Refund Policy
A legal disclaimer
The Sycamore Library is committed to providing high‑quality academic resources, digital products, and personalised support services. This Refund Policy outlines the circumstances under which refunds may be issued, in accordance with Australian Consumer Law and our commitment to fairness and clarity.
Digital Products (PDFs, Guides, Templates, Journals, Videos, etc.)
All digital products are delivered electronically and are non‑refundable once purchased.
This includes:
• Downloadable PDFs
• Digital journals and templates
• Learning guides
• Video or audio resources
• Any other instant‑access digital content
Because digital items cannot be “returned,” refunds are only provided where required by Australian Consumer Law (e.g., if the file is faulty or cannot be accessed and we are unable to resolve the issue).
If you experience technical difficulties, we will gladly assist in resending or restoring access.
Services, Sessions & Academic Support
Refunds for services are handled with care and transparency.
Bookings & Sessions
• Cancellations made more than 24 hours before the scheduled session may be rescheduled.
• Cancellations made within 24 hours of the session time may be forfeited.
• Missed sessions (no‑shows) are not eligible for refunds.
Packages & Memberships
• Prepaid packages and memberships are non‑refundable once commenced.
• If you choose to discontinue a package early, unused sessions are not typically refunded.
• Exceptions may be made in cases of serious illness or extenuating circumstances, at our discretion.
Physical Items
If The Sycamore Library offers physical products such as printed journals or workbooks:
• Refunds or replacements are available for items that arrive damaged, faulty, or incorrect.
• Issues must be reported within 7 days of delivery, with a description and photo.
• Change‑of‑mind returns are not accepted for physical items unless required by law.
Australian Consumer Law
Your rights under Australian Consumer Law always apply.
You are entitled to a refund or replacement if a product or service:
• Is faulty
• Is not delivered as described
• Fails to meet consumer guarantees
Where a minor issue can be resolved, we will work with you to provide a prompt remedy.
How to Request Support
If you believe you are eligible for a refund or need assistance with a purchase, please contact:
Email: support@thesycamorelibrary.org
Response Time: Within 2–3 business days
Please include:
• Your name
• Order details
• A brief description of the issue
• Any relevant screenshots or photos (if applicable)