telmyfriends offers two types of products: digital telephone interpretation services (call bundles and subscriptions) and physical merchandise manufactured and fulfilled through Printify via WooCommerce. Each category has its own refund policy, detailed below.
1. Digital Services — Call Bundles and Subscriptions
1.1 Right to cancel and the exception for used services
Under the EU Consumer Rights Directive 2011/83/EU and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your purchase within 14 calendar days without giving any reason, provided the service has not yet begun.
Important exception: When you complete the purchase of any call bundle or subscription, you expressly acknowledge and agree that the service begins immediately upon purchase. Once any minutes or time have been used from your call bundle or subscription, you lose your right to cancel in respect of that service, in accordance with Article 16(a) of the EU Consumer Rights Directive and Regulation 36(1) of the UK Consumer Contracts Regulations 2013.
By completing your purchase, you confirm that you have been informed of and accept this condition.
1.2 Refunds for unused time
If you request a refund within 7 calendar days of purchase and no minutes have been used from your call bundle or subscription, telmyfriends will review your request on a case-by-case basis. To request a refund, please email [email protected] with your order number and reason for the request.
Refunds will not be issued in the following circumstances:
- More than 7 days have passed since the date of purchase.
- Any time or minutes have been used from the bundle or subscription, even partially.
- A monthly subscription has already renewed for the next billing period.
- The customer has made use of the free trial call included with new subscriptions.
1.3 Individual calls (without a bundle)
Completed individual interpretation calls are non-refundable once the service has been delivered. If you experienced a technical issue attributable to telmyfriends during the call, please contact us within 24 hours and we will review your case.
1.4 How to request a digital service refund
Email [email protected] with the subject line “Refund Request — [order number]”. We will respond within 5 business days. Approved refunds will be processed to your original payment method within 10 business days.
2. Physical Products — Merchandise (Printify / WooCommerce)
2.1 Print-on-demand manufacturing
All telmyfriends merchandise is manufactured on demand by Printify, a print-on-demand fulfilment service. Each item is produced specifically for your order, which means we are unable to accept returns or issue refunds for change of mind on physical products, in accordance with the made-to-order exception under consumer law.
2.2 Defective, damaged or incorrect items
If you receive a product that:
- Arrives damaged or defective,
- Has a print error attributable to Printify,
- Is different from what you ordered (wrong size, colour or design),
you are entitled to a free replacement or full refund. Please contact us at [email protected] within 30 days of receiving your order, including clear photographs of the product and packaging.
2.3 Incorrect size selected by the customer
As products are made to order, we cannot accept returns due to an incorrect size being chosen by the customer. We strongly recommend checking the size guide available on each product listing before placing your order.
2.4 Items not received
If your order has not arrived within the maximum estimated delivery timeframe shown in our Shipping Policy, please contact us at [email protected] with your order number. We will open an investigation with Printify and the carrier. If the package is confirmed lost, we will send a replacement or issue a full refund.
2.5 How to request a merchandise return or refund
Email [email protected] with the subject line “Merchandise Return — [order number]”, including photographs of the item. We will respond within 3 business days.
3. Contact
For any questions about this policy, please contact us at:
Email: [email protected]
Website: telmyfriends.com
