Refund policy
At Broccoli Mum, we strive to ensure customer satisfaction with our digital products.
This refund and returns policy outlines your rights as a buyer and the conditions under which refunds may be granted. Effective date: 20-11-2024
1. Digital Products
Our products are delivered in a digital format and are available for immediate download or access upon purchase. By completing your purchase, you agree to waive your statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, as the products are considered “digital content” provided with your consent to immediate access.
2. Refund Eligibility
Refunds for digital products will only be considered under the following circumstances:
- You purchased the product but did not receive access to it due to technical issues.
- There is a proven defect in the product that prevents its intended use.
- The product description on our website was misleading or inaccurate.
We reserve the right to request evidence (e.g., screenshots) to verify your claim before processing any refund.
3. Goodwill Refunds
At our discretion, we may offer goodwill refunds in exceptional circumstances that do not meet the criteria outlined in Section 2. These are not legally required and are offered purely as a gesture of customer care. Goodwill refunds are subject to the following:
- A maximum of one goodwill refund per customer per year.
- A clear explanation of why the refund is being requested.
- The refund will be processed only after a review of the request.
To request a goodwill refund, please contact us at customerservices@broccolimum.com
4. Conditions for Refund Requests
To request a refund, you must:
- Submit your request within 14 days of purchase.
- Provide proof of purchase (e.g., email receipt or transaction number).
- Clearly explain the issue that has prompted your refund request.
Refund requests can be made by contacting us at customerservices@broccolimum.com.
5. Non-Refundable Circumstances
Refunds will not be issued in the following situations:
- You change your mind after purchase.
- You failed to download the product before it expired (if applicable).
- You encounter compatibility issues due to failure to meet stated system requirements.
6. Technical Support
If you experience technical difficulties with accessing or using a product, we encourage you to contact us first. Our team will work to resolve the issue promptly. Email customerservices@broccolimum.com with any technical difficulty enquiries.
7. Refund Process
Once a refund is approved, it will be processed via the original payment method. Please allow between 5-10 business days for the funds to appear in your account, depending on your payment provider.
8. Physical Products (For Future Use)
In the future, we may offer physical products such as branded merchandise. These products will be fulfilled by a third-party distributor. When this occurs, the following refund and return conditions will apply:
- Refunds and returns for physical products will be subject to the distributor’s terms and conditions.
- Items must be returned unused, in their original packaging, and with proof of purchase.
- Return shipping costs will be the responsibility of the buyer, unless the product is defective or the return is due to an error on our part.
- Refunds will not be issued for personalized or perishable items, except in cases of defects or errors.
For physical product inquiries, please contact customerservices@broccolimum.com to discuss the distributor’s specific policies.
9. Contact Information
For refund inquiries, please contact:
Ami-James Deane, trading as Broccoli Mum
Email: ami@broccolimum.com
10. Updates to This Policy
We may update this policy periodically to reflect changes in our practices or legal obligations. The updated policy will be posted on our website with the revised effective date.