Refund and Returns Policy

1. Digital Learning Services (Non-Physical)

Our digital courses and live training sessions are intangible, instantly accessible educational services. Due to their nature, we apply the following refund guidelines:

a. On-Demand Courses

  • Access is granted immediately upon purchase.
  • All sales are final, and refunds are generally not provided once course content has been accessed.
  • If you experience a technical issue that prevents access within 48 hours of purchase, contact us immediately—we may offer a refund or alternative resolution at our discretion.

b. Live Sessions or Cohort-Based Programs

  • Refund requests must be submitted at least 7 days before the session start date.
  • No refunds will be issued after a live session has begun or if you’ve attended any part of it.
  • In exceptional circumstances (e.g., medical emergency), we may offer credit toward a future offering instead of a cash refund.

2. Physical Products (e.g., Kits, Tools, Merchandise)

For tangible items shipped to you, the following return and refund terms apply:

a. Eligibility

  • Items must be returned within 14 days of delivery.
  • Products must be unused, in original condition, and include all packaging, tags, and components.
  • Custom-made or personalized items are final sale and not eligible for return.

b. How to Request a Return

  1. Contact us at [insert email] with your order number and reason for return.
  2. We’ll provide a return authorization and instructions.
  3. Ship the item back at your expense (unless the return is due to our error).

c. Refunds

  • Once we receive and inspect the returned item, we’ll process your refund to your original payment method within 5–10 business days.
  • Original shipping fees are non-refundable.
  • If we shipped the wrong item or the product arrived damaged, we’ll cover return shipping and issue a full refund or replacement.

3. Exchanges

We do not offer direct exchanges. Instead, please return the eligible item (per Section 2) and place a new order for your desired product.

4. Non-Refundable Items

The following are not eligible for refunds or returns:
  • Digital course access after content has been viewed;
  • Downloaded materials (e.g., PDFs, templates);
  • Gift cards or promotional credits;
  • Custom or made-to-order physical goods.

5. How to Request a Refund

Email us at: study@thestoryofwood.my
Include:
  • Full name
  • Order number
  • Date of purchase
  • Reason for refund request
  • For physical returns: photos (if damage or defect is claimed)
We aim to respond within 2 business days.

6. Policy Updates

We may update this policy from time to time. The latest version will always be posted here with an updated “Last Updated” date.