Overview
At AbillityU, we provide physical products, digital products, and professional services. Because these products and services differ, each has its own refund and returns policy outlined below.
We aim to be fair, transparent, and realistic in every situation. If you have any questions, please contact us before requesting a return.
Physical Products (Printify Items)
Most of our physical products are made to order and fulfilled by our trusted production partner, Printify.
Return Summary
You may return eligible physical products within 14 days of receiving your order. If your item is damaged, defective, faulty or incorrect, we will provide an appropriate remedy, such as a replacement or refund. If you change your mind, you may cancel eligible physical purchases within 14 days in accordance with UK consumer law. Returned items must be unused and customers are responsible for return postage unless the item is faulty or incorrect. Digital products are generally non-refundable once access has been provided. Professional services are assessed individually.
Returns for Faulty, Damaged or Incorrect Items
If your item arrives:
- Damaged
- Defective
- Misprinted
- Incorrect
- Faulty due to a manufacturing issue
you may be eligible for a replacement, refund, or reshipment.
For damaged, defective, misprinted, incorrect or faulty items, please contact us within 14 days of delivery.
How to Request a Return
- Email us at contact@abillityu.com within 14 days of receiving your order.
- Include your order number and a clear description of the issue.
- Where possible, include photographs showing the damage, defect, or incorrect item.
- We will review your request and provide further instructions.
Please do not return any item without contacting us first, as return instructions vary depending on the fulfilment supplier.
Return Conditions
Where a return is required, items should be returned in the condition they were received unless they arrived damaged or defective.
Return Shipping
If a return is required due to a damaged, defective, or incorrect item, we will provide instructions on how to proceed.
Where the issue is caused by a manufacturing defect or fulfilment error, you will not be responsible for return shipping costs where a return is required.
Refunds, Replacements & Reshipments
Once your request has been reviewed and approved, we may provide one of the following:
- A replacement item
- A refund to your original payment method
- A reshipment of the product
Approved refunds are normally processed within 5–10 business days, although your payment provider may take additional time to complete the transaction.
Returns for Change of Mind
Return Period: You have 14 days from the date you receive your physical item to notify us that you wish to cancel your purchase. Once you have notified us, you have a further 14 days to return the item.
If you purchase physical goods online, you have the right to cancel your order within 14 days of receiving your item in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
To exercise your right to cancel, please email us at contact@abillityu.com within 14 days of receiving your order, clearly stating that you wish to cancel your purchase.
Returned items must be unused, in their original condition and, where reasonably possible, in their original packaging.
Unless the item is faulty, damaged or incorrect, customers are responsible for the cost of returning the item.
Once we receive the returned item, or acceptable evidence that it has been returned, we will process your refund within 14 days using your original payment method.
Refunds will include the cost of the item and the standard delivery charge originally paid, where required by applicable UK consumer law.
Exchanges
We do not normally offer exchanges. If your item is damaged, defective or supplied incorrectly, we will provide a replacement, refund or other appropriate remedy.
Digital Products (Courses, Downloads & Resources)
Due to the nature of digital content, once access has been granted or a download has begun (and you have agreed to immediate access where required), your statutory right to cancel may no longer apply. As a result, refunds are generally not available for digital products.
Refunds are not available for:
- Online courses
- Digital downloads
- Templates
- Resource packs
- Memberships
- Other downloadable digital content
If you experience technical difficulties accessing your purchase, please contact us and we will work with you to resolve the issue as quickly as possible.
Professional Services (Training, Workshops & Accessibility Reviews)
We provide professional services including:
- Disability inclusion training
- Workshops
- Accessibility reviews
- Consultancy services
All services are delivered according to the agreed scope discussed before work begins.
Because services are tailored to individual clients, refunds are assessed on a case-by-case basis, taking into account the stage of delivery and the work already completed.
While we are committed to delivering high-quality services, we cannot guarantee specific outcomes, as results depend on implementation, organisational context, and other external factors.
If you have any concerns regarding a service, please contact us so we can work towards a fair resolution.
General Information
- Delivery times may vary depending on the product or service purchased.
- We are not responsible for delays caused by third-party delivery companies or circumstances outside our control.
- Every refund or return request is reviewed individually to ensure a fair outcome.
- This policy does not affect your statutory consumer rights under applicable UK consumer protection laws.
Need Help?
If you have any questions about your order, refunds, returns, or exchanges, please contact us:
Email: contact@abillityu.com
We aim to respond to all enquiries as quickly as possible and will always do our best to resolve any issues fairly.