Returns & Refunds Policy

Complex Family Foundation aims to ensure our customers receive optimal value on every purchase, whether through our website or in-person. Below is a list of your rights and responsibilities for requesting refunds.

Returns & Refunds on Products

'Products' include non-electronic physical products (eg. books that you could purchase through a retail outlet) and electronic products (eg. eBooks, eBooklets, eCourses). We understand that purchasing products over the internet does not always provide the same advantage as viewing a product in a physical store. We therefore offer you a 30 day return period from the date you receive the product. Please note the following conditions when returning a product and/or requesting a refund:

• To receive a refund, your product must be in its original condition.
• Any entitlement to a refund is void when the product is presented after the return period has expired, or it is not in its original condition.
• Any entitlement to a refund for in-person services (ie. coaching, counselling, facilitation, workshops, seminars) is void if a cancellation request is received within 24 hours of the respective service provision.
• When returning your product to Complex Family Foundation for a refund, you are responsible for all shipping costs.

Returns & Refunds on Faulty Products

We apologise in advance for any inconvenience caused should you ever receive a faulty product from Complex Family Foundation. We will replace your faulty product at no cost to you. Please follow these steps for the return and replacement of the faulty product:

1. Contact us immediately to advise of the faulty product.
2. Send your faulty product (in its original packaging or similar) with your invoice to Complex Family Foundation.
3. Notify us of your standard shipping costs. Note that we do not accept shipping costs if you choose to send the faulty product by International/National Courier.
4. Failure to follow these steps may void your replacement.

Upon Complex Family Foundation receiving your faulty product and proof of purchase, we will dispatch a replacement product to you within 2 working days.

Complex Family Foundation Ltd.

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