Refund Policy

We want you to be completely satisfied with your Estuary purchase. If you are not happy with a physical product, please contact us within 14 days of receiving your order at hello@estuary.academy. Conditions for return: • The item must be unused and in its original condition and packaging • Proof of purchase is required • Return shipping costs are the responsibility of the buyer unless the item is faulty or incorrectly sent Once we receive and inspect the returned item, we will notify you of the outcome within 5 working days. Approved refunds will be processed to your original payment method within 10 working days.

Due to the nature of digital products, we are unable to offer refunds on digital downloads once they have been accessed or downloaded. If you experience a technical issue preventing access to a digital product, please contact us at hello@estuary.academy and we will do our best to resolve the issue promptly.

We understand that plans change. Our cancellation policy for workshop bookings is as follows: • More than 28 days before the workshop: full refund or credit note • 14–28 days before the workshop: 50% refund or full credit note • Less than 14 days before the workshop: no refund, but a credit note may be issued at our discretion • Cancellation by Estuary: full refund issued within 10 working days To cancel or reschedule a workshop booking, please email hello@estuary.academy as soon as possible.

For our facilitator training programmes: • Cancellation more than 21 days before the training date: full refund minus a £50 administration fee • Cancellation 7–21 days before: 50% refund • Cancellation less than 7 days before: no refund • Transfers to a future training cohort are available with more than 7 days' notice (subject to availability) If Estuary cancels or significantly changes a training programme, you will receive a full refund or the option to transfer to an alternative date.

For product rentals (e.g. Career Boardgame hire): • Cancellation more than 7 days before the rental date: full refund • Cancellation less than 7 days before: no refund Products must be returned in the same condition as received. Damage to rented items may result in a charge to cover repair or replacement costs.

If your product arrives damaged or faulty, please contact us within 48 hours of receipt at hello@estuary.academy with your order details and photographs of the damage. We will arrange a replacement or full refund at no additional cost to you, including return postage where applicable.

To request a refund or discuss a return, please contact us at: hello@estuary.academy Please include your name, order reference (if applicable), the reason for your request, and any supporting photographs where relevant. We aim to respond to all refund requests within 2 working days.

Nothing in this policy affects your statutory rights as a consumer under UK law, including rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. If you are purchasing from Hong Kong, local consumer protection laws may also apply.