Refunds & Cancellations

The short version

If we got it wrong, we fix it or refund it. If it never arrived, tell us and we will reissue it at once.

The detail

Each certificate is personalised and produced on ordering, so the standard 14-day distance-selling cancellation right does not apply once production has begun — this is the personalised-goods exception in the Consumer Contracts Regulations 2013, and you acknowledge immediate supply of the digital certificate at checkout.

• Our error (a typo we introduced, a wrong package, a certificate that never arrived): reissue or full refund, your choice.
• Your error (a name typed wrongly): we will reissue the emailed certificate free of charge within 14 days of delivery. Reprinting a posted pack incurs the printed-pack price again.
• Change of mind before production: if you contact us before the certificate has been produced, we will cancel and refund in full.

Nothing on this page affects your statutory rights. To start any of the above, use the contact page with your order number.