• Returns and Refunds

Returns and Refunds

1. Cancellation Rights for UK & EU Consumers (Physical Goods)

Consumers in the UK and European Union have the statutory right to cancel contracts for the purchase of physical items within 14 calendar days of the day after receiving the ordered goods.

To return any physical product, please email us at shop@racingpost.com with:

  • Your Order Number (e.g., #12345)

  • The email address used for the original order

  • An exact reason for returning the product, along with any supporting photos or documents

Our support team will then guide you through the return process.

2. Cancellation Rights for International Customers (Outside UK & EU)

For customers outside the UK and EU, statutory cooling-off rights may differ based on local laws. While the 14-day cooling-off period does not automatically apply, we may still accept returns for unused, unopened, and undamaged products at our discretion. Please contact us at shop@racingpost.com to discuss your return request.

3. Returning Unwanted Products & Postal Terms

  • Condition: Unwanted physical products must be returned unopened, unused, and in their original, sealed packaging fit for resale.

  • Return Shipping Costs: Returns are made at your own risk and cost. We do not refund return postage costs, nor optional premium delivery services chosen at checkout (e.g., Express Tracked24). Items should be securely packaged to prevent damage during transit.

  • High-Value Returns (£150 and Above): You must contact shop@racingpost.com to receive an official return reference number prior to posting high-value returns. Items sent without a reference number will be returned to sender and cannot be processed for a refund.

  • Failure to Return Goods: If you cancel but fail to return the goods, we reserve the right to collect them and charge you the direct cost of collection. If goods suffer damage or deterioration due to a lack of reasonable care prior to return, we reserve the right to deduct the reduction in value from your refund.

4. Digital Goods, eBooks & Downloadable Files

Due to the immediate delivery nature of digital content, statutory cancellation rights differ between digital formats under UK and EU Consumer Rights regulations:

A. DRM-Protected Content (Flickrocket eBooks & Secure PDFs)

  • Waiver of Cooling-Off Period: By purchasing and initiating the download or redeeming your Flickrocket DRM license key, you explicitly consent to immediate digital delivery and acknowledge that you waive your 14-day statutory right to cancel.

  • Unredeemed Keys: If you have not yet downloaded the file or redeemed your DRM license key, you may request a full refund within 14 days of purchase by contacting shop@racingpost.com.

  • Device Compatibility: Customers are responsible for checking device and operating system compatibility prior to purchase. Refunds are not issued for software or device incompatibilities if the file and license function correctly.

B. Non-DRM Protected Digital Downloads (Raceform Private Handicaps & PDFs)

  • Immediate Access: Once a non-DRM PDF download link is generated, emailed, or accessed via your customer account portal, the transaction is considered fulfilled and non-refundable.

  • Unaccessed Links: If a download link has not been accessed or clicked, you may request a cancellation and full refund within 14 days of purchase by contacting support.

  • Payment Notice (PayPal): Paying via PayPal e-Cheque or delayed settlement may pause instant link generation until funds clear. Standard credit/debit card checkout is recommended for instant automated file access.

C. Technical Defect Protocol for All Digital Content

If a digital file (DRM or Non-DRM) is corrupted, incomplete, or fails to open due to a technical error on our end:

  • Contact shop@racingpost.com with your order number and error details.

  • We will immediately re-issue the file, reset your download link, or refresh your Flickrocket DRM license.

  • If we cannot provide a fully functional, accessible digital file within a reasonable timeframe, a full refund will be issued.

5. Product Exclusions

The following products are excluded from standard returns and cooling-off cancellation rights unless they arrive incorrect, faulty, or defective:

  • Periodicals, newspapers, or magazines

  • Sealed media products (including DVDs, Blu-rays, or software) where the holographic seal or shrink-wrap has been unsealed

  • Perishable goods

  • Digital downloads (PDFs, eBooks, or software keys) that have already been accessed, downloaded, or activated

6. Faulty, Incorrect, or Defective Items

Please inspect your product(s) upon delivery and notify us immediately if you consider them defective or incorrect.

  • Within 14 Days of Delivery: If a physical item is faulty, defective, or sent in error, you are entitled to a full reimbursement to the original payment method used at checkout.

  • Return Postage: If an item is returned due to our error or a manufacturing defect, we will cover the standard return postage costs.

  • Transit Damage: If satisfactory evidence (such as photographs) is provided showing damage sustained during transit, a replacement may be dispatched at our discretion without requiring the physical return of the item.

  • After 14 Days: Please contact our support team at shop@racingpost.com for assistance.

Your statutory rights remain unaffected. Free legal advice regarding faulty or misdescribed goods is available from Trading Standards via the Citizens Advice Consumer Service on 03454 040506.

7. Exchanges

If you prefer an exchange rather than a refund for a physical product, please specify this in your return request to shop@racingpost.com along with your preferred replacement item. Return postage remains the responsibility of the customer, and replacement orders will incur standard shipping charges.

8. Processing Refunds & International Customs

  • Processing Timeline: All physical product refunds are processed within 24 hours of receipt and inspection at our facility. Please allow 5 to 10 business days for the funds to reflect on your payment provider statement.

  • Pre-paid Taxes & Duties (PDDP Refunds): For EU and US orders shipped via Postal Delivery Duty Paid (PDDP), pre-calculated import duties and taxes paid at checkout are fully refunded if an order is canceled prior to dispatch, or if a full refund is issued due to a faulty, damaged, or lost shipment.

9. Raceform Interactive Subscriptions & Software

  • 14-Day Cancellation Right: Customers purchasing access to Raceform Interactive software or recurring subscription services retain the legal right to cancel within 14 days of access being granted by contacting risupport@racingpost.com.

  • Modifying Plans: To upgrade, downgrade, pause, or cancel subscriptions after the initial period, log into your subscriber account portal, email risupport@racingpost.com, or call our support line at +44 (0)1933 304 858 (Option 2, Monday–Friday, 9:00 AM – 5:00 PM GMT).

  • Refund Method & Timeline: Reimbursements for Raceform Interactive services will only be credited back to the bank account or card used for the original transaction. Money will not be remitted to third parties under any circumstances. Approved subscription refunds or downgrade adjustments are processed within 30 days of the cancellation effective date.