Digital Product Refund Policy

1. Scope

This policy applies to every edition of The Calm Home Reset and its supplied digital content, including PDF, XLSX, ZIP, MP4, M4A, VTT and TXT files and private portal access. No physical goods are supplied, so there is no physical return process.

2. Your right to cancel before digital supply begins

If you are a UK consumer, you normally have 14 days from the day the contract is made to cancel a distance contract for digital content that is not supplied on a tangible medium.

We offer immediate access. Before payment, you will be asked to give express consent for the digital supply to begin during that 14-day period and to acknowledge that your change-of-mind cancellation right will be lost once the download begins. The consent is not pre-selected.

If immediate supply has not begun, you may tell us clearly that you wish to cancel by emailing support@suttonfairchild.com. Include the order email and receipt reference.

3. When immediate supply begins

For these products, supply begins when we make the paid content available and you first begin a download, open the Master Suite portal or stream a paid lesson. Where you requested immediate access and gave the required consent and acknowledgement, the change-of-mind cancellation right ends when that supply begins. This does not affect statutory rights where digital content is faulty, misdescribed or not supplied with the required quality.

4. Faulty, misdescribed or inaccessible content

If a paid file is corrupted, materially different from its description, incompatible with the disclosed standard formats or inaccessible because of our delivery system, contact us. We will first provide a working replacement or restored access within a reasonable time and without significant inconvenience. Where repair or replacement is impossible, disproportionate, unsuccessful or not provided within a reasonable time, you may be entitled to an appropriate price reduction, which can be a full refund where the law requires it.

5. Duplicate and unauthorised payments

We will investigate a credible duplicate charge or unauthorised transaction promptly. To protect customers from fraud, we may ask for the order email, payment date, amount and receipt reference. We will never ask for a full card number, PIN or card security code by email.

6. How refunds are issued

Where a refund is due, it will be made without undue delay and no later than 14 days after we agree that you are entitled to it. It will be returned to the original payment method unless you expressly agree otherwise. We do not charge a refund fee. Bank processing time after we submit a refund is outside our control.

7. Requesting help

Email support@suttonfairchild.com from the address used for the order. State the receipt reference and explain the issue. Do not initiate both a refund request and a payment dispute for the same issue without telling us, as this can delay investigation.