Last updated: 29/07/2025
Applies to: purchases made on Licensedbreeder.co.uk and processed via Stripe.
This policy explains how returns, refunds and cancellations work for items you buy from My licensed Breeder Ltd (“we”, “us”, “our”). It covers material products (physical goods that help with licensing) and digital products (downloads or access codes). Nothing in this policy affects your statutory rights under UK law.
1. Who this policy applies to
Consumers (B2C): You have rights under the Consumer Contracts Regulations 2013 (CCR) and the Consumer Rights Act 2015 (CRA).
Business customers (B2B): The 14‑day cooling‑off period under the CCR does not apply. Your rights for faulty goods/services are as set out in your contract and applicable law.
2. Your key statutory rights (summary)
Physical goods (CRA 2015):
Goods must be as described, of satisfactory quality and fit for purpose.
If they’re faulty or misdescribed, you have a short‑term right to reject within 30 days of delivery for a full refund.
After 30 days (and within 6 months), we’ll normally offer a repair or replacement first; if that’s not possible or fails, you can ask for a refund.
After 6 months, you may need to show the fault existed at delivery.
Distance purchases (CCR 2013) – cooling‑off:
For most physical goods bought online, you can change your mind within 14 days of receiving the goods (“cooling‑off period”).
You then have another 14 days to send items back.
We will refund the product price and the basic UK delivery cost (if paid) – see Section 6 for details.
Digital content:
If you ask us to provide immediate access/download and you consent to this, you lose your 14‑day right to cancel once the download/stream starts.
If you do not request immediate supply, you can cancel within 14 days if you haven’t accessed the content.
Digital content must be as described and of satisfactory quality. If it’s faulty (e.g., does not download or is corrupted), we’ll repair/replace or refund where appropriate.
Free digital products: Where the price is £0 and no payment is taken, there is no refund due (no payment was made), but we will help you regain access or re‑deliver the file if there’s a technical issue.
3. What you can’t return under the 14‑day cooling‑off rule
The cooling‑off right does not apply to:
Personalised or custom‑made items produced to your specification.
Sealed items not suitable for return for health/hygiene reasons once unsealed (only if applicable to your catalogue).
Digital content supplied immediately after you expressly consented to early supply and acknowledged you’d lose your right to cancel.
4. How to cancel or start a return
Step 1 – Tell us within the deadline
Email hello[@]licensedbreeder.co.uk with your order number and whether you want a refund or exchange.
“Change of mind” returns: tell us within 14 days of delivery.
Faulty/damaged items: tell us as soon as possible (ideally within 48 hours for transit damage so we can claim with the carrier).
Step 2 – Send the item back
We’ll confirm the return address and, where applicable, provide a return authorisation. Please:
Re‑pack securely (ideally in the original packaging).
Include your order number and contact details.
Obtain proof of postage. You are responsible for the goods until they reach us.
5. Who pays return postage?
Change of mind: You pay the return cost.
Faulty, damaged or misdescribed: We’ll provide a prepaid label or reimburse reasonable return costs.
6. Refund amounts and timing
We’ll process refunds within 14 days of either (a) receiving the returned goods, or (b) you providing evidence you’ve sent them back, whichever is earlier.
Refunds go to the original payment method via Stripe. Your bank may take 5–10 business days to show the credit.
Where you paid for delivery, we refund the basic (cheapest) UK delivery option. Any premium delivery upgrades are non‑refundable.
If you handled goods more than necessary to check their nature, characteristics and functioning (e.g., used items beyond a simple check), we may deduct an amount to reflect any diminished value.
7. Exchanges
If you prefer an exchange rather than a refund, tell us when you contact us. We’ll confirm stock and any price difference before proceeding.
8. Problems on delivery (damage, missing items)
Please check parcels on arrival and report any visible damage, shortages or wrong items to hello[@]licensedbreeder.co.uk within 48 hours with photos, so we can put things right quickly.
9. Digital products, access issues and support
If a download link fails or a file is corrupted, contact us and we’ll re‑issue the link or file promptly.
If paid digital content is fundamentally faulty and we cannot repair or replace within a reasonable time, we will refund you.
10. Business customers (B2B)
If you’re purchasing in the course of business, the statutory 14‑day cooling‑off period under the CCR does not apply. Faulty goods will be remedied in line with the CRA (as applicable) and your contract with us. Please contact us for assistance.
11. How to use your right to cancel
You can use the wording below, email it to us , or just send us a clear statement:
I hereby give notice that I cancel my contract of sale for the following goods: [list items], ordered on [date]/received on [date], name [your name], address [your address], order number [xxxx]. Date [date].