Last updated: 8 August 2026
At Gemstars & Smiles, we want our customers to be happy with their purchases. This Refund and Returns Policy explains when refunds, returns, replacements, or other remedies may be available for products purchased through our website.
This policy does not affect any rights you may have under applicable UK consumer law.
Digital Products and Educational Content
Gemstars & Smiles offers digital and online educational products and resources, which may include:
- Digital worksheets and activity sheets
- Educational PDFs and downloadable learning resources
- Digital books and workbooks
- Flipbooks and online learning materials
- Educational music and audio content
- Other digital educational resources
Because digital products cannot normally be physically returned once they have been downloaded, accessed, streamed, or otherwise supplied, different refund rules may apply to digital purchases.
Where you are asked to agree to immediate access to digital content during the statutory cancellation period and acknowledge that this may affect or end your cancellation right once supply begins, your right to cancel may be lost once the digital content has been supplied, in accordance with applicable UK consumer law.
However, this does not affect your legal rights where digital content is faulty, not as described, or does not meet applicable legal requirements.
Problems With Digital Products
Please contact us if:
- You paid for a digital product but cannot access it.
- A download link does not work.
- A file is corrupted or cannot be opened.
- You received the wrong digital product.
- The product is materially different from its description.
- You were charged more than once for the same order.
We will investigate the issue and, where appropriate, may provide a replacement file, restore access, correct the problem, or issue a refund.
AI Homework Tutor and Online Services
Gemstars & Smiles may provide access to online educational services, including our AI Homework Tutor.
If you experience a technical problem that prevents you from accessing a paid service, please contact us so that we can investigate and attempt to resolve the issue.
Any applicable cancellation or refund rights for paid services will depend on the nature of the service, when it began, and applicable UK consumer law.
Physical Products
Where Gemstars & Smiles sells physical products, consumers may have the right to cancel eligible online purchases within 14 days of receiving the goods, subject to exceptions provided by law.
After notifying us of your cancellation, you will normally have a further 14 days to return the goods.
Returned products should be returned in reasonable condition and, where possible, with their original packaging.
Your statutory rights regarding faulty, damaged, or incorrectly described goods are not affected by this policy.
Items That Cannot Normally Be Returned
Certain products may be excluded from change-of-mind returns or cancellation rights where permitted by law. These may include:
- Digital content after supply has begun where the required consent and acknowledgement have been provided
- Personalised or custom-made products
- Sealed products that are not suitable for return for health or hygiene reasons once unsealed
- Other products or services excluded from cancellation rights under applicable UK consumer law
This does not remove any legal rights you may have if an item is faulty, damaged, or not as described.
Personalised Products
Products that have been personalised specifically for you may not normally be returned simply because you have changed your mind.
For example, this may include products customised with a customer’s:
- Name
- Photograph
- Personal message
- Custom design
- Other customer-requested personalisation
However, if a personalised product arrives damaged, defective, or does not match the approved order or description, please contact us.
Faulty, Damaged or Incorrect Physical Items
Please contact us as soon as possible if your order arrives damaged, defective, or incorrect.
When contacting us, please provide your:
- Name
- Order number
- Description of the problem
- Photographs of the item and packaging, where relevant
We will review the issue and provide an appropriate remedy in accordance with your consumer rights. Depending on the circumstances, this may include a replacement, repair, price reduction, or refund.
Refunds
Where a refund is approved, it will normally be issued to the original payment method used to make the purchase.
Please allow time for your bank, card provider, or payment provider to process the refund after it has been issued.
The time required for the funds to appear in your account may depend on your payment provider.
Late or Missing Refunds
If we have confirmed that your refund has been processed but you have not yet received it:
- Check your bank or payment account again.
- Contact your card issuer or payment provider, as processing times can vary.
- Contact your bank if necessary.
If you have completed these steps and still have not received your refund, please contact Gemstars & Smiles and provide your order details.
Sale and Discounted Items
Purchasing an item during a sale or using a discount code does not remove any statutory rights you may have under UK consumer law.
Where applicable, refunds for eligible discounted purchases will normally be based on the amount you actually paid.
Exchanges
If a physical product is faulty, damaged, or incorrect and a replacement is appropriate, please contact us before returning the product.
Do not return an item without first contacting us and receiving return instructions.
Return Shipping
For eligible change-of-mind returns, customers may be responsible for the cost of returning the product unless we state otherwise.
Where goods are faulty, damaged, incorrect, or not as described, return arrangements and costs will be handled in accordance with applicable consumer law.
We recommend obtaining proof of postage when returning an item. For higher-value products, you may also wish to use a tracked delivery service.
Please contact us before sending a return so that we can provide the appropriate return address and instructions.
Proof of Purchase
We may ask you to provide your order number, order confirmation email, receipt, or another reasonable form of proof of purchase when requesting a refund, replacement, or return.
Processing Refunds
Once we have received and, where applicable, inspected a returned product, we will notify you about the outcome of your request.
If a refund is due, we will process it using the original payment method unless another method is required or agreed.
Need Help?
If you have a question about a purchase, digital download, refund, return, replacement, or access to an educational product, please contact us.
Gemstars & Smiles
Website: gemstarsandsmiles.com
Email: contact@gemstarsandsmiles.com
Please include your order number whenever possible so that we can assist you more quickly.
Your Consumer Rights
Nothing in this Refund and Returns Policy is intended to limit or exclude rights that cannot legally be limited or excluded under UK consumer protection law.
Where there is a conflict between this policy and your statutory consumer rights, your statutory rights will apply.