Getting your money back

When you get a refund

Ask, and it is refunded, in any of these cases:

• The download never arrived, or the link did not work.
• The file will not open, or pages are missing or corrupted.
• You were sent the wrong title.
• You were charged twice for the same book.
• The book is not what its own page described — if the site said it covered something and it does not, that is my mistake, not your risk.

In the first three cases I would rather fix it than refund it, so say which happened and the file usually arrives working within the day. If you would still rather have the money, say so and you get it.

When you do not

Once a PDF has been downloaded it cannot be returned — you still have it. So a change of mind after downloading is not refunded. This is why every paid title has its opening pages readable in full, free, before you buy: so the decision is made with the book in front of you rather than on the strength of a description.

The same applies to buying a title you already owned, or buying the wrong board when the board is named on the cover, the page and the price. Ask anyway — if it was genuinely ambiguous I would rather sort it than argue.

Your legal right to cancel

Consumers ordinarily have fourteen days to cancel an online purchase. For digital content that right ends once the download begins, provided you were told so beforehand and agreed to it. You are told here, on the book's own page, and at the checkout — so by downloading, that cancellation right is given up.

If you have paid but not downloaded, the right still stands: ask within fourteen days and you are refunded in full, no questions.

This does not affect your rights if the goods are faulty or not as described. Those rights cannot be signed away and nothing on this page tries to.

Schools buying on invoice

If your school paid on an invoice rather than a card, the same positions apply. Say so in your message and the credit is issued against the invoice rather than to a card.

How to ask

Email info@empowereducators.co.uk with the title and roughly when you bought it. There is no form and no ticket number — it is one person reading his own email, and you will get a reply from a real address.

Refunds go back to the card you paid with, and take a few working days to appear depending on your bank.