Refund Policy

Refund Policy – Neurodiverse Tales

Last updated & Effective from 12 September 2025

At Neurodiverse Tales, we want you to be happy with your purchase. Please read this policy carefully to understand when and how refunds apply.

This Refund Policy is provided in accordance with your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (as amended).
Nothing in this Policy affects your legal rights.
We reserve the right to update or amend this Policy at any time. The version in force at the time of your purchase will apply to that order.
Refunds are issued only to the original payment method used at checkout.
We are not responsible for delays in refunds caused by your bank, payment processor, or circumstances outside our reasonable control.
To the fullest extent permitted by law, we exclude liability for indirect or consequential loss arising from a refund or return request.

Under UK law, you may cancel most orders for physical products within 14 days of receiving them (“cooling-off period”).
Items must be returned unused, in their original condition and packaging.
To start a return, please email us at help.neurodiversetales@gmail.com with your order number and details.

The following items cannot be refunded unless faulty or not as described:

If an item arrives damaged, defective, or not what you ordered, please contact us within 7 days of delivery.
We may ask for photos to help us resolve the issue quickly.
Where possible, we’ll offer a replacement. If not, you’ll receive a full refund, including standard delivery costs.

Contact us first at help.neurodiversetales@gmail.com before returning any items.
You are responsible for return postage costs unless the item is faulty or incorrect.
Please keep proof of postage when returning items.

Refunds are processed within 14 days of us receiving your returned item, or of you providing evidence that it has been sent back.
Refunds are issued to your original payment method.

Digital items are non-refundable once downloaded or accessed, unless they are faulty or inaccessible.
If you have trouble with a digital file, please contact us for support.

If you have any questions about returns or refunds, contact us at:
📧 help.neurodiversetales@gmail.com

🚫 Refund Policy Exclusions

Digital Downloads
- eBooks, printables, and other downloadable content are non-refundable once accessed or downloaded (unless the file is faulty or inaccessible).
Personalised or Made-to-Order Products
- Any item customised for a customer (names, designs, special requests) cannot be cancelled or refunded unless it arrives damaged or defective.
Opened Hygiene-Sensitive Products
- Products sealed for health or hygiene reasons (for example, skincare, sprays, oils, bedding with hygiene seals) cannot be refunded once unsealed, unless faulty.
Gift Cards or Vouchers
- If you ever issue digital or physical gift cards, they’re non-refundable and non-exchangeable.
Change of Mind Beyond the Cooling-Off Period
- Returns requested after the 14-day cooling-off window (for standard goods) are excluded unless otherwise agreed at our discretion.
Items Not in Original Condition
- Goods that are used, damaged by the customer, or missing parts/packaging may not be eligible for a refund.