Returns and refunds

Your right to cancel

If you are buying as a consumer, you have the right to cancel most orders within 14 days, without giving a reason. The 14 days start the day after you receive the goods (or the last item, if you ordered several), or the day after your tuition booking is made.

Physical resources

• To cancel, email elif@hacketteducationalresources.com with your name, order number and what you want to return. You do not have to use a particular form.
• Send the items back within 14 days of telling us you are cancelling, to Mrs Elif Hackett, 18 Bassett Street, London NW5 4PH. You pay the cost of returning them. Please pack them carefully and use a tracked service, as you are responsible for them until we receive them.
• We will refund the price and the standard delivery charge within 14 days of receiving the items back, or sooner if you give proof of postage. We refund to the original payment method.
• We may reduce the refund if the items have been used or damaged beyond reasonable checking.

Digital downloads

You lose your right to cancel a digital download once the download has begun, if you have agreed to this at checkout and acknowledged that you lose the right. [To do: add the wording and a tick-box agreement to the Wix checkout; until then this paragraph must not be relied on.]

If a file is faulty, will not open or is not as described, tell us and we will fix it, replace it or refund you.

Private tuition

• You can cancel a tuition booking within 14 days of making it. If you ask us to begin lessons within that period, you will pay for the lessons already given, in proportion to the full price.
• The £20 fee for the initial 30-minute consultation is deducted from the cost of your first lesson if you choose us as your tutor. [Confirm what happens if you do not go ahead, for example whether the fee is kept for the time given.]
• Lessons can be cancelled or rearranged with at least 24 hours' notice, as set out in our Terms and conditions.

Faulty, damaged or wrong items

Tell us as soon as you can, with a photo if you can. If an item arrives damaged, is lost in delivery or is missing from your order, we will replace it at no cost to you. If it is faulty, you also have a legal right to a repair, replacement or refund, and we will cover the cost of returning it. This does not affect your 14-day right to cancel.

How refunds are paid

Refunds go back to the way you paid, usually through PayPal, and can take a few working days to show in your account.