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Refund Policy
As the creators of The Goodfellows Letter Service, we want you and your child to have an enjoyable experience. If you are unhappy with your first letter, let us know within 1 week of receiving it and we will offer a 100% refund. This includes monthly, digital, and prepaid annual subscriptions, but not our digital bundles. If your second letter has already been posted, you are no longer entitled to a refund because multiple letters have already been mailed to your address. If you are an international subscriber with very long shipping times, and your second letter has already been posted when you receive your first letter, then we will still offer you a 100% refund, even though you will receive 2 letters from us.
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Cancelling your subscription
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All subscriptions (other than our annual 12-month-prepaid non-renewing subscriptions) are set to renew automatically on the 1st of every month. Your card will be charged, and your subscription will renew, for up to a maximum of 12 months in total. If you do not want your subscription to renew, please email us at hello@thegoodfellowsletterservice or log in to your account. You can cancel your subscription at any time.
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If you would like to cancel a prepaid annual subscription, please note that you will only be refunded for the remaining amount of letters that you will not receive. If you cancel when your next letter has just been posted out, this letter will not be refunded e.g. if you cancel after 4 months, but we have just posted your fifth letter, then you will be refunded for 7 months (12mths – 5mths). Please email hello@thegoodfellowsletterservice.com to request a refund. If you cancel your subscription, you will receive a cancellation email notification stating that the account has been cancelled. If you emailed us to cancel the account for you, we will notify you that the account has been cancelled. You can also log into your account and check that your account is cancelled. If you are still being billed, you didn’t cancel your account.
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If you are approved for a refund, then we will send your refund to your credit card or original method of payment, within 7 - 10 business days.
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Damaged or lost letters
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If your letter arrives damaged, you are entitled to a refund for that particular letter. Alternately, we can mail you a replacement letter, free of charge. If your letter is taking a very long time to get to you and you feel it may have got lost along the way, contact us at hello@thegoodfellowsletterservice.com and we will investigate your postage times for you. If your letter has been lost in transit, you are entitled to a refund for that particular letter. Alternately, we can mail you a replacement letter right away, free of charge.
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Refund exemptions
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Several types of goods are exempt from a refund. Our complete 12-month digital bundles cannot be refunded. Because these are downloadable products with instant access to many files, we do not offer any refunds for these purchases if your child doesn't like them. Our gift vouchers also cannot be refunded. For products other than letters, to be eligible for a return, your item must be unused and in the same condition that you received it.
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Digital Subscriptions
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We offer the same refund policy for our digital letters, as we do for our physical letters. If your child doesn’t like their first digital letter, simply let us know within 1 week of receiving the email, and we will offer you a 100% refund.
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Pre-orders
When you purchase a pre-order, you are buying an out-of-stock or soon-to-be-available product not yet in inventory. We will collect partial or full payment at checkout, store your payment method, then fulfill and charge the full or remaining payment at a future date. You may cancel this prior to the pre-order end date, and request a refund, if your product has not been shipped yet.
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