Policies
Refund policy
Digital purchases are harder to return than physical ones, so we give a clear window and a simple process rather than a maze of conditions.
Last updated 15 October 2026
The 14-day window
Tell us within 14 days of purchase and we will refund any title in full, for any reason or none. You do not need to justify the request.
After 14 days, a refund is still possible where the title is faulty, materially different from its description, or inaccessible for a technical fault we have not fixed within seven days of you reporting it.
How to ask
Email support@distinctlearnersseries.com from the address on the order, quoting the order reference from your library. That reference is the only thing we need — you do not have to explain what happened.
- We acknowledge every refund request within two working days.
- We aim to resolve within seven working days of receiving the request.
- You do not need to have read the book, or started it.
What happens to your library
When a refund is issued, that title is removed from your library and its reading progress is deleted. You can buy it again later and start fresh.
Other titles in your library are untouched. A refund never affects your access to anything else.
When the money comes back
Refunds are returned to the original payment method. Card refunds typically appear within 5–10 working days; bank transfers usually take 1–3 working days.
We cannot refund a payment that our payment provider has already returned to us as a chargeback — but we will always tell you that clearly rather than leaving the request open.
Chargebacks
A chargeback is a dispute raised directly with your bank, and it moves money back without going through us. We treat it as a refund plus an account flag, because a chargeback on a legitimate purchase is almost always a sign that something went wrong on our side — a title that would not open, a charge you do not recognise.
If that is what happened, tell us and we will help you resolve it with your bank, usually faster than the dispute would run on its own.
Repeated chargebacks, or chargebacks used to obtain a title and then demand a refund, will affect your ability to purchase.
What we cannot refund
- Third-party fees charged by your bank or card provider.
- Purchases made more than 14 days ago where the title is working as described.
- Any part of a bundle where the bundle itself is not at fault.