Refund policy

Ridgehart Refund, Returns and Digital Sales Policy

This Refund, Returns and Digital Sales Policy applies to purchases made throughĀ ridgehart.com, operated by Ridgehart.

By placing an order with Ridgehart, you agree to this policy. This policy does not affect your statutory rights.

1. Order Cancellations

Once an order is placed, we begin processing it as quickly as possible. Please contact us immediately if you wish to cancel an order.

We may not be able to cancel an order if it has already been processed, dispatched, manufactured, customised, digitally delivered, downloaded, accessed, or made available to you.

2. Physical Products

For eligible physical products purchased online, you may cancel your order within 14 days of receiving the item, provided the product is not excluded under this policy.

After notifying us of your cancellation, you must return the item within 14 days.

To be eligible for a return, the item must be:

  1. Unused
  2. In its original condition
  3. In its original packaging where possible
  4. Complete with all parts, accessories, inserts, certificates, tags, protective materials, and documentation
  5. Returned safely using suitable protective packaging

We reserve the right to reduce or refuse a refund where an item has been handled beyond what is reasonably necessary to inspect it, or where it is returned damaged, incomplete, altered, used, or not in resaleable condition.

3. Non Returnable Physical Products

The following physical products are not eligible for cancellation, return, or refund unless faulty, damaged, or not as described:

  1. Made to order products
  2. Customised products
  3. Personalised products
  4. Bespoke designs
  5. Special order items
  6. Products made to your specification
  7. Clearance or final sale items where clearly marked
  8. Items damaged through misuse, neglect, accidental damage, incorrect storage, or normal wear and tear

4. Digital Products

All digital products sold by Ridgehart are final sale and non refundable once purchased, downloaded, accessed, delivered, unlocked, emailed, streamed, or otherwise made available to you.

This includes, but is not limited to:

  1. Digital downloads
  2. Printable artwork
  3. Digital wall art
  4. Templates
  5. Design files
  6. PDF files
  7. Image files
  8. Digital guides
  9. Digital documents
  10. Any other intangible digital content sold by Ridgehart

By purchasing a digital product from Ridgehart, you expressly agree that:

  1. Ridgehart may supply the digital product immediately after purchase
  2. You acknowledge that once the digital product is supplied, downloaded, accessed, or made available, you lose your right to cancel
  3. You understand that digital products are not sold on a trial basis
  4. You accept that refunds will not be issued because you changed your mind, purchased the wrong item, no longer want the item, lack the required software, expected a different format, failed to read the product description, or experienced a device, printer, colour, display, or compatibility issue outside Ridgehartā€™s control

Nothing in this section excludes your statutory rights if digital content is faulty, not as described, or not fit for purpose.

5. Recommended Checkout Notice for Digital Products

Add this as a mandatory checkbox before payment for digital products:

I expressly consent to Ridgehart supplying my digital product immediately after purchase. I understand and agree that once the digital product is supplied, downloaded, accessed, emailed, unlocked, or otherwise made available to me, I lose my right to cancel and the purchase becomes final and non refundable, except where required by law.

6. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, incorrect, or not as described, please contact us as soon as possible.

You may be asked to provide:

  1. Your order number
  2. Photographs or video of the issue
  3. Photographs of the packaging
  4. A clear description of the problem
  5. Any other information reasonably needed to assess the issue

Please keep all packaging until the matter is resolved.

Where an item is confirmed to be faulty, damaged, incorrect, or not as described, we will offer a remedy in line with your statutory rights. This may include repair, replacement, refund, partial refund, or another suitable resolution depending on the circumstances.

7. Digital Product Issues

If you cannot access or download your digital product, please contact us and we will assist you.

A digital product will not be treated as faulty simply because:

  1. You no longer want it
  2. You purchased it by mistake
  3. You expected a physical product
  4. You do not have compatible software
  5. Your device cannot open the file
  6. Your printer settings affect the final print
  7. Colours appear differently on your screen or printed output
  8. You failed to read the product description before purchase

Where a genuine fault exists with the digital product itself, Ridgehart will first attempt to repair, replace, reissue, or provide access to the correct file. A refund will only be considered where required by law.

8. Return Shipping

Unless the item is faulty, damaged, incorrect, or not as described, you are responsible for return shipping costs.

For high value, fragile, or delicate items, we strongly recommend using a tracked and insured delivery service. Ridgehart is not responsible for returned items that are lost, delayed, damaged, or delivered without proof of receipt.

You remain responsible for the item until it is safely received by Ridgehart.

9. Refund Processing

Where a refund is approved, it will be issued to the original payment method where possible.

Refunds may exclude:

  1. Delivery charges, unless required by law
  2. Premium delivery upgrades
  3. Return shipping costs, unless the item is faulty, damaged, incorrect, or not as described
  4. Any reduction for damage, missing parts, use, or handling beyond what is reasonably necessary

Refund processing times may vary depending on your bank, card provider, or payment processor.

10. Refused Deliveries and Failed Delivery Attempts

If an order is refused, uncollected, or returned to Ridgehart because of an incorrect address, failed delivery attempt, customs issue, or customer refusal, we may deduct any delivery, return, handling, customs, or restocking costs from any refund due.

Digital products are not refundable because of failed email delivery where the product has been made available through your account, order confirmation, download link, or another delivery method.

11. Chargebacks and Payment Disputes

If you have an issue with your order, you should contact Ridgehart first so we can investigate and resolve the matter.

Where a chargeback or payment dispute is raised after a digital product has been supplied, downloaded, accessed, or made available, Ridgehart may provide evidence of purchase, delivery, access, download activity, account activity, communications, and acceptance of this policy to the payment provider.

Ridgehart reserves the right to suspend access to digital products, accounts, downloads, or services where payment is reversed, disputed, unpaid, or suspected to be fraudulent.

12. Abuse of Policy

Ridgehart reserves the right to refuse returns, refunds, replacements, discounts, account access, or future orders where we reasonably believe there has been fraud, abuse, repeated excessive returns, chargeback misuse, false claims, or breach of this policy.

13. How to Request a Return or Refund

To request support, please contact Ridgehart using the contact details on ridgehart.com.

Please include:

  1. Your full name
  2. Your order number
  3. The email address used to place the order
  4. A clear explanation of the issue
  5. Supporting photographs or evidence where relevant

Do not return any item without first contacting us. Unauthorised returns may be refused or delayed.

14. Statutory Rights

Nothing in this policy limits or excludes any rights you may have under applicable consumer law. Where any part of this policy conflicts with your mandatory statutory rights, your statutory rights will apply.