Refund policy

Digital downloads

Everything we sell is a digital download (PDF or ZIP files). Nothing is posted to you, and because the files are delivered instantly and can't be returned, we don't offer refunds for change of mind.

When we will refund or replace

We'll put it right, with a replacement file or a full refund, if:

• your file is faulty, won't open, or is missing pages, and we can't fix it for you
• you didn't receive your download link
• you bought the same item twice by mistake
• the product is significantly different from its description

How to ask

Email us at hello@brightpencilkids.shop within 30 days of your purchase with your order number and a short description of the problem. A screenshot helps. We usually reply within 2 working days.

Most download problems are solved by opening the file on a computer, or (for the Starter Kit ZIP) unzipping it first. We're always happy to help you get it working.

Approved refunds go back to your original payment method. Your bank may take 5–10 working days to show it.

This policy doesn't affect your legal rights as a consumer.