Refund policy

Last updated: 4 October 2026

What we sell

We sell digital products — guides and workbooks you download as PDF files. There is nothing to post. Once your payment goes through, you get a download link straight away, and a copy of that link by email.

Your right to cancel

By law, when you buy something online you normally have 14 days to change your mind and get your money back.

Digital downloads work differently, because you get the product immediately. When you buy, you agree to us giving you the file straight away, and you accept that this means you give up your 14-day right to cancel. You tick a box at checkout to confirm this before you pay.

If you would rather keep your 14-day cancellation right, don't tick the box — email us instead and we will hold your order until the 14 days have passed.

If something is wrong with what you bought

Giving up your cancellation right doesn't take away your other rights, and nothing on this page does either.

Under the Consumer Rights Act 2015, anything we sell you has to be of satisfactory quality, fit for the purpose we described, and as described on the page you bought it from.

If what you received doesn't meet that — the file is corrupted, pages are missing, it isn't what the listing said it was — tell us and we will put it right. We'll fix it and send you a working copy, and if we can't, we will refund you in full.

We will also refund you if:

• the download link never worked and we couldn't get a working file to you
• you were charged twice for the same thing
• you bought the same product twice by accident, and haven't downloaded the second copy

What we can't refund: a change of mind after you have downloaded the file. Once a PDF is on your computer we can't take it back, so if the product is as described and works properly, the sale stands. That isn't us being awkward — it's the trade-off for getting it instantly.

If you're not sure whether something is for you, email first and ask. We would much rather answer a question than take money off someone who didn't want the thing.

Trouble downloading

If the link doesn't work, or you've lost the email, send us your order number and we will send the file again. There's no time limit on this and no charge.

Check your spam folder first — download emails end up there more often than anywhere else.

How to reach us

Email hello@ecoandsnug.com and tell us what's happened. We'll reply within two working days and do our best to sort it. Eco Snug Empire Ltd, registered in England and Wales, company number 15652807. Registered office: Denstead Lane, Canterbury, CT4 7NL, United Kingdom.