Return policy

Understanding Our Return Policy

14-Day Money-Back Guarantee Policy

Effective Date: March 20, 2026

We want you to be completely satisfied with your purchase. If for any reason you are not 100% happy with your product/service, you may request a full refund within 14 calendar days from the date of purchase (or delivery, where applicable) according to the terms below.

1. Eligibility

To qualify for a refund under this policy, all of the following must be true:

  • The refund request is submitted within 14 calendar days of:
    • the purchase date (for digital products/services), or
    • the delivery date (for physical products)
  • The product/service is in original condition (where applicable)
  • You have not violated the terms of service, license agreement, or acceptable use policy
  • The request is made by the original purchaser using the same email/account used for the purchase

2. What is Covered by the 14-Day Money-Back Guarantee

  • Full refund of the purchase price (excluding shipping fees unless the product was defective/damaged on arrival)
  • Digital products (software, courses, templates, ebooks, memberships, etc.)
  • Physical products (subject to return in resalable condition)
  • Services that have not yet been substantially delivered/used

3. What is NOT Covered (Exclusions)

Refunds will not be issued in the following cases:

  • Requests made after 14 calendar days
  • Products/services clearly marked as “final sale”, “non-refundable” or “no refund” at time of purchase
  • Customized or personalized products
  • Digital downloads/codes/keys that have already been used/redeemed
  • Services where significant work has already been performed (consulting hours used, coaching sessions attended, custom development started, etc.)
  • Purchases made through third-party marketplaces/resellers (unless they offer their own refund policy)
  • Free/promo/trial products or products obtained with discount codes marked “no refund”
  • Cases of buyer’s remorse after substantial usage (e.g. >30–50% course completion, software heavily used, etc.)

4. How to Request a Refund

  1. Email us at sales@thecitystore.co.uk (or use the refund request form in your account dashboard if available)
  2. Include:
    • Order number / Transaction ID
    • Date of purchase
    • Email address used for purchase
    • Reason for refund request (optional but appreciated)
  3. We will respond within 2 business days to confirm eligibility
  4. If approved:
    • Digital purchases → refund processed within 3–7 business days
    • Physical products → you will receive return instructions (customer usually pays return shipping unless item is defective)

5. Refund Processing Time & Method

  • Refunds are issued to the original payment method used for the purchase
  • Processing time: 3–10 business days after approval (depending on your payment provider/bank)
  • We do not offer store credit or partial refunds under this policy unless explicitly agreed in writing

6. Contact Information

Questions about this policy? Email : sales@thecitystore.co.uk Support hours: Monday–Friday, 9:00 AM – 6:00 PM [Your Time Zone]

By making a purchase from us, you agree to the terms of this 14-Day Money-Back Guarantee Policy.

Thank you for choosing [Your Company Name] — we truly appreciate your business.

 

Overview of the Return Policy

 

 

Our Return Policy is designed to provide a transparent and straightforward process for customers who wish to return products. We understand that sometimes a purchase may not meet your expectations, which is why our policy covers eligibility, timeframes, and conditions for returns. By outlining clear steps, we ensure a smooth experience that protects both our customers and our service standards. Familiarizing yourself with this policy helps you make confident purchases knowing that returns are handled professionally and efficiently.

 

 

Return Eligibility and Conditions

 

 

To qualify for a return under our Return Policy, products must meet certain conditions. Items should be unused, in their original packaging, and accompanied by a valid receipt or order confirmation. Perishable goods, personalized items, and final sale products may be excluded. Understanding these conditions simplifies the return process and avoids unnecessary delays. Our aim is to balance customer satisfaction with product integrity to maintain high service quality for every transaction.

 

 

How to Initiate a Return

 

 

Initiating a return under our Return Policy is straightforward and user-friendly. Customers can start the process by contacting our support team through the provided channels or using our online return portal. Once approved, instructions for shipping and packaging will be provided. We recommend keeping proof of postage until the return is confirmed. Our dedicated team ensures prompt processing and communicates updates, making the return journey hassle-free and transparent from start to finish.