Refund policy
Physical Products
You have 30 days from the date you receive your order to request a return. To be eligible, the item must be unused, in its original condition, with all tags attached and in its original packaging. You'll need your receipt or proof of purchase.
To start a return, contact us at info@shlc-tutor.co.uk. Once your return is accepted, we'll send you a prepaid return shipping label along with instructions on where to send your package. Please do not send items back without contacting us first as they will not be accepted.
Digital Products
All digital products - including revision materials, worksheets, practice papers and downloadable resources are non-returnable and non-refundable once accessed or downloaded. As these are delivered instantly, we're unable to accept returns once the file has been made available to you.
If you have a technical issue accessing your purchase, contact us at info@shlc-tutor.co.uk and we'll sort it out.
Damaged or Incorrect Items (Physical Orders)
Check your order when it arrives. If anything is damaged, faulty or incorrect, get in touch with us at info@shlc-tutor.co.uk straight away and we'll make it right.
Non-Returnable Items
The following cannot be returned:
- Perishable goods (food, plants, flowers)
- Personalised or custom-made items
- Personal care and beauty products
- Hazardous materials, flammable liquids or gases
- Sale items
- Gift cards
Exchanges
To exchange a physical item, return it first. Once the return is accepted, place a new order for the item you want.
European Union Customers
If your order is being shipped to the EU, you have the right to cancel or return it within 14 days of receipt, for any reason. The item must be unused, in its original condition, with tags and in its original packaging. You'll need your receipt or proof of purchase. Note that this cooling-off period does not apply to digital products that have already been accessed or downloaded.
Refunds
Once we receive and inspect your return, we'll let you know whether the refund has been approved. If approved, the refund will go back to your original payment method within 10 business days. Your bank or card provider may take additional time to process it on their end.
If more than 15 business days have passed since your return was approved and you haven't received your refund, contact us at info@shlc-tutor.co.uk.
For any questions about returns, refunds or your order, get in touch at info@shlc-tutor.co.uk.