Delivery, Refunds & Returns Policy (Digital Products + Bookvault POD)
## 1. Digital Products (Patterns, Downloads & Courses)
### Delivery
* **Instant Access:** Download links and course access details are sent immediately to the email address provided at checkout.
* **Account Library:** Log in to your account dashboard on natalieinstitches.com at any time to re-download purchased patterns or access enrolled courses.
### Refunds & Cancellations
Under UK law, the right to cancel within 14 days does not apply to digital content once performance (download or stream) has begun.
* **PDF Patterns & Downloads:** Sales are final and non-refundable once files have been accessed or downloaded. If you experience technical download issues, please contact **natalie[at]natalieinstitches[dot]com** for prompt support.
* **Online Courses (Sensei LMS):** If you purchase a course by mistake and have **not yet logged in or accessed** any course media, you may request a refund within 14 days of purchase. Once course videos or modules have been accessed, sales become final and non-refundable.
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## 2. Physical Print Books (Print-on-Demand via Bookvault)
### Production & Shipping
All printed books are produced on demand via a UK print supplier, **Bookvault**, and dropshipped directly from their printing facility to your delivery address.
* **Production Lead Time:** Print-on-demand books require **3 to 5 business days** for printing and binding *before* dispatch.
* **Shipping Methods & Delivery Times:** Delivery options (e.g., Royal Mail, Tracked Courier) are calculated at checkout. Estimated shipping times after dispatch are:
* **UK:** 2 to 5 business days
* **EU:** 3 to 7 business days
* **International:** 7 to 14 business days
* **Order Tracking:** Once dispatched by Bookvault, tracking details will be emailed to you (where tracked services apply).
* **Customs & Import Duties:** For international orders delivered outside the UK, recipient customs duties, tariffs, or import taxes may apply depending on local laws. These charges are the responsibility of the customer.
### Damaged, Defective, or Misprinted Books
Because each book is custom printed on demand, I cannot accept returns for general change of mind. However, your statutory rights under UK Consumer Law fully apply if an item arrives damaged or defective.
* **Reporting Issues:** If your book arrives damaged in transit, misprinted, or with binding flaws, please email **natalie[at]natalieinstitches[dot]com** within **14 days of delivery**.
* **Required Details:** Please include your order number, a brief description of the fault, and clear photos showing the damage or print error (including packaging where applicable).
* **Replacements:** Upon verification with Bookvault, we will arrange for a replacement copy to be printed and shipped to you at no extra charge, or issue a full refund.
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## 3. Duplicate Purchases
If you accidentally purchase the exact same digital pattern, course, or physical book twice, please contact **natalie[at]natalieinstitches[dot]com** within 14 days with both order numbers. A refund will be issued promptly for the duplicate transaction.
Thank you for your attention, and for choosing to shop with me!