connection or device.

Downgrades

You can downgrade from Premium to a lower plan at any time. The downgrade takes effect at the end of your current billing period. No refunds are given for downgrades.

3. Payment disputes and chargebacks

If you have a problem with a charge, please contact us first at de****@*************co.uk so we can resolve it directly.

If you file a chargeback or payment dispute without contacting us:

  • We may suspend your account pending investigation.
  • We reserve the right to terminate accounts that abuse the dispute process.

4. Making a complaint or requesting a refund

Contact us at de****@*************co.uk and provide:

  • Your name and registered email address.
  • Order number or subscription details.
  • Clear description of the issue.
  • Any supporting evidence (screenshots, error messages).

Our process:

  • We respond within 3–5 business days.
  • We may request more information or provide troubleshooting.
  • If a refund is approved, it is processed within 14 days to your original payment method.
  • You will receive confirmation by email.

5. Your legal rights

This policy does not affect your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

6. Account closure

  • Active subscriptions will be cancelled upon account closure.
  • No refunds are provided for unused subscription time.
  • Your saved data (worksheets, calculator results) will be retained for 30 days, then permanently deleted.
  • Digital products you have purchased remain yours to use.

7. Changes to this policy

We may update this policy to reflect changes in our services or legal requirements. The current version will always be available on this page with the effective date shown at the top.

Note: UK subscription regulations are changing in Spring 2026 under the Digital Markets, Competition and Consumers Act 2024. We will update this policy before those changes take effect.

8. Contact information

We aim to respond to all enquiries within 1–2 business days.

9. Bespoke design and printing services

This section applies to any design, branding, website, publication, or printing services provided directly by Ben for Brands (including Nettl of Chesterfield, where applicable).

Design and creative services

  • Design work is a bespoke service and begins once you approve a written quotation or proposal.
  • Because design work is tailored to each client, refunds are not available once the design process has started, unless the service cannot be delivered as described.
  • If you cancel before work has started, any deposit or retainer may be refunded less reasonable administrative or preparation costs already incurred.
  • If you cancel after work has commenced, you will be invoiced for all completed work up to the cancellation date and for any non-recoverable third-party costs.

Printing and production

  • Printing orders are non-refundable once they have entered production or been approved for print.
  • We are not responsible for errors in artwork approved by you prior to print.
  • If a print job is defective or damaged in transit, please notify us within 7 days of delivery. We may offer a reprint or partial refund at our discretion.

Service failures or delays

  • If we are unable to complete your project due to circumstances within our control, you may request a full or partial refund for the undelivered portion of the service.
  • We are not liable for delays caused by third-party suppliers, courier networks, or force majeure events beyond our reasonable control.

Contact

For design or print service issues, please contact de****@*************co.uk with your project reference or order number. We aim to respond within 1–2 business days.

10. Changes to this policy

We may update this policy from time to time to reflect changes in our services or in the law. The latest version will always be published on this page with the effective date shown at the top.

11. Contact

If you have questions about this policy, refunds, cancellations, or service issues, please contact:

Effective date: 24 October 2025
Last updated: 24 October 2025