Returns, Refunds & the Right of Withdrawal

1. Summary / at a glance

If you're an EU or UK consumer, you have 14 days from taking delivery of a physical deck to change your mind and send it back for a full refund — no reason required. Digital downloads lose that right only where you have actively agreed to start the download early and explicitly given up your withdrawal right, as described in §4 below. Whatever you bought, if it arrives faulty, damaged, or never arrives at all, we will replace it or refund you.

2. EU & UK right of withdrawal — physical goods

If you are a consumer ordering a physical deck for delivery in the EU or UK, you have the right to withdraw from your purchase within 14 days, without giving any reason. The withdrawal period runs from the day you, or a recipient you have nominated, take physical possession of the goods.

To exercise this right, you can send us a plain, unambiguous statement of your decision to withdraw (an email is fine) or use the model withdrawal form below — either works equally well.

Once you have told us you are withdrawing, we will refund you within 14 days, using the same payment method you used to pay, unless you agree otherwise. We may withhold the refund until we have received the goods back, or until you have supplied evidence that you have sent them back, whichever is earlier.

You are responsible for the direct cost of returning the goods, unless the item is faulty or was not what you ordered — see §8. You are liable only for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and how they work — in other words, you can open the box and look through the cards, but a deck that has clearly been heavily used may attract a deduction.

If we fail to give you the information about your right of withdrawal that the law requires, the 14-day period is extended — by up to 12 months from the end of the original period — until you either receive that information or the extended period runs out.

This right is given to you under Directive 2011/83/EU on consumer rights (as amended by Directive (EU) 2019/2161), and, for UK buyers, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

3. Model withdrawal form

You do not have to use this form — a plain email saying you wish to withdraw is just as valid — but you are welcome to copy, complete, and send it to us if that's easier.

4. Digital content — the explicit waiver

Under EU and UK law, the right of withdrawal for digital content that is not supplied on a tangible medium (in our case, a downloadable PDF or print-ready file) is lost only where all three of the following are true:

1. you have given your prior, express consent for us to begin providing the content before the 14-day withdrawal period ends;
2. you have acknowledged that, by giving that consent, you lose your right of withdrawal once the download begins; and
3. we give you confirmation of that agreement on a durable medium (for example, by email).

All three conditions are required. If any one of them is missing, the right of withdrawal is not lawfully excluded, no matter what a checkbox or a set of terms might say.

Our checkout is built around exactly those two tick-box confirmations, and we email you a copy of what you agreed to before any download link is issued. The wording we use is, illustratively:

If you do not tick both boxes, we do not issue the download link immediately. Instead we hold it until the 14-day withdrawal period has elapsed, or until you separately confirm you want to waive the remainder of that period and receive the file early.

5. Custom / made-to-order items

Physical decks are manufactured to order by the exact print provider shown before payment, rather than kept in stock. Under the same Directive, the right of withdrawal can be excluded for goods that are made to the consumer's specification or are clearly personalised.

Being honest about our own products: a standard catalogue deck printed on demand is not, in itself, "personalised" just because it is printed after you order it — it is identical to every other copy of that edition. So we honour the full 14-day withdrawal right described in §2 for all standard editions. We reserve the personalisation exclusion only for genuinely bespoke or customised items — for example, a deck we agree to print with content specific to you — which will be clearly labelled as such before you buy.

6. How to start a return

Email hello@meetmegently.com with your order number and let us know you'd like to return your deck. We'll reply with instructions and a return address. Please don't send anything back before you have that address from us — it helps us process your refund quickly and avoids parcels going astray.

7. Condition of returned goods

Please return the deck in the box, with all cards, in the condition you would reasonably expect from having inspected it the way you would in a shop. As explained in §2, we may deduct an amount from your refund if the deck shows signs of use or handling beyond what was necessary to see what it was and how it worked.

8. Faulty, damaged or lost parcels

If your deck arrives faulty, damaged, or is missing cards, email us a photo within 30 days of delivery and we will replace it or refund you, at your choice — consistent with your statutory conformity rights, which generally mean repair or replacement first, and a price reduction or full refund if that isn't possible or doesn't fix things. For clearly damaged items we may tell you there's no need to send anything back before we act.

If tracking shows your parcel as delivered but you never received it, tell us within 14 days of the delivery date so we can open an investigation with the carrier; if a parcel simply never updates to delivered, contact us once it is 10 business days past the estimated delivery window (or 20 business days for international shipments) and we will investigate or replace it.

9. Shipping-cost refunds

If you withdraw from your entire order under §2, we refund the standard delivery cost you paid. If you chose an express or upgraded shipping option, we only refund the cost of our standard delivery option — the difference for the upgrade is not refunded.

10. Digital download problems

If your download link doesn't work, or you lose access to your files, tell us your order number and we'll re-issue the link free of charge. Download links expire after a period shown at the time of purchase; after that, contact hello@meetmegently.com and we'll issue a fresh one.

11. Outside the EU/UK — US, Canada, Australia

Statutory withdrawal and cancellation rights vary a lot by country, and are generally narrower outside the EU and UK. To be clear: there is no general federal right in the United States to a cooling-off period on ordinary online purchases.

That said, we voluntarily offer buyers in the US, Canada, and Australia a comparable [RETURN WINDOW — E.G. 30]-day return window from delivery, on the same basic terms as §2 above, as a matter of policy rather than law.

Australian buyers additionally keep the full protection of the Australian Consumer Law, under which a major failure entitles you to your choice of a replacement or a refund, and any failure entitles you to repair, replacement, or refund as appropriate — none of which we can exclude, restrict, or modify.

12. Chargebacks

If something's wrong, please contact us first at hello@meetmegently.com — most issues are resolved within days. Raising a chargeback with your card issuer without giving us a chance to help can slow things down, since it pauses direct communication between us while the bank investigates.

13. Processing times

Once we issue a refund, it typically appears on your statement within 5–10 business days, depending on your card issuer or payment provider's own processing times — this part is outside our control.

14. Contact

For anything about a return, refund, or withdrawal, email hello@meetmegently.com with your order number. See also our policies hub, Terms of Sale & Use, and Shipping & Delivery policy.