Refund policy
Refund Assessment Process
Submitting a refund request does not mean that a refund will be approved. Every request is individually reviewed by The Calm Childhood Co.
To allow us to assess a claim, the customer must provide sufficient information and reasonable supporting evidence, which may include:
- Full name, order number and the email address used at checkout.
- The name of the purchased product.
- The specific file, page or activity affected.
- A detailed explanation of the alleged problem.
- Screenshots, photographs, error messages or a screen recording clearly demonstrating the issue.
- Details of the device, operating system, PDF reader, software, printer and print settings used, where relevant.
- Confirmation that the troubleshooting steps requested by our support team have been completed.
- Any other information reasonably required to verify the claim.
Our assessment may include:
- Verifying the order, payment and delivery records.
- Reviewing file-access and download information.
- Comparing the supplied product with its description, previews and listed inclusions.
- Inspecting the relevant file for errors or missing content.
- Asking the customer to complete reasonable troubleshooting steps.
- Determining whether the issue was caused by the supplied file, the customer’s equipment, software, printer, settings or use of the product.
- Providing the customer with the outcome of the assessment.
If the information supplied is incomplete, unclear or does not reasonably demonstrate the reported problem, we may request further evidence and pause the assessment until that information is received.
For a minor problem that can be corrected, we will generally provide technical assistance, restore access, correct the file or supply a working replacement within a reasonable time.
A refund will not be provided merely because the customer:
- Changed their mind.
- No longer wants or needs the product.
- Purchased the wrong product.
- Expected a physical product despite the listing identifying it as a digital download.
- Did not review the product description, previews, age recommendation, file format or listed inclusions.
- Does not like the design, content or activities.
- Did not achieve a particular educational or behavioural outcome.
- Cannot use the product because of their own device, software, printer, ink, paper or print settings.
- Refuses to complete reasonable troubleshooting or provide information necessary to assess the claim.
Requests containing false, altered, misleading or fabricated information may be refused. Relevant order, delivery, access, correspondence and technical records may be retained and used when responding to a payment dispute or chargeback.
Refunds are only provided where required under the Australian Consumer Law or where expressly approved by The Calm Childhood Co. after assessment.
Nothing in this process excludes, restricts or modifies any right or remedy that cannot legally be excluded under the Australian Consumer Law.
