Last updated: 7 October 2026
We want you to be happy with every Thorogood English resource. This page explains when you can get a refund. It should be read alongside our Terms of Sale.
Digital downloads
Because our resources are digital files that you can download straight away, we cannot accept returns once your download has started. At checkout, you agree to immediate access and confirm that you understand you lose your 14-day right to cancel once your download begins.
If you have not yet downloaded your files, you can cancel within 14 days of your purchase for a full refund. Just email us.
When we will always put things right
You are entitled to a replacement or a refund if:
- a file is faulty, corrupted or will not open;
- the resource is significantly different from its description;
- you were charged twice or bought the same resource twice by mistake.
In these cases, we will first try to fix the problem or send a replacement file. If we cannot, we will refund you in full.
How to ask for a refund
Email jacqueline@thorogoodenglish.com with your order number and a short description of the problem. We aim to reply within 3 working days.
Approved refunds are paid back to your original payment method within 14 days. Depending on your bank or card provider, it may take a few more days to appear in your account.
Free resources
Free resources are not charged for, so no refund applies. If a free file does not work, let us know and we will send it again.
Your legal rights
This policy does not affect your statutory rights under UK consumer law, including the Consumer Rights Act 2015.