Refund policy

Return & Refund Policy

At BFA Counselling Services, we want to be clear and fair about purchases made through our store. Please read this policy carefully before making a purchase.

1. General

Because we offer a mix of services, digital products, books, and print-on-demand products, refund eligibility depends on the type of item purchased.

2. Services

All counselling, coaching, consultation, or other service bookings are subject to the following terms:

  • Fees for completed services are non-refundable.

  • If you need to cancel or reschedule an appointment, you must give at least 24 hours’ notice.

  • Cancellations made with less than 24 hours’ notice may be charged in full or may be non-refundable.

  • If we need to cancel a session and cannot reschedule within a reasonable time, you will be offered either a full refund or a rescheduled appointment.

  • If you arrive late, your session may be shortened and still charged at the full rate.

3. Digital Products

All sales of digital products, downloadable materials, ebooks, guides, worksheets, and similar items are final.

Because digital products are delivered instantly and cannot be returned, we do not offer refunds or exchanges unless:

  • the file is defective,

  • the file cannot be accessed, or

  • you were charged incorrectly.

If you have trouble accessing your digital purchase, contact us and we will do our best to help.

4. Print-on-Demand Products

Print-on-demand items are made to order. Because of this, we do not accept returns or exchanges for:

  • wrong size selected by the customer,

  • change of mind,

  • buyer’s remorse, or

  • incorrect address entered at checkout.

We will offer a replacement or refund only if the item:

  • arrives damaged,

  • has a manufacturing defect, or

  • is significantly different from what was ordered.

To request help with a damaged or defective item, you must contact us within 7 days of delivery and provide:

  • your order number,

  • a description of the issue, and

  • clear photos of the item and packaging.

5. Physical Books or Other Physical Goods

If we sell books or other physical items shipped directly by us, you may request a return within 14 days of delivery.

To be eligible for a return:

  • the item must be unused,

  • in its original condition, and

  • in its original packaging, where possible.

Customers are responsible for return shipping costs unless the item arrived damaged, faulty, or incorrect.

Once we receive and inspect the returned item, we will let you know whether your refund has been approved.

6. Non-Returnable Items

The following items are non-returnable and non-refundable unless faulty or legally required otherwise:

  • completed services,

  • missed appointments,

  • digital downloads,

  • ebooks,

  • personalized items,

  • custom-made or made-to-order products,

  • gift cards, if applicable.

7. Damaged, Faulty, or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please contact us within 7 days of receiving your order.

Please include:

  • your full name,

  • order number,

  • photos of the item,

  • photos of the packaging, and

  • a brief explanation of the issue.

We may offer a replacement, store credit, or refund depending on the situation.

8. Refund Processing

If a refund is approved, it will be issued to your original payment method.

Please allow 5–10 business days for your bank or payment provider to process the refund after it has been issued.

9. Cancellations

Orders for print-on-demand or custom products may only be cancelled within a short period after purchase, before production begins. Once production has started, the order cannot be cancelled.

Service appointments may be cancelled or rescheduled according to the notice period stated above.

10. Contact Us

If you have any questions about returns or refunds, please contact:

BFA Counselling Services
Email: samantha@bfacounselling.com