Return Policy

Overview

Our returns framework ensures a clear, predictable customer experience while maintaining compliance with UK consumer regulations. This policy outlines eligibility, timelines, and operational processes for all returns.

Eligibility

Digital Products (e-books, PDFs, planners, templates)
• Due to the immediate nature of digital delivery, all digital product sales are final.
• Digital items cannot be returned, refunded, or exchanged.

Physical Products
• Returns are accepted for defective and non-defective physical items, subject to conditions below.

Return Window

• Customers may request a return for eligible physical items within 30 days of receiving the order.
• Items must be unused, in original packaging, and in resale-ready condition unless defective.

Faulty or Damaged Items

If an item is defective, damaged on arrival, or materially inconsistent with its description:
• We will provide a replacement or issue a full refund.
• Evidence may be required (e.g., product photos) to support quality assurance checks.

Non-Returnable Items

• Digital downloads
• Personalised or custom-made products
• Downloaded content
• Gift cards

How to Request a Return

Please email info@focusgently.co.uk with the following:
• Order number
• Item(s) you wish to return
• Reason for return
• Supporting images (if relevant)

Once validated, we will issue return instructions and authorisation.

Refunds

• Refunds are issued to the original payment method.
• Processing typically takes 5–10 business days from the date the returned item is received.
• Bank processing times may vary.

Return Shipping

• For defective or incorrect items, Focus Gently covers all return shipping costs.
• For discretionary returns (non-defective items), the customer is responsible for postage.

Exchanges

• Exchanges can be processed for the same product type, subject to availability.
• If the item is out of stock, a refund will be provided instead.

Regulatory Compliance

This policy is aligned with the UK Consumer Contracts Regulations and will be periodically reviewed to maintain compliance and service quality.