Refund policy

This Returns and Refunds Policy applies to all purchases made from the ISEP Shop. By placing an order, you agree to the terms set out below. These terms are provided in accordance with your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, and other applicable legislation in the United Kingdom.

 

1. Eligibility for Returns

Except for in the circumstances outlined at paragraph 3 below, if you change your mind about a product, you must let us know no later than 14 days after:

  • the day we, or our third party delivery partners, deliver your product, if it is goods, for example ISEP merchandise. If the goods are for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.
  • the day we confirm we have accepted your order, if it is for digital content for download or streaming (for example, ISEP best practice guides available for digital download), although you can't change your mind about digital content once we have started providing it.

2. How to Cancel Your Order

If you want to cancel your order, you must let us know. You can do this by:

Please check the details of your purchase carefully before completing your order.

3. Non-Returnable and Non-Refundable Items

Unless they are faulty (see paragraph 6 below), the following items are non-returnable and non-refundable:

  • digital products, after you have started to download or stream these;

  • sealed audio or sealed video recordings or sealed computer software, once these products are unsealed after you receive them;

  • goods that are made to your specifications or are clearly personalised; and

  • goods which become mixed inseparably with other items after their delivery

See our Terms and Conditions here for further information.

4. You Have to Return the Product at Your Own Cost

If your product is goods, for example, ISEP merchandise, you have to return it (and any free gifts which may have been provided with it) to us within 14 days of you telling us you have changed your mind. Returns are at your own cost, unless the goods are faulty or we offered free returns when you bought the goods.

To return goods, please send the product back to us, using an established delivery service. If you do this, you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price.

We only refund standard delivery costs. For example, we don't refund any extra you have paid for express delivery or delivery at a particular time.

 

5. We Reduce Your Refund if You have Used or Damaged a Product.

If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the product-branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team can advise you on whether we're likely to reduce your refund.

 

6. Damaged or Defective Goods or Digital Content

The goods or digital content that we supply to you must be as described, fit for purpose and of satisfactory quality.

In the event that your order arrives damaged, defective, or incorrect, you are entitled to a repair, replacement or refund, in accordance with your rights under the Consumer Rights Act 2015, as follows:

Goods

During the expected lifespan of your product your legal rights entitle you to the following:

  • Up to 30 days: if your goods are faulty, then you can get a refund.
  • Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
  •  Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

Digital Content

  • If your digital content is faulty, you are entitled to a repair or 
  • If the fault cannot be fixed, or if it has not been fixed within a reasonable time and without significant inconvenience, you can get some or all of your money back.
  • If you can show the fault has damaged your device and we have not used reasonable care and skill, you may be entitled to a repair or compensation.

Please inspect your item(s) upon delivery. If your order arrives damaged, defective, or incorrect, please fill in our returns form here: 

Alternatively, you can contact us at [email protected] with the following information:

  • Your order number
  • A clear description of the issue
  • Photographs showing the damage or defect

We will investigate and advise you on the appropriate next steps.

 

7. When and How You Will Receive a Refund

If your product is digital content or goods that haven't been delivered, we refund you as soon as possible and within 14 days of you telling us you've changed your mind. If your product is goods that you're sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you've sent them to us).

If you are entitled to a refund because the goods or digital content are damaged, defective or incorrect, your refund will be processed within 14 days of us receiving the returned item(s).

We will issue the refund using the same payment method you used when you placed your order, unless you have expressly agreed otherwise.

In any case, you won’t incur any fees as a result of the refund.

Please note that your bank or card provider may take additional time to process the refund.

If you have not received your refund within 14 days of us receiving the goods or digital content back or you telling us you have changed your mind, please contact us at [email protected].

8. Exchanges

ISEP does not offer direct exchanges. However, if your item is faulty and a replacement is available, it may be issued at our discretion.

 

Contact Us

If you have any questions about this policy or need to raise a return request, please contact us by:

Post: Fenland House, 15b Hostmoor Avenue, March, Cambridgeshire, PE15 0AX.

Email: [email protected]

Telephone: +44 (0)1522 540069