Purchases
Refunds & Returns Policy
This Policy explains how returns and refunds are handled for physical Connect products, digital subscriptions and transactions involving independent profile owners.
1. Your statutory rights
Nothing in this Policy limits a remedy that cannot lawfully be excluded under the Consumer Protection Act, 2008, the Electronic Communications and Transactions Act, 2002, or another applicable law. Eligibility depends on the product, defect, transaction and circumstances.
Where the Consumer Protection Act’s implied warranty of quality applies, a consumer may return goods that fail its applicable standards within six months after delivery, without penalty and at the supplier’s risk and expense, and may be entitled to repair, replacement or refund as provided by the Act. This is separate from any voluntary process below.
2. Physical products
Defective, damaged or incorrect products
Contact Connect as soon as reasonably possible with the order reference, a description and clear photographs where helpful. Keep the product and packaging until we provide instructions. We will assess whether the product should be collected, returned, repaired, replaced or refunded.
A return authorisation or troubleshooting step does not remove a statutory right. Normal wear, accidental damage after delivery, unauthorised alteration, misuse, incompatible devices or network settings are not manufacturing defects, although we will help diagnose NFC activation or resolver issues.
Change of mind and customised products
Ask before production or dispatch if you want to cancel or change an order. We will confirm whether the order can still be stopped. Products made, printed, encoded or personalised to your specification may not qualify for a change-of-mind return or cooling-off right where applicable law provides an exception.
For a standard, unused product, we will assess any lawful cooling-off right and any voluntary return request. The product must be returned with supplied items and in a condition that permits inspection. We will explain any lawful return cost or deduction before proceeding.
3. Subscriptions and digital access
Cancelling a subscription stops future renewal but does not automatically refund a period already paid. Access normally continues to the recorded period end. If Connect charged the wrong amount, duplicated a charge, failed to activate verified paid access, or materially failed to provide the paid service, contact us so we can investigate and provide the remedy required by law and the transaction circumstances.
A discretionary refund does not create an ongoing entitlement. If a payment is reversed or refunded, related paid access may end and associated records may be adjusted. See the Cancellation Policy for renewal and access timing.
4. Bookings and payments to profile owners
When a customer books or pays an independent profile owner, that profile owner is responsible for the service, cancellation terms and refund decision. Funds settle through the profile owner’s connected payment account. Contact the profile owner first using the booking confirmation or profile contact details.
Connect may supply transaction evidence or technical support but does not promise to decide the underlying service dispute or issue a refund from a profile owner’s account. The payment provider’s dispute or chargeback process may also apply. See the Booking & Payment Terms.
5. How to request a return or refund
We may verify identity, purchase authority and payment status. We will communicate the outcome and any collection, return or inspection steps. If you disagree, use the Complaints Procedure.
- Contact us with the order, subscription, booking or transaction reference.
- Explain the issue, requested remedy and relevant dates; include photos or correspondence where useful.
- Do not send a physical product before receiving return instructions.
- Approved refunds are returned through the original payment route where reasonably possible. Provider and bank processing times are outside Connect’s control.