This policy applies to digital products purchased directly from the Gentle Words Studio website. It is intended to explain our process clearly and does not limit any rights that cannot lawfully be excluded under South African consumer law.
Last updated: 13 September 2026
Digital products
Digital products are normally delivered electronically after successful payment. Because a downloadable product cannot physically be returned, a refund will not normally be provided after the file has been successfully accessed or downloaded when the product is supplied as described and works correctly.
When we will help
Please contact us promptly if a download was not delivered, the file is corrupted or cannot be opened, you were charged more than once, or the product is materially different from its description. We will first try to replace or restore the file. Where the problem cannot reasonably be corrected, or where applicable law requires it, we will provide an appropriate refund or other remedy.
How to request assistance
Email madelaine@gentlewordsstudio.co.za with your name, order number, purchase date and a short explanation of the problem. Requests should preferably be submitted within seven days so that delivery and access records can be checked quickly.
Approved refunds
An approved refund will be returned through the original payment method. Processing times depend on the payment provider and bank. Where a statutory cancellation or refund right applies, the refund will be processed within the period required by law.
Books and third-party purchases
Books purchased from Amazon or another third-party retailer are subject to that retailer’s payment, delivery, cancellation and refund process. Please contact the retailer through which the purchase was made.
Coaching, workshops and other services
Booking, cancellation and rescheduling terms for coaching, workshops, speaking engagements and group programmes will be provided with the applicable booking or proposal. These arrangements remain subject to applicable consumer law.
Contact
For delivery problems or refund questions, contact Madelaine at madelaine@gentlewordsstudio.co.za before opening a payment dispute so that we have an opportunity to resolve the matter.