Refund policy

Return and Refund Policy — Edugate's Phonics Literacy Reading and Writing Programme

Thank you for choosing Edugate. We want you and your child to be happy with your purchase. Please read the policy below for returns, exchanges, and refunds.

  1. Scope
  • This policy applies to physical, printed phonics workbooks purchased directly from Edugate’s online store or authorized retailers listed on our site. If you purchased from a third-party marketplace, please check their return policies and contact us at support@eg-tv.com for assistance.
  • Digital products (PDFs, downloadable content, online subscription materials) are non-returnable and non-refundable except where required by law. If you believe you received a defective or incorrect digital item, contact support@eg-tv.com and we’ll work to resolve it.
  1. Eligibility for Returns
  • Only sealed and unopened boxes are eligible for refund.
  • Returns are accepted within 30 days of delivery date for sealed, unopened, and undamaged physical workbooks in their original packaging.
  • Personalized or customized workbooks (e.g., those printed with a child’s name) are final sale and cannot be returned unless defective.
  1. Defective, Damaged, or Incorrect Items
  • If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery to request a replacement.
  • To expedite a replacement, provide:
    • Your order number
    • Photos of the damaged/defective item and packaging (if applicable)
    • A brief description of the issue
  • For defective or damaged items reported within 7 days, we will arrange a replacement at no extra cost. If a replacement is not available, we will offer a full refund (including original shipping) at no extra cost.
  1. How to Initiate a Return or Replacement
  • To start a return or request a replacement, email support@eg-tv.com or use the return portal (if available). Provide your order number, item(s) to return or replace, and reason for return.
  • For approved returns, you will receive a return authorization number (RAN) and instructions for shipping the item back. Returns sent without an RAN may be delayed or denied.
  1. Shipping Costs & Restocking Fees
  • If you return an eligible sealed, unopened item for reasons other than defect or our error, the customer is responsible for return shipping costs unless we provide a prepaid label.
  • We may deduct the original shipping cost from your refund for non-defective returns.
  • A restocking fee of up to 15% may apply for returns at our discretion. No restocking fee will be charged for defective items or returns caused by our error.
  1. Refund Processing
  • Refunds are processed within 7–10 business days after we receive and inspect the returned sealed, unopened item.
  • Refunds will be issued to the original payment method. If the original payment method is unavailable, we will work with you to find an alternative refund method.
  • Allow up to one billing cycle for the refund to appear on your account statement, depending on your bank or card issuer.
  1. Exchanges
  • If you need a different level, edition, or replacement for a defective workbook, request an exchange when initiating the return or replacement. We will attempt to fulfill exchanges promptly based on available inventory.
  • If the replacement has a higher price, you will be charged the difference. If the replacement is less expensive, the difference will be refunded.
  1. Lost or Stolen Packages
  • For orders shipped with tracking, we consider packages delivered once tracking shows delivery. If a package is marked delivered but you did not receive it, contact the carrier first. If the carrier confirms loss or theft, contact support@eg-tv.com and we will investigate and assist with a replacement or refund on a case-by-case basis.
  • We are not responsible for packages sent to an incorrect address provided by the customer.
  1. Gift Returns
  • If the workbooks were a gift, the original purchaser can initiate a return. If you received a gift and the purchaser is unavailable, contact support@eg-tv.com and we will help with a gift return or exchange when possible.
  1. Questions & Contact
  • For help, email support@eg-tv.com (include your order number and a clear description of the issue to speed assistance). Our support hours are listed on our website.
  1. Changes to This Policy
  • We may update this policy occasionally. The version posted at the time of your purchase governs your order. We will not apply changes retroactively to completed purchases except where required by law.

Quick summary (for packaging or product page)

  • Only sealed, unopened boxes eligible for refund
  • 30-day returns for sealed, unopened workbooks in their original packaging
  • Defective or damaged items: report within 7 days for replacement
  • Return shipping paid by customer unless item is defective or we made an error

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