Returns and refunds

We want you to be happy with your purchase but if a product is not what you expected or is faulty, you can return it to us free of charge within 30 days of receiving new products, or within 7 days of receiving clearance products and we will process a refund in line with our Refund Policy. You can return your item(s) free of charge within the UK, just refer to the instructions below or contact us  and we will talk you through the process. 

If returning from outside of the UK please contact us  as different documentation may be required. 

1. Please indicate the item(s) you are returning and the reason code (listed below) for your return on the picklist you received with your parcel. 

Reason codes: 
1 = Wrong item 
2 = Wrong size 
3 = Poor quality 
4 = Damaged/faulty 
5 = Other (Please specify below) 

2. Go to www.royalmail.com/track-my-return/create/1058  to get your returns label. 

3. Place the picklist inside the parcel and attach the returns label to your package. 

4. Select your preferred method of return free of charge. Please obtain proof of postage. 

5. Items must be returned within 30 days of receipt, in their original packaging and unused, unless they are faulty or we have agreed otherwise. 

*If you believe your parcel to be greater than 20kg in weight or larger than 61cm (L) x 46cm (W) x 46cm (D) please contact us  to discuss alternative return options. 

It's important that any unwanted item(s), unless faulty, is returned in a re-saleable condition. This means that you've kept all original packaging and labels, and that the unwanted item(s) is undamaged and unused. 

• For a full refund, all bundle components must be returned and any associated training courses cancelled 
• For a full refund, you must also return any free or promotional items included with the original purchase. 

Products that can't be returned or exchanged 

We are unable to offer refunds or exchanges, unless faulty or not as described, on products that have been personalised for you, such as stationery and ID cards, or products which have been used or damaged after delivery. 

This does not affect your statutory rights. 

Exchanging items 

Simply return the unwanted item following our returns procedure and place a new order online for the product you'd like. 

Missing, incomplete or damaged orders 

If, when you receive your order, an item listed on the picklist is missing or damaged, please contact us within 5 working days. Failure to notify us within this time frame may result in us being unable to compensate you. 

Faulty goods 

If you purchased an item within the last 30 days and it has developed a fault you can return free of charge under our 30-day refund policy. Please make sure that you return all component parts and any promotional items received. 

If you purchased the item more than 30 days ago, our aim is to resolve the issue as quickly as possible.  In order to assist in getting the fault rectified we recommend you first check if the manufacturer offers a helpline, repair or warranty service.  Using this service may be the fastest way to get the problem put right. 

If there is no warranty or repair service offered by the manufacturer, or if the item has already been installed, please contact us. 

Refund policy 

You have 30 days from receipt of your goods to return any unwanted product(s), 7 days for any clearance product(s). Once we have received the returned goods and verified they are in the appropriate condition, we'll refund the person who originally placed and paid for the order. The way you originally paid for the purchase will determine how you are refunded. Please note that is may take up to 14 days from the date you return the item(s) for your refund to be processed. 

We are unable to provide a refund in the following circumstances: 

Certification software has been opened or activated. 
Electronic certificates have been downloaded. 
An online training course has been allocated and started. 
A digital publication token has been claimed or activated.