Refund policy
REFUND & RETURNS POLICY
Last updated: 31 August 2026
At Dexter & Billy Co., we want you to be happy with your purchase and we aim to deal with any problems fairly and promptly.
This policy covers:
- digital products purchased directly from Dexter & Billy Co.;
- physical print-on-demand products purchased directly from Dexter & Billy Co.; and
- products purchased from third-party retailers through affiliate links on our website.
Nothing in this policy affects your statutory consumer rights.
DIGITAL PRODUCTS
Digital products are a core part of Dexter & Billy Co. and may include downloadable guides, workbooks, PDFs, audio programmes and other digital resources.
Digital Downloads and Audio Programmes
UK consumers normally have a 14-day cancellation period for digital content purchased online.
However, where digital content is supplied immediately, this cancellation right can end once supply begins provided that, before access or downloading starts:
- you expressly agree to the digital content being supplied immediately during the 14-day cancellation period; and
- you acknowledge that you will lose your right to cancel once supply of the digital content begins.
Where these requirements have been met and access to or downloading of the digital product has begun, we do not normally provide a change-of-mind refund.
This does not affect your statutory rights if the digital content is faulty, inaccessible, corrupted, materially different from its description or otherwise does not meet the requirements of applicable consumer law.
Problems Accessing Digital Products
If you experience a problem accessing a digital purchase, including where:
- a download link does not work;
- a file will not open;
- an audio file will not play;
- content appears to be corrupted; or
- you have not received access to something you purchased,
please contact us at support@dexterandbillyco.com.
Please include your name, order number and a brief description of the problem.
Where appropriate, we will first try to resolve the problem by restoring access, providing a working download link or supplying a replacement copy of the digital content.
If digital content is faulty and cannot be repaired or replaced within a reasonable time and without significant inconvenience, you may be entitled to an appropriate price reduction, which may in some circumstances include a full refund, in accordance with your statutory rights.
Change of Mind After Digital Access Has Begun
Once immediate access to a digital product has begun following the required consent and acknowledgement described above, we are not normally able to offer a refund simply because you:
- changed your mind;
- decided you no longer need the product;
- did not complete or use the resource; or
- purchased a product and later decided it was not suitable for your personal circumstances.
This does not limit your statutory rights where the digital content itself is faulty or not as described.
Digital products — cancellation rights
Under the Consumer Contracts Regulations 2013, you have a 14-day right to cancel most purchases. However, this right is lost for digital content once downloading or streaming begins, provided you have given your express consent to immediate supply and acknowledged the loss of your cancellation right before purchase.
By ticking the consent checkbox at the point of purchase, you confirm both of these things. Once you have accessed or begun downloading a digital product, we are unable to offer a refund on a change-of-mind basis.
Your statutory rights in respect of digital content that is faulty, inaccessible, or not as described remain fully unaffected.
PRINT-ON-DEMAND PHYSICAL PRODUCTS
Our physical products, including branded mugs, posters and other items in our standard product range, are produced to order on our behalf by a third-party print-on-demand fulfilment partner.
Although these products are manufactured after an order is placed, they are selected from our standard product range and are not individually personalised or made to a customer's unique specification.
Where you purchase a physical product directly through the Dexter & Billy Co. store, Dexter & Billy Co. is your retailer and your point of contact.
Please contact us rather than our fulfilment partner if you need help with an order.
Change-of-Mind Cancellations – UK Customers
If you are a UK consumer purchasing a physical product online, you normally have the right to cancel your order without giving a reason.
You must tell us that you wish to cancel within 14 days after the day you receive your goods.
Once you have told us that you wish to cancel, you then have a further 14 days to return the goods.
To request a return, please email:
Please include:
- your name;
- your order number; and
- confirmation that you wish to cancel and return the product.
Please contact us before sending anything back so that we can provide the correct return instructions.
Our print-on-demand fulfilment partner does not accept customer returns and does not provide a customer return address. Products must therefore not be returned directly to the fulfilment partner.
For an eligible change-of-mind return of a non-faulty product, you will normally be responsible for the cost of returning the product.
You are entitled to inspect and handle the product in the same way that you reasonably could in a shop. If the value of the product has been reduced because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may make an appropriate deduction from the refund where permitted by law.
Refunds Following a Change-of-Mind Cancellation
Where you validly exercise your statutory right to cancel, we will refund the price paid for the returned product.
If you paid a delivery charge, we will also refund the cost of our standard delivery option.
If you chose a more expensive delivery method, such as express delivery, we are only required to refund an amount equivalent to our standard delivery charge.
We will issue the refund without undue delay and normally no later than 14 days after:
- we receive the returned goods; or
- you provide evidence that you have returned them, whichever occurs first.
Refunds will normally be made using the same payment method used for the original purchase unless otherwise agreed.
Your bank or payment provider may take additional time to show the refund in your account.
