Refund policy

Last updated: August 1, 2026

Thank you for purchasing from UnleashGo.

This policy explains how refunds, withdrawals, replacements, and returns are handled for:

• UnleashGo digital guides, journals, trackers, and workbooks;
• Quiet Walks Club apparel and other physical print-on-demand products.

Nothing in this policy limits any mandatory consumer rights that apply under the law of your country.

1. Digital Products

UnleashGo digital guides, workbooks, journals, trackers, previews, and downloadable resources are supplied electronically.

No physical book or printed workbook will be shipped unless a product page expressly states otherwise.

Right of Withdrawal for Digital Content

Consumers located in the European Union normally have a 14-day right to withdraw from a distance contract.

For digital content supplied without a physical medium, this right may end once access or downloading begins, provided that the customer:

• expressly consented to immediate delivery during the withdrawal period;
• acknowledged that beginning access would result in the loss of the right of withdrawal;
• and received confirmation of that consent and acknowledgement.

If you have not accessed or downloaded the digital product, you may contact us within 14 days of purchase to request withdrawal where applicable.

Once access or downloading has begun following valid consent and acknowledgement, we do not normally provide a refund merely because you changed your mind, no longer need the resource, or did not fully use it.

The European withdrawal rules for digital content depend on express consent, acknowledgement of the loss of the right, and confirmation being provided to the consumer. (European Union)

Digital Product Problems

Please contact us when:

• you received the wrong file ;
• the file is corrupted;
• the file cannot reasonably be opened;
• the download was not supplied after successful payment;
• you were charged more than once for the same order;
• essential files described on the product page are missing;
• or the product is materially different from its description.

We may first attempt to resolve the problem by:

• restoring access;
• sending the correct file;
• replacing a corrupted file;
• providing reasonable technical assistance;
• or supplying a corrected version.

If we cannot bring the digital product into conformity within a reasonable time, without charge and without significant inconvenience, you may be entitled to a price reduction or refund under applicable consumer law.

Digital content is covered by legal conformity protections. Under EU rules, consumers generally have a minimum two-year legal guarantee when paid digital content is faulty, not as advertised, or does not work as reasonably expected.

Situations That Do Not Normally Qualify for a Digital Refund

Subject to mandatory consumer law, a refund will not normally be issued because:

• you changed your mind after accessing the files;
• you did not read or complete the resource;
• you expected a physical book despite the product being clearly described as digital;
• you lack compatible equipment or software that was disclosed before purchase;
• you expected a guaranteed behavioural result;
• your dog did not respond in the way you hoped;
• you shared, copied, redistributed, or used the files in breach of the licence;
• or you purchased a product that does not match your needs despite its intended audience and limitations being clearly explained.

UnleashGo resources provide general educational guidance. They do not guarantee a particular behavioural outcome.

Duplicate Purchases

If you accidentally purchased the same digital product more than once using the same customer details, contact us promptly.

After verifying the orders, we may refund the duplicate charge.

Purchasing the Wrong Digital Product

Contact us as soon as possible if you purchased the wrong product.

Please do not access or download the incorrect file.

Where the file has not been accessed, we may review whether cancellation, exchange, or another reasonable solution is possible. We cannot guarantee an exchange once the digital content has been accessed.

2. Quiet Walks Club Apparel

Quiet Walks Club clothing and accessories are physical products manufactured after an order is placed.

Production on demand does not remove any mandatory withdrawal, return, or legal-guarantee rights that apply to the customer.

EU Right of Withdrawal for Standard Apparel

Consumers covered by European distance-selling rules generally have 14 days after receiving a standard physical product to notify us that they wish to withdraw from the purchase.

After notifying us, the product must generally be returned within the applicable legal period.

Unless we agree otherwise or the item is defective or incorrect, the customer is responsible for the direct cost of returning the product.

Where a valid withdrawal applies, we refund:

• the price paid for the returned product;
• and the cost of the least expensive standard delivery method offered for the original order.

Additional delivery costs resulting from choosing an expedited or premium shipping method are not normally refundable.

We may wait until we receive the returned item, or proof that it has been sent back, before completing the refund.

European consumers generally have 14 days after delivery to withdraw from an online purchase. Return costs can be charged to the customer when this was disclosed beforehand, while the merchant must refund the original standard delivery cost. 

Condition of Returned Apparel

You may inspect and try on an item as you reasonably would in a physical shop.

Returned apparel should be:

• unworn beyond a reasonable fitting;
• unwashed;
• free from stains, odours, pet hair, and damage;
• and returned with any original labels or packaging reasonably available.

A reduction may be applied when the value of an item has decreased because it was handled beyond what was necessary to inspect its nature, characteristics, size, or fit.

Customers Outside Mandatory Withdrawal Jurisdictions

For customers who are not covered by a mandatory statutory change-of-mind right, UnleashGo does not currently offer general returns or exchanges for:

• choosing the wrong size;
• choosing the wrong colour;
• changing your mind;
• or deciding that you no longer want the item.

Please review the product description and size guide carefully before ordering.

