Refund policy

please write me a returns and refunds policy from this


Returns and Refunds Policy
Last updated: 2 September 2026

Everything we sell is a digital download, so nothing needs to be posted back to us. This policy explains when you can get a refund, when you can't, and how to ask for one.

1. Before you buy

Our products are digital files delivered by email and through your AceUpStudy account. Please check the product page carefully — the exam board, level and subject are stated on every listing — as these determine whether the resource is right for you.

2. Your 14-day cancellation right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you normally have 14 days to cancel a purchase of digital content.

This right is lost once download or access begins, where you have agreed to that in advance. At checkout you expressly consent to immediate access to your digital content and acknowledge that you thereby lose your 14-day right to cancel.

In practice:

  • If you have not downloaded or accessed the file, you may cancel within 14 days of purchase for a full refund. Email us and we will check the download record and process it.
  • If you have downloaded or accessed the file, there is no automatic right to cancel. You may still be entitled to a refund if something is wrong with the product — see section 3.

3. If something is wrong with your product

Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose, and as described. If it isn't, you are entitled to a repair or replacement, and to a price reduction or refund where a repair or replacement isn't possible or isn't provided within a reasonable time.

Significant problems — contact us straight away

  • A file that is corrupted, will not open, or is otherwise unusable
  • Receiving a different product from the one you ordered
  • Content that does not match its description on the product page
  • Being charged more than once for the same order

We will resolve these by supplying a working file, a replacement, or a refund as appropriate.

Minor problems

If a product contains a small error or typo that does not affect its overall usability, we will issue a corrected version. Where we do so promptly, a refund will not normally be due.

4. When we cannot offer a refund

We are not able to refund where:

  • You have downloaded or accessed the file and simply changed your mind
  • You bought the wrong subject, level or exam board and the correct details were shown on the product page
  • You already own similar material, or found the content easier or harder than expected
  • You did not achieve a particular grade — our resources are a study aid, and we do not guarantee any outcome
  • Your download email did not arrive but you have not yet contacted us so we can resend it
  • These terms have been breached, for example by sharing or redistributing our materials

5. Goodwill alternatives

Where a refund is not legally due, we may still offer store credit or a replacement product of equal value at our discretion. Accepting one of these does not affect any statutory rights you may have.

6. Problems receiving your download

If your email has not arrived within an hour of purchase, check your spam or junk folder first, then email us. Delivery problems are almost always fixed by a resend, and this is not a fault with the product itself.

7. How to request a refund

Email aceupstudy@gmail.com with:

  • Your order number
  • The email address used at checkout
  • The product name
  • A clear description of the problem, with a screenshot if relevant

We aim to respond within 24 hours. Where a refund is agreed, it will be issued to your original payment method and normally reaches you within 5–10 working days, depending on your bank or card provider.

8. Complaints

If you are unhappy with how we have handled a refund request, email aceupstudy@gmail.com and we will do our best to put it right. If we cannot resolve matters between us, you may be able to use an alternative dispute resolution service or take the matter to court.

9. Your legal rights

Nothing in this policy affects your statutory rights as a consumer. Where anything here conflicts with those rights, your legal rights take priority. This policy is governed by the law of England and Wales; if you live in Scotland or Northern Ireland you may also bring proceedings in your own local courts.

10. Contact us

Email: aceupstudy@gmail.com
Instagram and TikTok: @aceupstudy