Faulty, Damaged, Incorrect or Misprinted POD Products
If your physical product arrives:
- damaged;
- faulty;
- incorrectly printed;
- in the wrong quantity;
- materially different from the product you ordered; or
- otherwise not as described,
please contact Dexter & Billy Co. as soon as possible.
Where possible, please notify us within 10 days of delivery.
This gives us time to investigate the issue and raise the matter promptly with our print-on-demand fulfilment partner within its own reporting period.
The 10-day period is a requested reporting timeframe only and does not limit or remove your statutory consumer rights.
Please email support@dexterandbillyco.com and include:
- your name;
- your order number;
- a description of the problem;
- clear photographs showing the fault, damage or printing issue; and
- photographs of the packaging where relevant.
Photographs are particularly helpful because our fulfilment partner may require them when investigating production or delivery problems.
Please do not return a faulty or damaged item unless we ask you to do so.
Depending on the circumstances and your statutory rights, the appropriate remedy may include:
- a replacement;
- repair where appropriate;
- a refund; or
- a price reduction.
If a return is required because the product is faulty, damaged, incorrectly supplied or not as described, you will not be required to bear reasonable return costs.
Although we ask customers to tell us about these problems within 10 days wherever possible, we will still deal with requests made after this period in accordance with your statutory consumer rights.
Our Fulfilment Partner's Quality Process
Our print-on-demand fulfilment partner currently asks us to report eligible damaged, defective or quality-related orders within 30 days of the customer receiving the product.
For this reason, reporting a problem to Dexter & Billy Co. promptly — ideally within 10 days — greatly helps us investigate and resolve the issue efficiently.
Any deadline imposed on Dexter & Billy Co. by our supplier does not replace or restrict your statutory rights against Dexter & Billy Co. as the retailer.
POD Returns and Our Fulfilment Partner
Our print-on-demand fulfilment partner does not operate a customer returns service or provide a return address.
Where you have a statutory right to return a product purchased directly from Dexter & Billy Co., please contact us first and we will provide the appropriate return instructions.
Do not return products directly to our fulfilment partner, as they may not be accepted.
Any arrangements between Dexter & Billy Co. and our fulfilment partner regarding replacement or reimbursement are separate from your rights as our customer.
AFFILIATE PRODUCTS
Dexter & Billy Co. also recommends selected products and services sold by independent third-party retailers.
Some of these recommendations contain affiliate links. Where an affiliate link is used, Dexter & Billy Co. may receive a commission from a qualifying purchase at no additional cost to you.
Purchases Made Through Affiliate Links
Where you click an affiliate link on the Dexter & Billy Co. website and complete your purchase directly on another retailer's website, Dexter & Billy Co. is not the seller of that product.
Your purchase contract is with the third-party retailer.
That retailer's own:
- cancellation policy;
- returns policy;
- refund policy;
- delivery terms;
- faulty-product procedure; and
- product guarantees
will apply to your purchase.
If you wish to return an affiliate product or report a faulty, damaged, missing or incorrect order, you should contact the retailer from whom you made the purchase.
Dexter & Billy Co. cannot normally process a refund, replacement or return for a transaction completed directly with another retailer because we did not take the payment or supply the product.
This does not affect any responsibility Dexter & Billy Co. may have for statements or representations made by us where liability cannot lawfully be excluded.
Please see our Affiliate Disclosure for more information about how affiliate relationships work.
EXCHANGES
We do not currently operate a general exchange service for non-faulty physical products.
If you purchase a standard physical product and later decide that you would prefer a different available size, format, frame option or other product variation, please contact us.
Where your statutory change-of-mind cancellation right applies, you may return the original product in accordance with this policy and place a new order for your preferred alternative.
This does not affect your right to an appropriate remedy where the original product is faulty, damaged, incorrect or not as described.
RETURN COSTS
For an eligible change-of-mind return of a non-faulty physical product, the customer is normally responsible for the cost of returning the item.
Where a physical product is faulty, damaged, incorrectly supplied or not as described, Dexter & Billy Co. will bear reasonable return costs where a return is required.
We do not charge a restocking fee.
Please always contact us before returning an item so that we can provide the appropriate return instructions.
INTERNATIONAL CUSTOMERS
Customers outside the United Kingdom may have mandatory consumer rights under the laws of the country in which they live.
Nothing in this policy is intended to remove or restrict any mandatory consumer rights that apply to you.
Where applicable local consumer law provides greater protection than this policy, those mandatory rights will apply.
HOW TO CONTACT US
For questions about cancellations, returns, refunds or problems with an order, please contact:
Dexter & Billy Co.
18 Burgundy Drive
Tottington
Bury
BL8 3NN
United Kingdom
Email: support@dexterandbillyco.com
Please include your order number and enough information for us to identify and investigate your request.
We aim to deal with queries promptly and fairly.
Nothing in this Refund & Returns Policy affects your statutory consumer rights.