Terms and Conditions

Returns & Refund Policy

Last updated: 13th February 2026

At The Exam Shelf (www.theexamshelf.com), we aim to provide high-quality educational resources and services. Please read our returns and refund policy carefully before making a purchase.

1. Digital Downloads

Due to the nature of digital products:

• All digital downloads (PDF resources) are non-refundable once the file has been accessed or downloaded.
• By completing your purchase, you acknowledge that you lose your right to cancel once the download has been made available.

This does not affect your statutory rights where applicable under UK consumer law.

If you experience a technical issue accessing your file, please contact us and we will be happy to assist.

2. Printed A3 Educational Resources (Made-to-Order Items)

Our A3 annotated resources are printed individually upon order.

As these items are produced on demand and made specifically for each customer:

• They are classified as made-to-order goods.
• They are non-refundable and non-returnable unless faulty or damaged on arrival.

This is in accordance with the Consumer Contracts Regulations 2013, which exclude custom or personalised items from the standard 14-day cancellation period.

3. Damaged or Faulty Printed Items

If your printed resource arrives damaged or defective:

• Please contact us within 7 days of delivery.
• Provide clear photographic evidence of the damage.
• We will arrange a replacement or refund where appropriate.

We are not responsible for damage caused after delivery or for normal wear and tear.

4. Incorrect Orders

Please ensure that you review your order carefully before completing your purchase.

We cannot offer refunds for:

• Accidental purchases
• Incorrect selections
• Change of mind

Unless required by law.

5. Tuition Services – Payment, Delivery & Cancellation Policy

Online Delivery of Services

All tuition sessions provided by The Exam Shelf are delivered online via video conferencing.

It is the responsibility of the student (or parent/guardian) to ensure:

• A stable internet connection
• Access to a suitable device
• A quiet and appropriate learning environment

The Exam Shelf is not responsible for technical issues arising from the student’s equipment, internet connection, or software.

For students under the age of 18, parental or guardian consent must be provided prior to tuition commencing.

Session Duration

Each tuition session is a maximum of one (1) hour unless otherwise agreed in writing.

Sessions will begin and end at the scheduled time.

If a student joins late, the session will still conclude at the originally agreed end time.

Payment in Advance

All tuition sessions must be paid for in full at the time of booking.

Bookings are not confirmed until payment has been received.

Cancellations & Rescheduling

Due to limited availability, a minimum of 24 hours’ notice is required to cancel or reschedule a session.

• Cancellations made with more than 24 hours’ notice may be rescheduled to a mutually  agreed alternative time.
• Cancellations made with less than 24 hours’ notice are non-refundable and cannot be rescheduled.

Missed Sessions

If a student fails to attend a scheduled session without prior notice:

• The session will be treated as a late cancellation.
• The full session fee will be retained.
• No refund or rescheduling will be offered.

Tutor Cancellation

In the unlikely event that The Exam Shelf needs to cancel a session:

• An alternative session time will be offered, or
• A full refund will be issued.

6. Contact Us

For any concerns regarding your order, please contact:

Email: support@theexamshelf.com

Website: www.theexamshelf.com

We aim to respond within 2 working days.