Refunds

Last updated 23 June 2026. This is written in plain English to be genuinely useful, and it is a starting policy, not legal advice. Please read it and have a solicitor check it before you rely on it.

Our 30-day guarantee

If a template is not useful to you, email support@upkept.uk within 30 days of buying it and we will refund you. No long forms, no quibbling. This goes further than the law requires, because we would rather you were happy than hold on to a sale.

How the law works for digital downloads

Normally you have a 14-day right to change your mind about an online purchase. For digital downloads there is an important exception: once you start downloading a file, and you have agreed to that and accepted that you lose the 14-day cancellation right, that right ends. We ask you to confirm this at checkout, because the file is yours to keep the moment it downloads.

Our 30-day guarantee sits on top of that, so in practice you are still covered well beyond the 14 days.

If a template is faulty or wrong

Under the Consumer Rights Act 2015, digital content must be as described, of satisfactory quality and fit for purpose. If a template is faulty, will not open, or is not as described, tell us and you are entitled to a repair, replacement or refund. This applies regardless of the 30-day window.

How to ask for a refund

Email support@upkept.uk with the email address you used at checkout and, if you have it, your order number. We aim to reply within two working days, and refunds go back to your original payment method.

See also our terms.