Refund policy

Everything we sell at The Legacy Library is a digital download — guides, templates and planners delivered as PDF files. There's nothing to post back, so this policy works a little differently from a normal returns policy. Here's how it works, in plain English.

The short version

  • Once you've started downloading a product, the legal 14-day cooling-off period no longer applies — you agree to this at checkout.
  • If a file is faulty, corrupted or not as described, we'll replace it or refund you in full. No quibbles.
  • If you bought something by mistake and haven't downloaded it, email us within 14 days and we'll refund you.
  • Nothing here takes away your legal rights.

Your cooling-off right — and when it ends

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you'd normally have 14 days to change your mind about an online purchase.

For instant digital downloads, the law works like this: by completing your purchase, you expressly request that we deliver the product to you immediately, and you acknowledge that you lose your 14-day right to cancel once the download or delivery begins. That's why we can send your files straight away rather than making you wait two weeks.

If you'd rather keep your full cooling-off right, don't start the download — just email us within 14 days of purchase and we'll cancel the order and refund you.

Faulty, corrupted or not as described

Under the Consumer Rights Act 2015, our digital products must be of satisfactory quality, fit for purpose and as described. If something we've sold you doesn't meet that standard — the file won't open, it's corrupted, pages are missing, or it isn't what we said it was — you're entitled to:

  1. A repair or replacement — usually a fresh, working copy of the file, sent promptly; or
  2. A full or partial refund — if we can't fix the problem within a reasonable time and without significant inconvenience to you.

Just email us and we'll sort it out.

Bought the wrong thing? Our goodwill promise

We know mistakes happen — wrong product, duplicate order, or it just wasn't what you expected. So on top of your legal rights:

  • If you haven't downloaded the file, email us within 14 days of purchase and we'll refund you in full.
  • If you have downloaded it but something's gone wrong with your order (for example, you bought the same product twice), get in touch anyway. We're reasonable people and we'll do our best to put it right.

How to ask for a refund

Email kieran.osborne@squiggleconsult.co.uk with:

  • Your order number
  • The name of the product
  • A short note about what's gone wrong

We'll reply quickly — usually within 1–2 working days.

When you'll get your money

Once we've agreed you're due a refund, we'll pay it without undue delay and in any event within 14 days. Refunds go back to the original payment method you used at checkout.

Your statutory rights

Nothing in this policy affects your statutory rights as a consumer under UK law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.