Refund policy
We want you to be happy with your purchase. If something isn’t right, we’ll do our best to put it right.
Physical products
You have 30 days from the date your order is delivered to request a return.
To be eligible for a return, your item must:
- be unused and in the same condition you received it
- be returned in its original packaging where possible
- include proof of purchase (such as your order confirmation)
To arrange a return, please email connect@stillform.co.uk.
Once your request has been approved, we’ll provide instructions for returning your item. Please don’t send items back without contacting us first, as we may be unable to process your return.
Return address
Stillform, Tawny Owl, Trebburick PL27 7UR, UK
Unless the item is faulty, damaged or incorrect, the cost of returning the item is the responsibility of the customer.
Damaged, faulty or incorrect items
Please inspect your order when it arrives.
If your item arrives damaged, is faulty, or you’ve received the wrong product, contact us as soon as possible at connect@stillform.co.uk with your order number and, where possible, photographs of the issue.
We’ll assess the situation promptly and arrange a replacement, repair or refund where appropriate.
Digital products
Digital products—including ebooks, PDFs, downloadable resources, audio files and other digital downloads—are supplied immediately after purchase.
Because digital products cannot be returned once accessed or downloaded, they are generally non-refundable.
If you’ve purchased a digital product by mistake, experienced technical problems accessing your purchase, or believe you’ve received the wrong file, please contact us at connect@stillform.co.uk. We’ll always do our best to resolve the issue quickly.
Nothing in this policy affects your statutory rights under UK consumer law.
Non-returnable items
We cannot accept returns for:
- digital downloads once accessed or downloaded
- personalised or custom-made products
- gift cards
- sale or clearance items (unless faulty)
If you’re unsure whether your purchase is eligible for return, please contact us before sending it back.
Exchanges
If you’d like a different item, the quickest approach is to return your original purchase (if eligible) and place a new order once your return has been approved.
Customers in the European Union
If your order is delivered within the European Union, you have the right to cancel your purchase within 14 days of receiving it, in accordance with applicable consumer protection law.
Returned items must be unused, in their original condition and accompanied by proof of purchase.
Please note that this statutory cancellation right does not generally apply to digital content once you have expressly agreed to immediate delivery and download.
Refunds
Once we receive and inspect your return, we’ll let you know whether your refund has been approved.
Approved refunds will be made to your original payment method within 10 business days. Your bank or card provider may take a little longer to process the payment.
If more than 15 business days have passed since your refund was approved, please contact us at connect@stillform.co.uk.
Questions
If you have any questions about this policy or a purchase you’ve made, please contact us at:
connect@stillform.co.uk