Refund policy

Our Refund & Returns Policy

At Lighter Mind, we want you to be completely satisfied with your purchase. This policy outlines your legal rights and our procedures for returns and refunds. 

Digital Delivered Sales

The majority of our products are delivered digitally and as such, all sales are final and non-refundable. Once digital content has been accessed, streamed or downloaded, we cannot offer a refund under any circumstances.

That said, your experience matters to us. If you encounter any technical issues, problems accessing your sessions or duplicate payments, please contact us within 7 days of purchase. We will review your case and help resolve any issues as quickly as possible. Please email contact@lighter-mind.com

Refunds may only be considered where the purchase was made in error, has not been accessed or downloaded and where we are contacted promptly.

Unauthorised use, accidental purchases, or change of mind are not eligible for refund.

Exceptions

The Hypnotherapy Planner 

The physical printed copy of the planner is subject to the following statutory rights and refundable costs will be limited to the production costs of the planner only and not associated products which are digitally delivered.

Your Legal Right to Cancel (Cooling-Off Period) - Consumer Contracts Regulations 2013 

When you buy books online, you have a legal right to cancel your order if you change your mind, for any reason, within a specific timeframe: 

  • Cancellation Period: You can cancel your order from the moment you place it until 14 days from the day you receive all the books in your order.
  • Notification: You must inform us of your decision to cancel your order within this 14-day period. You can do this by email to contact@lighter-mind.com.
  • Returning the Goods: Once you have notified us of your cancellation, you have a further 14 days to send the items back to us.
  • Condition of Returns: Items should be returned in the same condition as received. You have a right to handle the goods to establish their nature, characteristics, and functioning, but we may make a deduction from the refund if the value of the goods is diminished by excessive handling.
  • Refunds: We will refund the full cost of the goods, including the standard delivery cost you paid to receive them initially. We must process the refund within 14 days of receiving the returned items or receiving proof that you have sent them back, whichever is earliest. The refund will be issued using the same payment method you used for the original transaction.
  • Return Shipping Costs (Change of Mind): If you are returning an item because you have changed your mind, you are responsible for the cost of return postage.

Faulty or Not as Described Items - Consumer Rights Act 2015 

If the books you receive are faulty, damaged, or not as described, you have additional rights under the Consumer Rights Act 2015, which are separate from the cooling-off period rights. 

  • Right to Reject (within 30 days): You are entitled to a full refund if you return the faulty item within 30 days of receiving it.
  • After 30 days: If a fault develops after 30 days but within six months of delivery, we will typically offer a replacement. If this is unsuccessful, you can then claim a full or partial refund.
  • Return Shipping Costs (Faulty Items): If an item is faulty or incorrect, we will cover the cost of return shipping. 

Exceptions

The right to cancel and return for a change of mind does not apply to:

  • Digital content (e.g., hypnotherapy audios) once the download or streaming has begun with your consent and acknowledgement that you waive your cancellation rights.
  • Personalised or custom-made items.
  • Newspapers, magazines, or periodicals. 

How to Initiate a Return

To start a return, please follow these steps:

  1. Contact Us: Email us at [your email address] with your order number and details of the item(s) you wish to return, and the reason (change of mind or faulty item).
  2. Packaging: Please ensure the book(s) are packaged securely to avoid damage during transit. It's a good idea to use the original packaging where possible.
  3. Proof of Postage: We recommend obtaining proof of postage when you send items back, in case they are lost in transit. 

If you have any questions, please contact our customer service team at contact@lighter-mind.com