At The Mentoring Lab, we strive to ensure your complete satisfaction with our products and services. We understand that circumstances may arise where you need to request a refund or cancel a purchase. This policy outlines our commitment to fair and transparent refund procedures while balancing our business needs. Please review this document carefully to understand your rights and responsibilities regarding refunds for different types of purchases.
Product Returns
You may return purchased items within 28 days of receipt. Items must be unused and in the same condition as when you received them, with original packaging intact and included. A valid proof of purchase is required for all returns. Please note that shipping costs for returns are the responsibility of the customer unless the item was received damaged or incorrect. Refunds will be processed to the original payment method within 5-10 business days of receiving the returned item.
Training Cancellations
For training cancellations, we offer a 100% refund when cancellations are made 14 days or more before the training start date.
Cancellations made between 7-14 days before the training start date will receive a 50% refund.
Unfortunately, no refunds are available for cancellations made less than 7 days before the training start date.
All cancellations must be submitted in writing via email. We may be able to transfer your booking to another training date subject to availability and at our discretion.
Service Cancellations
Our service cancellation policy offers a 100% refund for cancellations made 14 days or more before the service start date.
For cancellations made between 7-14 days before the service start date, a 50% refund will be provided.
No refund is available for cancellations made less than 7 days before the service start date.
We understand that emergencies happen, so emergency cancellations may be considered on a case-by-case basis. Rescheduling of services is subject to availability.
Digital Products
Due to the nature of digital products, all sales are generally final once the digital content has been accessed or downloaded.
If you have not downloaded or accessed the digital content, you may request a refund within 14 days of purchase.
In cases where the digital product is demonstrably defective or not as described, you may be eligible for a refund within 14 days of purchase.
For subscription-based digital services, you may cancel at any time, but refunds will only be issued for the current billing period if cancelled within the first 7 days of the billing cycle.
Gift Cards and Store Credit
Gift cards and store credits are non-refundable and cannot be exchanged for cash.
These cards expire 12 months from the date of issue unless otherwise stated.
Should you lose your gift card or have it stolen, we cannot replace it unless proof of purchase is provided.
Special Order Items
Custom, personalized, or special order items cannot be returned unless they are defective or damaged upon receipt. We encourage you to check specifications carefully before placing orders for custom items to ensure they meet your requirements.
Damaged or Defective Items
Items received damaged or defective may be returned within 30 days of receipt. Please contact our customer service team immediately with photographic evidence of the damage. We will provide replacement or refund options based on inventory availability.
International Orders
International orders may be subject to different return policies based on shipping limitations. Please note that any customs fees, import taxes, or other charges incurred are the responsibility of the customer and are non-refundable.
Klarna Refunds
If you made your purchase using Klarna as your payment method, refunds will be processed back to Klarna, which will then handle the refund according to your specific payment arrangement.
For Pay in 30 days and instalment plans, Klarna will either reduce your balance or issue a refund to your original payment method.
For financing arrangements, Klarna will adjust your payment plan accordingly.
Processing times for Klarna refunds typically take 5-7 business days but may vary depending on your bank and the specific payment arrangement.
You will receive confirmation from both us and Klarna when your refund has been processed.
Any questions regarding the status of your refund after it has been processed by us should be directed to Klarna's customer service.
How to Request a Refund
For physical products, please contact our customer service team to initiate the return process.
If you need to cancel services or training, email your cancellation request to the address provided in your confirmation details. For digital products, submit a refund request through your account portal or contact customer support. All refund requests must include your order number, purchase date, and reason for the refund.
We reserve the right to modify this refund policy at any time. Any changes will be posted on our website and will apply to purchases made after the posting date.
For any questions regarding our refund policy, please contact our customer service team on info@thementoringlab.co.uk or by calling 02081588500.
