Return & Refund Policy
Important: This Return & Refund Policy applies to products purchased through our online shop only (physical and digital products).
It does not apply to counselling services, relationship programs, retreats, or session-based services, which are governed by separate client agreements and refund terms provided at the time of booking or enrolment.
Physical Products
We want you to be fully satisfied with your purchase of any physical products from our shop. If for any reason you are not happy with your order, we are here to help.
Replacing Damaged or Faulty Products:
If your product arrives damaged or faulty, please contact us within 14 days of receiving your order, and we will arrange for a replacement at no additional cost. We may ask for a photo of the damaged item for verification.
Returns:
- If for any reason you are not satisfied with your order, you may return physical products within 30 days of receiving them for a full refund, providing the product is in as-new condition.
- To initiate a return, please contact us at info@jacquelinehogan.com with your order number and reason for return. We will provide you with return instructions and a return shipping address.
- Please note that return shipping costs are the responsibility of the customer, unless the item is faulty or damaged upon arrival.
Refunds:
- Once we receive your returned item(s) and confirm that they are in as-new condition, we will process your refund within 7 business days.
- Refunds will be issued to the original payment method. Please note that it may take an additional 3-5 business days for your bank or card provider to process the refund.
Digital Products & Virtual Content
This applies to digital products including virtual card decks, interactive tools, assessments, downloadable resources, and access to password-protected content provided as part of a purchase.
We want you to feel confident in your purchase, and we stand behind the quality of our digital products.
Satisfaction Guarantee
We offer a 30-day satisfaction guarantee on all digital products sold in our shop.
If you experience technical issues, access problems, or feel that a digital product has not met your expectations, please contact us within 30 days of purchase and we will review your request and do our best to assist or make things right.
Reasonable Use & Refunds
Because digital content is delivered immediately and cannot be returned:
- Refunds are generally intended for situations where a product has not met expectations or where access or technical issues have occurred
- Refund requests are reviewed in good faith
- We reserve the right to decline refund requests where digital content has been extensively accessed, copied, or fully used
This approach allows us to fairly support genuine customers while helping prevent misuse of our digital resources.
Previews & Informed Purchase
To help you make an informed decision before purchasing, we provide preview decks, sample reports, and detailed product descriptions outlining what is included.
We encourage customers to review these previews before completing their purchase.
This policy does not affect your rights under Australian Consumer Law.
Support & Assistance
If you have any questions or experience any technical issues with your purchase, we’re always here to help. Contact us at info@jacquelinehogan.com, and we’ll respond within 48 hours to address your concerns.