Refund & Cancellation Policy
1. Our approach to refunds and cancellations
At Stay Well Hypnotherapy, I want you to feel confident when purchasing from my shop.
Your statutory rights as a consumer are not affected by this policy. Where a product or service is faulty, not as described, or does not meet the requirements of applicable consumer law, I will provide the appropriate remedy required by law.
The cancellation and refund arrangements depend on the type of product you have purchased.
2. Digital products
Digital products include pre-recorded hypnosis and relaxation recordings, digital journals, workbooks and other downloadable resources.
For digital products, you may have a 14-day cancellation right under consumer law. However, if you choose to have the digital content supplied immediately after purchase, I will ask you to expressly agree to this and acknowledge that you will lose your statutory cancellation right once the digital content begins to be supplied, where permitted by law.
If you do not give the required consent and acknowledgement, your statutory cancellation rights will continue to apply.
Once digital content has been supplied following the required consent and acknowledgement, I will not normally be able to offer a refund simply because you have changed your mind.
This does not affect your statutory rights if the digital content is faulty, not as described or otherwise does not meet the requirements of applicable consumer law.
If you experience a problem accessing or downloading a digital product, please contact me at sarah.watt@staywellhypnotherapy.co.uk and I will do my best to resolve the problem.
3. Physical products
For physical products, including printed journals, you may have a statutory right to cancel your order within 14 days of receiving the goods, unless an exception applies.
If you wish to cancel an eligible purchase, please contact me within the applicable cancellation period.
You may handle the journal or other physical product as reasonably necessary to establish its nature, characteristics and functioning. If a product is handled beyond what would reasonably be permitted in a shop and its value is reduced as a result, I may be entitled to make a deduction from any refund in accordance with applicable consumer law.
For example, writing in, drawing on, marking, tearing or otherwise materially altering a journal may affect its value and may affect the amount that can be refunded.
This does not affect your statutory rights where a product is faulty, damaged, not as described or otherwise does not meet the requirements of applicable consumer law.
Where a physical product has been personalised or made specifically for an individual, different cancellation rules may apply. These are explained in the section concerning personalised and custom-made products.
4. Personalised and custom-made products
Some products and packages offered by Stay Well Hypnotherapy contain personalised or custom-made elements created specifically for an individual.
These may include personalised hypnosis recordings, personalised books or stories, personalised journal materials, affirmations and other bespoke resources.
The statutory cancellation rules may differ for personalised or custom-made products.
Where personalised work has not yet begun, please contact me as soon as possible if you wish to cancel your order.
Once personalised work has commenced, cancellation or refund rights may be limited where the law permits an exception for personalised or custom-made goods or where the service or digital content has already been supplied with the required consent.
I will always consider each situation fairly and in accordance with applicable consumer law.
5. Premium Personalised Therapeutic Support Packages
Premium Personalised Therapeutic Support Packages are purchased through the Stay Well Hypnotherapy shop and payment is taken at checkout.
Following purchase, I will contact you by email to arrange the consultation and discuss the personalised support required.
Because these packages may contain a combination of consultation time, personalised therapeutic work, digital content, physical products and bespoke materials, the cancellation and refund arrangements may depend on which parts of the package have already been provided or commenced.
If you change your mind after purchasing a package, please contact me as soon as possible, preferably before the consultation or any personalised work has begun.
Where the law gives you a statutory right to cancel, that right will be respected.
Where work has already begun at your request, any applicable cancellation rights and refund amount will be considered in accordance with applicable consumer law and the nature of the work already provided.
6. Faulty or incorrect digital products
If a digital product is faulty, does not work as described, is not as described or otherwise does not meet your statutory rights, please contact me.
Depending on the circumstances, I may provide a replacement, repair the problem or provide another remedy available under consumer law.
Please contact me at:
sarah.watt@staywellhypnotherapy.co.uk
7. Faulty, damaged or incorrect physical products
If a physical product arrives damaged, faulty, incorrect or does not match its description, please contact me as soon as possible.
I will work with you to provide the appropriate remedy under your statutory rights, which may include a repair, replacement, price reduction or refund, depending on the circumstances.
8. How to request a cancellation or refund
To request a cancellation or refund, please contact:
Sarah Watt
Stay Well Hypnotherapy
Email: sarah.watt@staywellhypnotherapy.co.uk
Telephone: 07848 373916
Please include your name, order details and the reason for your request where relevant.
I will acknowledge your request and explain the next steps.
9. Refunds
Where a refund is due, it will normally be made using the same payment method used for the original purchase, unless another arrangement has been agreed or the law requires otherwise.
Where goods are returned following a valid cancellation, refunds will be made within the timeframe required by applicable consumer law.
Nothing in this policy removes or limits any statutory rights you may have as a consumer.
10. Complimentary or promotional products
Where a product or recording has been provided free of charge, including a complimentary relaxation recording provided to an existing hypnotherapy client, there is no purchase price to refund.
Complimentary products are provided for the purpose stated at the time they are offered and remain subject to any applicable terms regarding personal use and sharing.
11. Contact
If you have any questions about this Refund & Cancellation Policy or would like to request a cancellation or refund, please contact:
Sarah Watt
Stay Well Hypnotherapy
Email: sarah.watt@staywellhypnotherapy.co.uk
Telephone: 07848 373916
Business address:
10 School Road
Lower Brynamman
Ammanford
SA10 1SU
Last updated: August 2026