Last updated: 7 August 2026
This policy explains your rights to cancel and receive a refund when you buy from FairProcess HR, in line with UK consumer law.
Digital template packs and policies
Our template packs and individual policies are supplied as digital content (.docx files) delivered by immediate download, not physical goods.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you normally have a 14-day right to cancel an online purchase. However, this right does not apply to digital content once download has started, provided that:
- You expressly requested delivery to begin straight away, and
- You acknowledged, at the point of purchase, that you would lose your right to cancel once downloading had begun.
Our checkout includes this acknowledgement, so once your download link has been issued, the order is non-refundable, except in the circumstances below.
When you are entitled to a refund or replacement
You remain entitled to a refund, repair, or replacement where a template is faulty, materially not as described, or does not do what it says on the tin, under the Consumer Rights Act 2015. This includes situations such as:
- The wrong file, or a corrupted file, was sent
- The document is significantly different from its description on the site
- A fault in the file prevents you from using it as intended
If any of these apply, contact us within a reasonable time of your purchase and we will put things right — normally by sending a corrected file, but a refund will be offered where that isn’t possible or isn’t what you want.
How to request a refund
Email hello@fairprocesshr.co.uk with your order number and the reason for your request. We aim to respond within 5 working days. Approved refunds are returned to your original payment method within 14 days of approval.
Consultancy and retainer services
Cancellation terms for consultancy, HR retainer, or bespoke support engagements are set out in your individual written agreement with us, rather than this policy, since these are bespoke services rather than off-the-shelf digital products.
Your statutory rights
Nothing in this policy affects your other statutory rights as a consumer under UK law.
Contact
Questions about a return or refund can be sent to hello@fairprocesshr.co.uk.