Refund & Returns Policy

This Refund and Returns Policy sets out the conditions under which you may return products, cancel services, and request refunds.

It applies to consumers (individuals purchasing for personal use) and business customers purchasing products or services from us via resettour.com or directly.

2.1 Your Right to Cancel (Distance Selling)

If you are a consumer in the UK or EU, you have a statutory right to cancel your order within 14 calendar days of receiving the goods, without giving any reason. This is your legal 'cooling-off' right under the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive.

2.2 Return Conditions

To be eligible for a refund on a physical book, the item must be:

• Returned within 14 calendar days of notifying us of your cancellation
• Unused and in its original, resalable condition
• In its original packaging with all accompanying materials

2.3 Return Shipping

• You are responsible for the cost of return shipping unless the item was delivered damaged, defective, or incorrect.
• We recommend using a tracked postal service, as we cannot accept liability for returns lost in transit.

2.4 Damaged or Incorrect Items

If you receive a physical book that is damaged, defective, or incorrect, please:

1. 1Contact us within 48 hours of receipt at [email protected].
2. 2Provide your order number, a description of the issue, and photographic evidence.
3. 3We will arrange a free replacement or a full refund at no cost to you.

2.5 Refund Processing

Upon receiving your returned item (or proof of postage), we will process your refund within 14 calendar days. Refunds are issued to your original payment method via Stripe or Wise. Please allow an additional 3–7 business days for the funds to appear in your account, depending on your bank.

3.1 General Policy

Due to the immediate and irrevocable nature of digital delivery, digital products (eBooks and downloadable resources) are generally non-refundable once download access has been granted.

3.2 Exceptions: Technical Issues

We will provide a replacement file or, at our discretion, a full refund if:

• The digital file you received is corrupted or unreadable
• You did not receive the download link within 24 hours of purchase (and it is not in your spam folder)
• The delivered content is materially different from what was described at purchase

To report a technical issue, contact us at [email protected] with your order number and a description of the problem. We aim to resolve all technical issues within 2 business days.

4.1 Cancellation Policy

We require a minimum of 24 hours' advance notice to cancel or reschedule a counselling session or training workshop. Cancellations made with sufficient notice will receive a full credit or rescheduling at no charge.

4.2 Your Right to Cancel Under Distance Selling

If you book a service online and have not yet commenced the service, you have a 14-day cancellation right under UK/EU distance selling regulations. If the service commences during this period at your explicit request, a proportional charge applies for services already delivered.

4.3 Emergency and Exceptional Circumstances

We handle exceptional circumstances (serious illness, bereavement, etc.) on a case-by-case basis with compassion. Please contact us as soon as possible if you face an emergency. Supporting documentation may be requested.

To initiate a return, cancellation, or refund request:

1. 1Email us at [email protected] with the subject line: 'Refund Request - [Your Order Number]'.
2. 2Include your full name, order number, purchase date, and reason for your request.
3. 3Attach any relevant evidence (photos of damage, screenshots of technical issues, etc.).
4. 4We will acknowledge your request within 2 business days and advise on next steps.

All refunds are processed through our authorised payment providers:

• Stripe, Inc.: Refunds typically appear within 5–10 business days, depending on your card issuer.
• Wise Payments Ltd.: International transfer refunds may take 1–3 business days.

We do not charge any administration fee for processing refunds. Currency conversion differences (if any) on international transactions via Wise are outside our control.

Nothing in this Refund and Returns Policy affects your statutory rights as a consumer.

• UK residents: Rights under the Consumer Rights Act 2015.
• EU residents: Rights under the Consumer Rights Directive 2011/83/EU and applicable national consumer protection laws.

For refund and return queries, please get in touch with us:

Email

[email protected]

Phone

+94 74 125 6432

Website

resettour.com

Response time

Within 2 business days