Refund policy

Thank you for purchasing with Town Explorers. Please read this policy carefully before completing your order. It explains your rights under UK consumer law.

Digital Products and Your Right to Cancel

Under the Consumer Contracts Regulations 2013, customers usually have the right to cancel and request a refund within 14 days of purchase.

However, this right does not apply once digital content has been downloaded, accessed, or streamed, if you agreed to this when purchasing. This is because digital products cannot be “returned” in the same way as physical goods.

By completing your purchase, you agree that:

  • You will gain immediate access to the digital content.

  • You lose your 14-day right to cancel once you start downloading, accessing, or streaming the product.

When Refunds Are Available

We will still provide refunds where required by law, including if:

  • The digital product is faulty, corrupted, or does not work as described. If you’re in an area with limited or no signal, the experience may be affected. This isn’t a fault with the product, and unfortunately refunds can’t be given in these cases. We suggest checking the signal strength in that area using your mobile networks website prior to making a purchase.

  • You were charged in error or purchased the same product multiple times.

If you believe there is a fault or error, please contact us at info@townexplorers.co.uk with details of the issue.

How to Contact Us

If you need help with your order, please email info@townexplorers.co.uk. We’ll do our best to resolve issues quickly and fairly.

In Summary

  • Before download/access: you may cancel within 14 days for a full refund.

  • After download/access: refunds are only available if the product is faulty or not as described.

 

Physical Products

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags etc., and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at info@townexplorers.co.uk. Please contact us for the return address. 

If your return is accepted, we will require you to return it to us using a tracked service. We will also give instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at info@townexplorers.co.uk.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@townexplorers.co.uk.