Refund policy
Last updated: 11 October 2026
This Returns & Refunds policy explains how to cancel an order, return an item and obtain a refund for purchases made from The Digital Den ('we', 'us', 'our'). It applies to orders placed through our online store. Nothing in this policy affects your statutory rights.
1. Your 14-day right to cancel
If you are a consumer in the United Kingdom or the European Union, you may cancel your order within 14 days of receiving your goods, without giving a reason. To cancel, tell us in writing before the 14 days expire - email iulianvisan54@gmail.com, call +44 7916 303904, or write to us at 23, Cambridge CB5 8UT, United Kingdom. Please include your order number.
You must send the goods back to us within 14 days of telling us you are cancelling. We will refund the price you paid for the item plus the standard outbound delivery charge within 14 days of receiving the returned goods or proof that you have sent them back, whichever is earlier.
2. Condition of returned items
Items must be unused, unworn, unwashed and returned in their original packaging with any tags still attached. We may reduce your refund to reflect any loss in value if the item has been handled more than is necessary to check it. For hygiene reasons, some items cannot be returned once used or opened; where this applies it will be stated on the product page before you buy.
3. Digital products and online courses
Digital products, downloadable content and online course access are delivered immediately and are not returnable. Once you have accessed, streamed or downloaded digital content, or started an online course, your 14-day right to cancel no longer applies. If you have not accessed the content, you can still cancel within 14 days and we will refund you in full.
4. Faulty, damaged or incorrect items
If an item arrives damaged, is faulty, or is not what you ordered, contact us within 30 days of delivery with your order number and, where possible, a photograph. We will arrange a replacement or a full refund, including any delivery charges, and we will cover the cost of returning the item. This is in addition to your rights under the Consumer Rights Act 2015.
5. Exchanges
If you would like a different size, colour or item, the quickest route is to return the original item for a refund and place a new order. If you would prefer an exchange, contact us first at iulianvisan54@gmail.com and we will confirm whether the item you want is in stock.
6. How to start a return
Email iulianvisan54@gmail.com with your order number and the item you wish to return. We will confirm the return address and the next steps. Please do not send items back before contacting us. We recommend using a tracked service, as we cannot refund goods that do not reach us.
7. Refunds
Approved refunds are issued to the original payment method used for the order, in GBP. We aim to process every refund within 14 days of receiving the returned item or, for cancelled orders not yet dispatched, within 14 days of your cancellation. Your bank or card provider may take a few additional working days to show the credit.
8. Return shipping costs
Unless an item is faulty, damaged or incorrect, you are responsible for the cost of returning it, and the original outbound delivery charge is not refunded. If the item is faulty, damaged or incorrect, we will cover the return cost.
9. Contact
The Digital Den
23, Cambridge CB5 8UT, United Kingdom
Email: iulianvisan54@gmail.com
Phone: +44 7916 303904