Refund and Returns Policy
Returns & Refund Policy
Last updated: 3rd September 2026
Thank you for shopping with Onwards and Upwards Psychology! We strive for customer satisfaction and want you to be happy with your purchase. Please review our policy below for physical books and digital downloads.
Physical Items
(e.g. Card Decks, Books, Flip Chart, Hangers)
Returns:
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Wrong Order Returns: Our orders are packed every Sunday morning. Should we receive and confirm notice of your changed order before it is packed, customers are eligible for a refund. Once shipped, standard return policy applies. Refunds will be issued to the original payment method.
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Change-of-mind returns: All physical book sales are final once shipped. We do not accept returns or offer refunds once they have been shipped and received simply because you changed your mind, ordered the wrong item, or no longer want the book, except where required by law.
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Non-returnable items: Sale/clearance items, gift cards, and signed or personalized copies are final sale unless defective.
Damaged Orders: We take every effort to package your books safely. However, if your book ends up damaged in transit, kindly do contact us with photos of the damage, and we will seek to replace this within 7 days.
Wrong Order Received: Every now and then, your very human packers may pack a wrong book in your order. Please contact us within 7 days of receiving your order, and we'll seek to rectify this within 7 days.
How to Start a Physical Return
- Email info@onwardsandupwardspsychology.com.au with your order number and reason for return.
- We’ll send you a return authorization and shipping instructions.
- Pack the book securely and ship it back within 7 days of receiving authorization.
- Once received and inspected, your refund will be processed.
Digital Downloads
- Due to the nature of digital products, all sales are final once a file has been downloaded or accessed.
- Exceptions: We will issue a refund or replacement if:
- The file is corrupted, defective, or unable to open.
- You were charged multiple times for the same item due to a technical error.
- The wrong item was delivered.
- Refund request window: Requests for the above issues must be made within 14 days of purchase.
- How to request: Email info@onwardsandupwardspsychology.com.au with your order number and a description of the issue. We may ask for a screenshot or error message to help troubleshoot before issuing a refund.
- No returns for change of mind: Because digital files can be copied, we cannot accept returns or exchanges simply because you changed your mind or purchased the wrong format by choice
Contact Us
If you have any questions about a return, refund, or exchange, we’d love for you to reach out and communicate with us to reach a resolution:
Email: info@onwardsandupwardspsychology.com.au
Response time: We aim to respond within 3 business days
This policy may be updated from time to time. Any changes will be posted on this page with a revised “Last updated” date.