Refund policy
This policy is in two parts, so you can go straight to the one that fits your order. Part One covers digital products you download, such as printable planners. Part Two covers physical products we print and post to you.
Nothing in this policy affects your legal rights as a customer in the UK.
Part One: Digital products
Our digital products are delivered as instant downloads, so the rules are a little different from physical items.
Before you buy
At checkout you'll be asked to agree that your download is made available straight away, and to acknowledge that this means you lose the usual 14-day right to cancel. We'll confirm this in your order email. Please check the product description, sizes and formats before you buy.
If you change your mind
Because your files are available to you immediately, we can't offer refunds on digital products simply because you've changed your mind. If something is wrong with the files, the sections below apply in full.
If your download link doesn't arrive or doesn't work
Please check your spam or promotions folder first. If it isn't there, or the link won't open, email hello@thegrowcademy.com with your order number and we'll send you a fresh link.
If a file won't open or is damaged
Let us know which file and what happens when you try to open it. We'll send you a working replacement. If we can't fix the problem within a reasonable time, you'll receive a full or partial refund, depending on what's affected.
If the product isn't as described
If pages are missing, the wrong file was sent, or the product doesn't match its description, send us your order number and a short explanation. We'll send the correct files, or refund you if we can't put it right.
If you buy the same product twice by mistake
Email us within 7 days with both order numbers and we'll refund the duplicate order.
Printing and using your files
Results vary between home printers, paper types and devices, so differences in colour or print quality aren't a fault in the file. Our Startup Guide explains the best print settings. The digital editions are designed for PDF annotation apps such as GoodNotes and Notability. If a file doesn't work as described in one of those apps, contact us and we'll help.
Part Two: Physical products
Every physical item is printed to order for you by our production partner, which is why it's made fresh rather than taken from a shelf. If something isn't right, here's what happens.
We currently deliver physical products to the UK and the United States only. The sections below apply to UK customers unless stated otherwise. If you're in the US, see Customers in the United States at the end of this part.
Returns and refunds (UK customers)
If you've bought one of our standard designs and want to return it for a refund, you can do this within 14 days of receiving it. Click the Returns tab on our website or visit our returns portal, and enter your order number to start your return. You'll pay for the return postage in the portal and receive a QR code, so there's nothing to print. Take the parcel and QR code to the drop-off point within 14 days of starting your return. If you can't use the portal, email hello@thegrowcademy.com with your order number and we'll help.
Please send items back unused and in their original condition. If an item comes back worn, washed or damaged, we may reduce your refund to reflect that.
Once we receive your return, or the carrier confirms it's on its way to us if that comes first, we'll refund the price you paid for the item and the original standard delivery charge within 14 days. If you paid extra for a faster delivery option, we'll refund the standard delivery cost only. The return postage you paid in the portal isn't refunded.
We don't offer exchanges. If you'd like a different size or colour, return your item for a refund and place a new order.
If your item is personalised
Items made to your own details, such as a name, a message or a photo you've uploaded, can't be returned simply because you've changed your mind, as they were made for you alone. Please check your spelling and details carefully before ordering. If a personalised item arrives faulty or doesn't match what you ordered, the next section still applies in full.
If your item arrives damaged, faulty or misprinted
We're sorry, and we'll put it right. Email hello@thegrowcademy.com with your order number and clear photos of the item and its packaging. It helps us greatly if you contact us as soon as possible, ideally within 14 days of delivery, so we can act quickly with our production partner. You can choose a free replacement or a full refund. In most cases you won't need to send the item back.
Colours can look slightly different on screen than in print. This isn't a fault unless there's a clear printing error.
If you receive the wrong item
Send us a photo and your order number and we'll send the correct item, or a full refund if you'd rather. There's no need to return the wrong item.
If your parcel doesn't arrive
If your order hasn't arrived within 7 days of the estimated delivery date, email us with your order number. You don't need to send photos or anything else. We'll check the tracking, and if your parcel has been lost we'll send a free replacement or give you a full refund, whichever you prefer.
If the tracking shows your parcel as delivered but you can't find it, please check with neighbours and any safe place first, then get in touch and we'll look into it with the carrier.
If your parcel can't be delivered
Parcels that can't be delivered aren't sent back to us, so we'll arrange a new one where needed.
• If the problem was on our side or the carrier's, we'll send a new one at no cost to you.
• If the address given at checkout was incorrect or incomplete, or the parcel wasn't collected from a post office or pickup point in time, we'll contact you to confirm the details and send a new one. A charge applies to cover resending.
• If you refused the parcel when it was delivered, we'll treat this as cancelling your order and refund you as described under Returns and refunds.
After 14 days (UK customers)
Once the 14-day change-of-mind window has passed, we can't accept returns for items that aren't faulty. Faulty items remain covered under your legal rights. If a fault appears later, contact us and we'll repair, replace or refund as the law provides.
Cancellation form (UK customers)
You can use this form to cancel your order, but you don't have to. You can also cancel through our returns portal, by email, or with any other clear statement that you want to cancel.
To: The Growcademy, hello@thegrowcademy.com
I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on:
Order number:
Name:
Address:
Signature (only if this form is sent on paper):
Date:
Customers in the United States
Change of mind. We don't offer returns, refunds or exchanges for change of mind on physical products delivered to the US. This includes ordering the wrong size or colour, so please check the size chart before you buy.
Damaged, faulty or misprinted items. Email hello@thegrowcademy.com with your order number and clear photos of the item and its packaging, ideally within 14 days of delivery. You can choose a free replacement or a full refund, and you won't need to send the item back.
Wrong item. Send us a photo and your order number and we'll send the correct item, or a full refund if you'd rather. There's no need to return the wrong item.
Parcel hasn't arrived. If your order hasn't arrived within 7 days of the estimated delivery date, email us with your order number. No photos are needed. If your parcel has been lost, we'll send a free replacement or give you a full refund. If the tracking shows it as delivered but you can't find it, check with neighbours and any safe place first, then get in touch.
Parcel can't be delivered. If the problem was on our side or the carrier's, we'll send a new one free. If the address was incorrect or incomplete, or the parcel wasn't collected in time, we'll resend it for a charge. Refused parcels aren't refunded, as we don't offer change-of-mind refunds in the US, but we can resend for the same charge.
How to get in touch
For any order, digital or physical, email hello@thegrowcademy.com with your order number and a short description of the problem. We aim to reply within 3 working days.
The Growcademy, United Kingdom