Refund policy

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  or
    • the delivery date 
  • 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 account or receipt  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
  • Customised or personalised 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 [support@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: [support@thecitystore.co.uk] Support hours: Monday–Friday, 9:00 AM – 6:00 PM 

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

Thank you for choosing The City Store. We truly appreciate your business.