Refund Policy

Our policy on digital products

All products sold by Visual Life Collective Limited are digital downloads. Due to the instant-access nature of digital content, we are generally unable to offer refunds once a product has been downloaded or accessed.

By completing your purchase, you confirm that you consent to the immediate delivery of the digital content and acknowledge that your 14-day right of cancellation under the Consumer Contracts Regulations 2013 is waived upon download.

When we will issue a refund

We will offer a full refund in the following circumstances:

• The product file is corrupted, incomplete, or cannot be opened after download
• The product delivered is materially different from what was described on the sales page
• You were charged more than once for the same order due to a technical error
• You did not receive your download link after purchase and we are unable to resolve this

We assess refund requests on a case-by-case basis and reserve the right to apply our discretion where genuine technical issues or exceptional circumstances exist.

When we will not issue a refund

• You have downloaded or accessed the product and changed your mind
• You feel the product did not meet your personal expectations (subjective dissatisfaction)
• You purchased the product by mistake — please contact us before downloading and we will do our best to help
• The refund request is made more than 14 days after purchase without a valid technical reason

How to request a refund

To request a refund, email us at hello@thevisuallife.co.uk with:

• Your order confirmation number
• The email address used at checkout
• A brief description of the issue

We aim to respond to all refund requests within 2 business days. Approved refunds are processed via the original payment method (Stripe) and may take 5–10 business days to appear, depending on your bank.

Your statutory rights

Nothing in this policy affects your statutory rights under UK consumer law. If you believe you are entitled to a remedy under the Consumer Rights Act 2015 or other applicable legislation, you may raise a complaint with us directly or contact the Citizens Advice Bureau or Trading Standards for guidance.

Contact

Visual Life Collective Limited
3 Totman Crescent, Rayleigh, Essex, England, SS6 7UY
Company number: 14393230
Email: hello@thevisuallife.co.uk