REFUND POLICY

Last updated: May 2025

This policy applies to all purchases made through whoamicoach.com and the Who Am I Coach Merch & More store. It sets out your rights under UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

We offer two types of products: digital downloads and print-on-demand physical merchandise. Different terms apply to each, as explained below.

A. Digital Products

Our digital products include journals, planners, workbooks, worksheets, and templates delivered electronically as downloadable files.

Under UK law you have a 14-day right to cancel a digital purchase — unless you have consented to immediate download and acknowledged that your right to cancel is lost once the download begins.

By completing your purchase and downloading a digital product, you confirm both of the above. As such:

• Refunds are not available once a digital product has been downloaded or accessed.

• If you have purchased but not yet downloaded, you may request a cancellation within 14 days by emailing billing@whoamicoach.com.

• If a file is faulty, corrupted, or significantly different from its description, you are entitled to a replacement or full refund regardless of download status.

B. Print-on-Demand Physical Products (Merch & More Store)

All physical merchandise in the Who Am I Merch & More store — including apparel, accessories, and printed goods — is produced and fulfilled on demand by our third-party supplier, Printful. Every item is made specifically for you when you place your order.

B1. Faulty, Damaged, Misprinted, or Incorrect Items

If your item arrives damaged, misprinted, defective, or is not what you ordered, you are entitled to a remedy under the Consumer Rights Act 2015.

• Contact us within 30 days of receiving your order at support@whoamicoach.com.

• Please include your order number, a clear description of the issue, and photos of the item and packaging.

• We will arrange a free replacement or a full refund. You do not need to return the faulty item.

• Our supplier Printful takes responsibility for manufacturing errors and covers the cost of reprints or refunds in these cases.

B2. Lost or Undelivered Packages

If your order has not arrived by the estimated delivery date:

• Check the tracking information provided in your despatch confirmation email.

• If the package still has not arrived, contact us within 30 days of the estimated delivery date.

• We will investigate with Printful and arrange a replacement or refund where appropriate.

B3. Wrong Size, Colour, or Change of Mind

Because every item is custom-made to order, we are unable to offer returns or exchanges for change of mind, wrong size selection, or colour preference. Please check sizing guides carefully before you order.

This does not affect your statutory rights. If an item is faulty or misdescribed, the terms in B1 above apply regardless.

B4. Returned or Undeliverable Packages

If a package is returned to Printful due to an incorrect address or failed delivery:

• You will be notified by email.

• You can choose to have the item reshipped (reshipping costs may apply) or receive a refund, minus original shipping costs.

• Unclaimed returned items are held for 30 days before being donated to charity.

B5. Items Exempt from Returns

For health and safety reasons, certain sealed products such as face coverings or items of underwear cannot be returned once the seal is broken. This does not affect your right to a remedy if the item is faulty or misdescribed.

B6. Your Statutory Rights

Nothing in this policy affects your statutory rights under UK law. Under the Consumer Rights Act 2015, you are always entitled to a repair, replacement, or refund if goods are faulty, not fit for purpose, or not as described.

C. Coaching Services & Programmes

If you purchase a coaching programme, session package, or subscription service:

• You have the right to cancel within 14 days of purchase under the Consumer Contracts Regulations 2013.

• If a session has already started within that 14-day period with your agreement, a pro-rata deduction may apply for the portion already delivered.

• After the 14-day cooling-off period, cancellations are subject to the terms agreed at the point of purchase.

D. How to Request a Refund

For all refund requests, contact us at:

• Email: billing@whoamicoach.com

• Website: www.whoamicoach.com

Please include your order reference, product name, and the reason for your request. We aim to respond within 5 working days.

E. Refund Processing

Approved refunds will be returned to your original payment method within 14 days of our confirmation. You will not be charged any fee for the refund.

Contact Us

For any refund queries, you can reach us at:

• Email: support@whoamicoach.com

• Website: www.whoamicoach.com

Who Am I | www.whoamicoach.com | Registered in England & Wales

This policies is governed by the laws of England and Wales.