Returns & Refunds Policy
Effective Date: 3 July 2026
Last Updated: 12 August 2026
Business Name: Ecomaris Limited
Website: www.ecomaris.co.uk
1. Introduction
This Returns & Refunds Policy explains your rights when purchasing products and services from Ecomaris Limited (“we”, “us”, “our”).
It should be read alongside our:
- Terms and Conditions
- Privacy Policy
- Cookie Policy
Nothing in this Policy affects your statutory rights under the laws of England and Wales.
2. Our Products and Services
We provide:
- downloadable digital project management templates;
- project planning resources;
- business toolkits;
- workbooks;
- digital guides;
- online coaching services;
- related educational resources.
Unless otherwise stated, we do not supply physical products.
3. Consumer Rights
If you are purchasing as a consumer, you benefit from statutory rights under UK consumer protection legislation, including:
- Consumer Rights Act 2015;
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Business customers may have different rights, and this Policy applies subject to any separate written agreement.
4. Digital Products
Our digital products are supplied electronically and are available for immediate download or access after successful payment.
Examples include:
- templates;
- planners;
- frameworks;
- spreadsheets;
- checklists;
- workbooks;
- digital documents.
5. Cancellation Rights for Digital Downloads
Under the Consumer Contracts Regulations, consumers normally have a 14-day cancellation period for digital content that has not yet been supplied.
However, where:
- you request immediate access to the digital content;
- you expressly consent to immediate delivery; and
- you acknowledge that your cancellation rights will end once the download or access begins,
your statutory right to cancel will be lost once delivery starts.
By purchasing our downloadable products, you expressly agree to immediate delivery and acknowledge that your cancellation rights end once access has been provided.
6. Refunds for Digital Products
Because our products consist of immediately accessible digital content, refunds will generally not be provided where:
- you have changed your mind;
- you purchased the wrong product;
- you no longer require the product;
- you did not read the product description;
- you lack compatible software;
- you failed to download the product within a reasonable time despite it remaining available.
7. Faulty or Defective Digital Products
If a digital product is:
- corrupted;
- incomplete;
- materially different from its description;
- inaccessible due to our error; or
- otherwise fails to meet the standards required by the Consumer Rights Act 2015,
please contact us promptly.
Where appropriate we may:
- provide a replacement file;
- provide technical assistance;
- repair the issue;
- provide an updated version; or
- issue a full or partial refund.
8. Download Issues
If you experience difficulty accessing a purchased download, please contact us within 30 days of purchase.
We will make reasonable efforts to assist you.
Examples include:
- broken download links;
- corrupted files;
- accidental deletion (where reasonably possible);
access issues caused by our systems.
9. Product Compatibility
Customers are responsible for ensuring they have suitable:
- software;
- hardware;
- internet access;
- Microsoft Office or equivalent applications (where applicable);
- PDF readers or other compatible software.
Compatibility requirements are described on individual product pages where relevant.
10. Coaching Services
We provide coaching sessions by prior appointment.
Sessions may be delivered via:
- Microsoft Teams;
- Zoom;
- telephone; or
- another agreed online platform.
Coaching is educational and developmental in nature.
It is not legal, regulatory, financial, tax, investment, scientific, medical or psychological advice.
11. Booking Confirmation
A coaching booking is confirmed once:
- payment has been successfully processed; and
you receive confirmation from us.
12. Cancelling Coaching Sessions
You may cancel or reschedule your coaching appointment by providing at least 48 hours’ written notice before the scheduled start time.
Where sufficient notice is given, you may choose either:
- a replacement appointment; or
- a refund, where appropriate.
13. Late Cancellations
Where less than 48 hours’ notice is provided, we reserve the right to:
- decline a refund;
- treat the booking as completed; or
- charge the full session fee.
However, we may exercise discretion in exceptional circumstances.
14. Failure to Attend
If you fail to attend your scheduled coaching session without prior notice:
- the session will normally be treated as delivered; and
- no refund will usually be available.
15. Late Arrival
If you arrive late:
- the session will normally finish at the originally scheduled time;
- additional time cannot be guaranteed.
This ensures fairness to other clients.
16. Cancellation by Us
We may occasionally need to cancel or rearrange appointments due to circumstances beyond our reasonable control.
Where this occurs, we will offer:
- an alternative appointment;
- a credit towards future coaching; or
a full refund.
17. Exceptional Circumstances
We understand that emergencies can arise.
Where appropriate, we may consider requests for refunds or rescheduling in circumstances such as:
- serious illness;
- bereavement;
- significant family emergency;
- major travel disruption.
Any decision remains entirely at our discretion.
Supporting information may be requested where appropriate.
18. Promotions and Discounts
Where products or services are purchased using promotional offers:
- refunds will normally reflect the discounted purchase price;
- promotional codes cannot usually be reinstated once used.
19. Gift Vouchers
Where gift vouchers are offered:
- expiry dates will apply where stated;
- vouchers are non-refundable unless required by law;
- vouchers cannot normally be exchanged for cash.
20. Subscription Services
If subscription products are introduced in future, separate cancellation and refund terms may apply.
21. Refund Method
Approved refunds will normally be issued using the original payment method.
Alternative methods may be used where necessary.
22. Refund Timescales
Where a refund is approved, we aim to process it within 14 days of confirmation.
The time taken for funds to appear in your account depends upon your payment provider
23. Chargebacks
If you experience an issue with your purchase, we encourage you to contact us before initiating a chargeback through your payment provider.
We will seek to resolve genuine concerns promptly and fairly.
Fraudulent or unjustified chargebacks may be challenged using evidence of the transaction and product or service delivery.
24. How to Request a Refund
Please contact us using:
Email: hello@ecomaris.co.uk
Please include:
- your full name;
- order number;
- purchase date;
- product or service purchased;
- reason for your request; and
- any supporting information.
Providing complete information will help us respond more quickly.
25. Complaints
If you are dissatisfied with our decision, you may submit a formal complaint.
We aim to investigate complaints fairly and respond within 14 days, although complex matters may take longer.
26. Changes to This Policy
We may amend this Returns & Refunds Policy from time to time.
The latest version will always be published on our website.
Changes will not affect purchases already completed unless required by law.
27. Contact Us
Ecomaris Limited
Email: hello@ecomaris.co.uk
Website: www.ecomaris.co.uk
Registered Address: College House, 2nd Floor, 17 King Edwards Road, Ruislip, London, HA4 7AE
Summary
Purchase | Cancellation | Refund |
Digital download (before access) | Statutory rights may apply | Where required by law |
Digital download (after access begins) | Cancellation rights usually end | Normally no refund unless faulty |
Faulty digital content | Not applicable | Repair, replacement or refund |
Coaching cancelled 48+ hours before session | Yes | Refund or reschedule |
Coaching cancelled less than 48 hours before session | Limited | Normally no refund |
Missed coaching appointment | No | No refund |
Coaching cancelled by us | Not applicable | Refund or reschedule |