Refunds

Draft for review. This reflects how the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 treat instant digital downloads, but have it checked. It isn't legal advice.

The short version

If a sheet doesn't work, or isn't what the page described, tell us and we'll put it right or refund you. If you've downloaded it and simply changed your mind, we normally can't — because you agreed to immediate supply at checkout.

Why the 14-day right doesn't apply once you download

Online purchases usually carry a 14-day right to cancel. For digital content supplied immediately, that right is lost once supply begins, provided you expressly consented and acknowledged the loss. Our checkout asks you to do exactly that before taking payment, and records your answer against the order.

Until you download, the right still stands. If you've bought something and haven't downloaded anything, email us and we'll refund in full, no questions.

When we will refund you

• The file is corrupt, won't open, or the formulas are broken.
• The sheet doesn't do what the product page said it does.
• You bought the same sheet twice, or bought one that's already inside a bundle you own.
• You were charged but never received working download links.

These are your rights under the Consumer Rights Act 2015, which requires digital content to be of satisfactory quality, as described, and fit for purpose. Nothing on this page reduces them, and no term we could write would. We'll usually try to fix the problem first; if we can't, you get your money back.

When we usually won't

• You downloaded it and decided you didn't need it after all.
• You bought the wrong sheet and have already downloaded it — though tell us anyway, because we'd rather swap it than have you out of pocket.
• Your tax position turned out differently from what you expected. The sheets calculate; they don't advise. See the note on our terms page.

How to ask

Email within 30 days of buying, with the order reference from your receipt and a line on what went wrong. We reply within 2 working days. Approved refunds go back to the card you paid with, usually within 5–10 working days depending on your bank.

Please come to us before your card provider. A chargeback costs us considerably more than a refund does, takes weeks longer for you, and we'd almost certainly have just refunded you.