Refund policy

Returns & Refunds Policy

We want you to feel confident in your purchase. As a UK-based digital retailer, we comply with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. This policy explains when you may be eligible for a refund or remedy.

Digital Products (Ebooks, Audiobooks, Digital Events)

All our products are digital and delivered electronically. Under UK law:

  • You do not have an automatic right to cancel or request a refund once digital content has been downloaded or accessed, provided you gave your consent to begin the download immediately and acknowledged that this would waive your 14-day cancellation right.
  • At checkout, you will be asked to confirm this consent before completing your purchase.

However, you may be entitled to a refund or replacement if:

  • The digital product is faulty, not as described, or does not work as intended.
  • You contact us within 30 days of purchase to report the issue.
  • We are unable to resolve the issue or provide a suitable replacement.

To request a refund or report a problem, please contact us at [insert contact email] with your order number and a description of the issue.

Pre-orders

You may cancel a pre-order at any time before the digital content is delivered and receive a full refund.

Once the content has been delivered or accessed, your cancellation rights may no longer apply unless the product is faulty or not as described.

Subscriptions

If you cancel a subscription:

  • You will continue to have access to any digital content already delivered during your subscription period.
  • Future payments will be stopped, and no further content will be delivered after the current billing cycle ends.
  • We do not offer refunds for partially used subscription periods unless the content is faulty or not as described.

Digital Events

Tickets to digital events are non-refundable once the event has started or the content has been accessed.

You may request a refund if:

  • The event is cancelled or rescheduled, and you are unable to attend the new date.
  • You experience technical issues that prevent access, and we are unable to resolve them.

How to Request a Refund

To request a refund or report a problem:

  1. Email us at info@thegreyhill.com with:

    • Your order number
    • The product or event in question
    • A description of the issue

  2. We aim to respond within 3 working days.

  3. If your request is approved, refunds will be processed to your original payment method within 5–10 business days.

Need Help?

We’re here to help. If you have any questions about your purchase, please contact us at info@thegreyhill.com.