Refund policy

Refund Policy Last updated: 21 October 2026

At Narrative Black History Group, we want you to be happy wih your purchase. This policy explains how returns, cancellations and refunds work for our digital learning resources and physical products.

Nothing in this policy affects your statutory right under UK consumer law.

Digital products and your cancellation rights Our Family Editon and School Edition learning resources are supplied as digital downloads, delivered to you immediately after purchase. Under UK consumer law, you would normally have 14 days to cancel an online purchase. Because our products are delivered digitally and immediately, this cancellation right does not apply once download has begun — provided you have expressly agreed to immediate delivery and acknowledged that you lose the right to cancel, which you confirm by completing your purchase.

If something is wrong with your purchase We will always put things right if:

• The file you received is faulty, corrupted, or will not open.
• The file you received does not match what was described on the product page.
• You did not receive a working download link within a reasonable time of your order.

In any of these cases, contact us at order@narrativeblackhistory.co.uk with your order number, and we will send a replacement file or issue a refund.

If you have not yet downloaded your purchase If you change your mind before downloading, contact us within 14 days of purchase and we will consider a refund on a case-by-case basis.

Wrong licence purchased If you have purchased the wrong licence tier for your needs — for example a Family licence when you needed a School licence — contact us and we will explain the price difference before downloading and we will help you move to the correct licence, usually for just the difference in price.

 Physical products and cancellation rights Our physical products include items such as The Cookout card game and Christmas wrapping paper.

For most physical products purchased online, you have the right to cancel your order within 14 days of receiving the goods, without giving a reason.

If you wish to cancel, please contact orders@narrativeblackhistory.co.uk within this period, quoting your order number. You will normally have a further 14 days after notifying us to return the goods.

Unless the item  is faulty, damaged or incorrect, you are responsible for the direct cost of returning the goods where we have informed you of this responsibility before purchase.

Please take reasonable care of the items you intend to return. You may insepect them as you would in a shop, but you may be responsible for any reduction in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

We will refund eligible cancellations in accordance with applicable law, including the cost of standard outbound delivery where required. Refunds will normally be made using the original payment method.

Some products may fall within legal expectaions to cancellation rights, such as genuinely personalised or customised goods. Any applicable exception will be explained where relevant. Products printed to order are not automatically exempt from cancellation rights.

Faulty, damaged or incorrect physical products If your order arrives faulty, damaged, incomplete or different from what you ordered, please contact orders@narrativeblackhistory.co.uk as soon as possible.

Please include your order number, a description of the problem and the photographs where these would help us understand the issue.

We will assess the problem and explain the appropriate next steps, which may include a replacement, repair where applicable, or refund.

Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy. You do not lose those rights because a product was printed to order or fulfilled by a third-party supplier.

Refund processing Where a refund is due, we will process it within the applicable legal time limits. The time it takes for the money to appear in your account may depend on your bank or payment provider.

If we need further information to resolve your request, we will contact you using the details suplied by your order.

Contact us For cancellation requests, returns, refunds or problems with an order, contact:

Email: orders@narrativeblackhistory.co.uk

Please include your order number so that we can identify your purchase and help you as efficiently as possible.

Your statutory rights Nothing in this policy excludes or limits any rights under the Consumer Rights Act 2015, the Consumer Contracts (information, Cancellation and Additional Charges) Regulations 2013 or other applicable consumer protection legislation or other UK consumer protection law.