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REFUND POLICY (MenTools)

Last updated: 02 March 2026

1. Scope

1.1 This Refund Policy applies to purchases made directly through the MenTools website (“Web Purchases”), including Digital Products (download and/or access) and Physical Products.
1.2 This Policy does not limit any mandatory rights you may have under applicable consumer protection laws.

2. Contact details (Customer Service)

To request a refund, return, or help with an order, contact us:

  • Email: support@mentools.co

  • Registered office: 64 Fink Hill, Dale House, Horsforth, Leeds, UK LS18 4DH

  • Company: Loico Ltd (England) – Company No. 11994296

Include your order ID and the email address used at checkout.

3. Payments (Stripe)

3.1 Website payments are processed using Stripe and Stripe-supported payment methods.
3.2 We do not store full payment card details. Stripe handles card processing and may perform fraud/risk checks.

4. Digital Products (Downloads + Access): refunds and cancellation rights

Digital Products include (a) toolkits and other downloadable files, and (b) products provided by online access through your account (for example, course/content access that is not downloaded).

4.1 Digital Product supply and access

4.1.1 Digital Products are supplied by making them available in your account and/or sending access instructions by email. An account may be created automatically when you order so you can access your purchases.

4.2 14-day cooling-off and the “immediate supply” rule (UK/EU)

4.2.1 If you are a consumer in the UK or EU, you generally have a 14-day right to cancel online purchases.
4.2.2 For digital content supplied immediately (download or access), you may lose the 14-day right to cancel once supply/performance begins if you (i) give express consent to immediate supply and (ii) acknowledge that you will lose your cancellation right once supply begins.
4.2.3 For Digital Products, we require you at checkout to consent to immediate supply and acknowledge that you will lose your 14-day cancellation right once supply begins. If you do not provide this, we will not supply the Digital Product immediately.

4.3 Refunds for Digital Products (non-fault)

4.3.1 Because Digital Products can be accessed immediately, Digital Products are non-refundable once download/access has started, except:

  • where you have a legal right to cancel and it has not been lost under Section 4.2, or

  • where the Digital Product is faulty/not as described (see Section 7), or

  • where we explicitly offer a separate written money-back guarantee for that product at checkout (in which case those guarantee terms apply).

4.3.2 For the purposes of this Policy, “download/access has started” includes when the Digital Product is made available in your account, you are granted access to digital course/content, or a download link/file becomes available to you (even if you choose not to access or download it).

4.4 Technical issues with Digital Products

4.4.1 If you cannot access a Digital Product due to a verified technical issue on our side, contact support@mentools.co. We will work to restore access promptly and, where appropriate, may offer a replacement access method or a refund/partial refund at our discretion (this does not affect your statutory rights).

5. Physical Products: cancellations, returns, and refunds

5.1 14-day right to cancel (UK/EU distance sales)

5.1.1 If you are a consumer in the UK or EU, you generally have the right to cancel a Physical Product order within 14 days of receiving the goods (or the last item in a multi-item order).

5.2 How to cancel and return (change of mind)

5.2.1 To cancel within the 14-day period, email support@mentools.co stating your order ID and that you wish to cancel.
5.2.2 You must return the goods within 14 days of notifying us of cancellation.
5.2.3 Unless the goods are faulty or we sent the wrong item, you are responsible for the cost of return shipping.
5.2.4 Goods should be returned unused, in resalable condition, and with original packaging/accessories where applicable. You are responsible for any diminished value due to handling beyond what is necessary to inspect the goods.

5.3 Refund timing for cancelled/returned Physical Products

5.3.1 If you cancel validly, we will refund the product price and the standard outbound delivery cost (if charged) within 14 days of receiving the returned goods or receiving evidence you sent them back (whichever is earlier).
5.3.2 Refunds are issued to the original payment method.

5.4 Non-returnable / restricted returns (where permitted)

5.4.1 For hygiene and safety reasons, some sealed goods may not be eligible for return if unsealed after delivery, where permitted by applicable law.

6. How to request a refund (process)

6.1 Email support@mentools.co with:

  • Order ID

  • Email used at checkout

  • Product name(s)

  • Reason for request

  • Supporting evidence (screenshots for access issues; photos for damaged goods)

6.2 Approved refunds are processed back to the original payment method. Banks/payment providers can take additional time to post the credit.

7. Faulty, damaged, or incorrect items (Digital and Physical)

7.1 Statutory rights

Nothing in this Policy affects your statutory rights for faulty or misdescribed goods/digital content.

7.2 Physical Products

If your Physical Product arrives damaged, faulty, or incorrect, contact us at support@mentools.co as soon as reasonably possible (and ideally within 7 days of delivery) with photos and your order ID. We will offer a replacement or refund as appropriate in line with your statutory rights.

7.3 Digital Products

If a Digital Product is faulty or not as described, contact us with details. We will attempt to fix the issue or provide replacement access; where that is not possible or appropriate, we will provide a refund/price reduction in line with statutory rights.

8. Chargebacks, disputes, and fraud

If you believe a charge is incorrect, contact us first. If you initiate a chargeback or dispute, we may suspend access to the relevant Digital Product(s)/account while we investigate. Abuse or fraud may result in account closure and refusal of future orders.

9. Policy updates

We may update this Policy from time to time. The latest version will be posted on our website with the “Last updated” date.