Refund Policy

Last Updated: May 1, 2024

1. Introduction

Thank you for shopping with TranquilFlare. We value your satisfaction and strive to provide high-quality products and services. This Refund Policy outlines our guidelines for returns, refunds, and exchanges to ensure a clear understanding of our policies.

By purchasing products or services from TranquilFlare, you agree to the terms outlined in this Refund Policy.

2. Eligibility for Refunds

We offer refunds under the following conditions:

2.1 Digital Products

For digital products such as e-books, online courses, and downloadable content:

  • You may request a refund within 14 days of purchase if you have not downloaded or accessed the digital content.
  • If you have accessed or downloaded the digital content, refunds are provided only if the content is demonstrably defective or significantly different from what was described.
  • Trial or sample content is provided for most digital products. We encourage you to review these samples before purchasing.

2.2 Physical Products

For physical products such as art prints, merchandise, and books:

  • You may return items within 30 days of receipt for a full refund if they are in their original condition, unused, and in original packaging.
  • Items damaged during shipping or with manufacturing defects are eligible for a refund or replacement.
  • Custom or personalized items are only eligible for refunds if they arrived damaged or with production defects.

2.3 Subscription Services

For subscription-based services:

  • Monthly subscriptions can be canceled at any time, but refunds are not provided for the current billing period.
  • Annual subscriptions may be eligible for a prorated refund if canceled within the first 30 days.
  • If a subscription service experiences extended downtime or significant service issues, we may offer partial refunds at our discretion.

2.4 Workshops and Events

For workshops, webinars, and in-person events:

  • Cancellations made more than 14 days before the event date are eligible for a full refund.
  • Cancellations made 7-14 days before the event date are eligible for a 50% refund.
  • Cancellations made less than 7 days before the event date are not eligible for a refund but may be transferred to another person or applied to a future event.
  • If we cancel or reschedule an event, you will be offered a full refund or the option to attend the rescheduled event.

3. Refund Process

To initiate a refund request, please follow these steps:

3.1 How to Request a Refund

  1. Contact our customer service team at [email protected] or call +44 0345 765 465.
  2. Provide your order number, purchase date, and specific reason for the refund request.
  3. For physical products, you will receive return instructions and may need to ship the item back to us.
  4. For digital products, please explain why the product did not meet your expectations or describe the defect in detail.

3.2 Return Shipping

For physical product returns:

  • Return shipping costs are the responsibility of the customer unless the item was received damaged or incorrect.
  • We recommend using a trackable shipping service to ensure your return can be monitored.
  • Please pack items securely to prevent damage during transit.
  • Include your order number and return reason with your shipment.

3.3 Processing Time

Once we receive your refund request or returned item:

  • Digital product refunds are typically processed within 3-5 business days.
  • Physical product refunds are processed within 5-10 business days after we receive the returned item.
  • Subscription cancellations and event refunds are typically processed within 5-7 business days.
  • After we process your refund, it may take an additional 5-10 business days for the funds to appear in your account, depending on your payment method and financial institution.

4. Refund Methods

Refunds will be issued using the same payment method used for the original purchase:

  • Credit/Debit Cards: Refunded to the original card used for purchase.
  • PayPal: Refunded to your PayPal account.
  • Bank Transfer: Refunded to the originating account.
  • Store Credit: In certain circumstances, we may offer store credit instead of a monetary refund.

Please note that we cannot issue refunds to a different payment method than what was used for the original purchase, except in extraordinary circumstances and at our discretion.

5. Non-Refundable Items and Exceptions

The following items and situations are generally not eligible for refunds:

  • Digital products that have been downloaded, accessed, or used, unless they are demonstrably defective.
  • Physical products that have been used, damaged, or altered after receipt.
  • Custom or personalized items, unless they arrived damaged or with production defects.
  • Sale or clearance items marked as "final sale."
  • Gift cards or promotional credits.
  • Shipping and handling fees, unless the return is due to our error.
  • Purchases made more than 30 days ago (for physical products) or 14 days ago (for digital products).

We reserve the right to deny refund requests that do not comply with this policy or appear fraudulent.

6. Exchanges

If you wish to exchange an item rather than request a refund:

  • Follow the same process as for returns, but specify that you want an exchange.
  • Indicate the specific item you would like to receive instead.
  • If the exchange item has a different price, we will either charge or refund the difference.
  • Exchanges are subject to product availability.

7. Cancellation of Services

For ongoing services such as memberships or subscriptions:

  • You may cancel your subscription at any time through your account settings or by contacting customer service.
  • Cancellations take effect at the end of the current billing period unless otherwise specified.
  • We do not provide refunds for partial subscription periods unless required by law or as specified in section 2.3 above.

8. Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us within 7 days of receipt with photos of the damage or a detailed description of the defect.
  • We will arrange for a replacement or refund at our discretion.
  • In some cases, we may request that you return the damaged item before providing a replacement or refund.

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review this policy periodically for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

10. Contact Us

If you have any questions about our Refund Policy, please contact us:

  • By email: [email protected]
  • By phone: +44 0345 765 465
  • By mail: 972 Thompson Squares, North Lucasmouth, SO16 9RJ

Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM GMT.