This does not affect claims relating to defective, damaged, incorrect, or materially misdescribed products.

Exchanges

We do not currently operate a direct size-exchange system.

Where you have a valid right to return an item, you may return the eligible product and place a separate order for the preferred size or colour.

Do not return an item before receiving return instructions from UnleashGo.

3. Personalized Products

If UnleashGo later offers products containing a customer-selected name, photograph, phrase, custom artwork, or another individual specification, those products may be excluded from the statutory change-of-mind right where permitted by law.

This exception does not remove your rights when a personalized item is defective, damaged, incorrectly produced, or materially different from the approved specification.

European law distinguishes clearly personalized or customer-specified products from ordinary standard goods.

4. Damaged, Defective, or Incorrect Physical Products

Contact us as soon as reasonably possible if your physical order:

• arrives damaged;
• has a printing or manufacturing defect;
• contains the wrong product;
• contains the wrong size or colour compared with the order confirmation;
• or is materially different from the product description.

Please provide:

• your order number;
• the email address used at checkout;
• a description of the problem;
• photographs showing the full item;
• photographs clearly showing the defect or error;
• and photographs of the packaging when relevant.

After reviewing the claim, we may provide an appropriate remedy such as:

• a replacement;
• correction;
• price reduction;
• or refund.

You will not be charged necessary return or replacement costs when a product is confirmed to be defective, incorrect, or non-conforming.

Physical consumer goods sold in the EU are protected by a minimum two-year legal guarantee against faults and non-conformity; the seller, rather than the fulfillment provider, remains responsible to the customer. 

5. Packages Lost in Transit

If tracking shows that a package has not arrived within a reasonable period, contact us with your order number.

We will review:

• the tracking history;
• the delivery address entered at checkout;
• the carrier information;
• and the fulfilment status.

If an order is confirmed as lost in transit, we will determine an appropriate remedy in accordance with applicable consumer law.

UnleashGo is not responsible for delivery problems caused by an incorrect or incomplete address supplied by the customer, although we will try to help identify a practical solution.

6. Refused, Unclaimed, or Undeliverable Packages

A package may be returned because :

• the delivery address was incorrect or incomplete;
• the customer refused delivery;
• the package was not collected;
• or the carrier could not complete delivery.

Contact us if this happens.

Additional shipping costs may apply if the order must be sent again for reasons not caused by UnleashGo, the fulfilment provider, or the carrier.

Any mandatory statutory rights remain unaffected.

7. Mixed Orders

An order may contain both:

• a digital product;
• and a Quiet Walks Club physical product.

The two parts of the order are treated separately.

Returning or cancelling an eligible physical item does not automatically cancel or refund digital content that has already been accessed.

Digital files are delivered electronically, while apparel is manufactured and shipped separately.

8. How to Request a Return, Refund, or Withdrawal

Before returning anything, contact UnleashGo at:

Email : info@unleashgo.com
Order-support page : https://unleashgo.com/pages/unleash-go-contact-us

Include:

• your full name ;
• order number;
• email used at checkout;
• product concerned;
• reason for your request;
• and supporting photographs when relevant.

We will provide instructions after reviewing the request.

Do Not Send Returns Without Authorization

Do not send products to:

• the address printed on the parcel;
• a fulfilment centre;
• the manufacturer;
• or another third-party address

unless UnleashGo has specifically instructed you to do so.

Sending a return to an unauthorized address may delay or prevent processing.

9. Refund Processing

Approved refunds are normally issued to the original payment method.

For a valid European withdrawal, reimbursement must generally be initiated within 14 days after we are informed of the withdrawal. For physical goods, we may withhold reimbursement until the returned product or evidence of return has been received. 

After we issue a refund, your bank, card provider, PayPal, Klarna, or another payment provider may require additional processing time before the funds appear in your account.

Shipping costs are refundable only when required by law or expressly approved by UnleashGo.

10. Order Changes and Cancellations

Contact us immediately if you need to change or cancel a physical order.

Print-on-demand production may begin shortly after the order is accepted. We cannot guarantee that changes or cancellations can be made after production has begun.

This operational limitation does not remove any mandatory statutory rights that apply after delivery.

Digital orders may be impossible to cancel once access has begun under the conditions described in the Digital Products section.

11. Legal Rights

This policy does not exclude, restrict, or replace rights that cannot legally be waived.

Where this policy conflicts with mandatory consumer-protection law, the mandatory law applies.

EU Model Withdrawal Form

Complete and send this form only if you wish to withdraw from an eligible contract.

To:
UNLEASH GO
2 GRAND–PLACE, 7390 QUAREGNON BELGIUM
info@unleashgo.com

I hereby notify you that I wish to withdraw from my contract for the following product or products:

Product:
Order number:
Ordered on:
Received on, if applicable:
Customer name:
Customer address:
Customer email:
Date:
Signature: Only required when submitted on paper.

A consumer may use a model form or another clear written statement to exercise an eligible right of withdrawal. Belgian e-commerce guidance warns that failing to provide a withdrawal form can be unlawful.