Refund policy
# Returns & Refunds Policy
Quils and Crossings ("we", "us", "our")
Last updated: 06.09.2026
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## 1. About this policy
This policy sets out your rights when you buy from us and how to request a refund. It sits alongside your legal rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Nothing here affects those rights.
We sell two types of product and the rules differ between them:
- **Digital products** — downloadable ebooks and guides (sections 3–5)
- **Physical products** — printed items and merchandise, made to order for us by a print partner (sections 6–9)
This policy applies to consumer purchases. If you are buying in the course of a business, please contact us before ordering.
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## 2. How to contact us
Email admin.quillsandcrossings@gmail.com with your order number and a brief description of the issue. We aim to respond within [2] working days.
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# DIGITAL PRODUCTS
## 3. Your right to cancel a download
You normally have 14 days to cancel an online purchase. For digital content downloaded immediately, that right is lost once the download begins — provided you have agreed to immediate access and acknowledged you are giving up the cancellation right.
At checkout you are asked to tick a box confirming both. By ticking it and completing your purchase you agree that your download is made available straight away, and that you cannot cancel for a refund once it has started.
If you complete a purchase and have not yet downloaded the file, you may cancel within 14 days for a full refund.
## 4. Refunds on digital products
Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose and as described. We will refund or replace where:
- the file is corrupted, incomplete, will not open, or is unreadable on a standard ebook reader
- the product is materially different from its description on our website
- your download link fails or expires before you have been able to use it (we will re-issue at no cost)
- you have accidentally bought the same volume twice, or bought a volume you already own within a bundle — contact us within 30 days
- you bought the wrong volume by mistake and contact us before downloading it
## 5. Digital products: what we cannot refund
Except where your legal rights apply:
- change of mind after a file has been downloaded
- the content not matching personal taste, where it was accurately described
- device or software incompatibility, where formats and requirements were stated on the product page
**Bundles** are refunded as a whole rather than volume by volume, unless a single volume is faulty. In that case we replace it, or refund its individual list price if we cannot supply a working copy.
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# PHYSICAL PRODUCTS
## 6. Your right to cancel
You have the right to cancel your order for any reason within **14 days of receiving it**. You do not need to give us a reason.
To cancel, email us at admin.quillsandcrossings@gmail.com within that period. You then have a further **14 days from telling us** to send the item back.
This right applies to all our printed items and merchandise. Although our products are printed to order, they are standard designs from our catalogue and are not made to your personal specification, so the cancellation right is not excluded.
**Exception:** if you order an item that we personalise to your instructions — for example one carrying a name, date or image that you supply — that item cannot be cancelled or returned unless it is faulty, because it cannot be resold. This will be made clear on the product page before you order.
## 7. You do not need to send the item back
Our items are printed individually to order, which means a returned item cannot be resold. Rather than ask you to pay for postage on something we cannot reuse, **we do not require returns.**
If you cancel within the period set out above, simply email us at [EMAIL] with your order number. You do not need to post anything back to us. You are welcome to keep the item, pass it on to someone who will use it, or donate it to a charity shop.
This applies equally if an item arrives faulty or damaged — please send us photographs rather than the item itself.
We reserve the right to ask for an item to be returned at our expense in exceptional cases, for example where we need to investigate a repeated fault with a particular product. We will arrange and pay for that ourselves, and we will never ask you to cover the cost.
## 8. Refunds on cancelled orders
We will refund you within **14 days** of the day you tell us you are cancelling. Refunds go to your original payment method.
We refund the price of the item plus the **standard delivery charge** you originally paid. If you chose an upgraded or express delivery option, we refund the standard rate only, not the difference.
## 9. Faulty, damaged or incorrect items
Our items are printed to order. Occasionally a print is misaligned, a colour is off, or an item is damaged in transit.
If your item arrives faulty, damaged or is not what you ordered, contact us within **30 days** of delivery with photographs of the item and the packaging. Under the Consumer Rights Act 2015 you are entitled to a full refund within those 30 days. After 30 days, we will offer a repair or replacement first, and a refund if that is not possible.
You will never be asked to pay postage on a fault that is ours, and in almost all cases you will not need to send the item back at all — see section 7.
**Sizing:** printed garments are made by our print partner and sizing can differ from high street sizing. Please check the size guide on each product page before ordering. A garment that does not fit is not a fault, but it can be returned under section 6.
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## 10. If you are not happy with our response
Please contact us first at admin.quillsandcrossings@gmail.com and give us the chance to put things right. If we cannot resolve it between us, you can get free advice from Citizens Advice or the Citizens Advice consumer helpline.
## 11. Our details
Quills and Crossings
Suite 53C
Unimix House
Abbey Road
London
NW10 7TR
United Kingdom
Email: admin.quillsandcrossings@gmail.com
## 12. Governing law
This policy and any dispute arising from it is governed by the laws of England and Wales, and proceedings may be brought in the courts of England and Wales. If you live in Scotland or Northern Ireland you may also bring proceedings in your local courts.