Refund and Returns Policy
Last updated: 02.11.2026
This website is operated by POLYGEX LTD, company number 17236783, registered at 128 City Road, London, United Kingdom, EC1V 2NX. Contact: info@savorroots.net.
This Refund and Returns Policy explains the circumstances in which refunds may be available for digital content purchased through savorroots.net (the “Platform”).
The Platform primarily provides digital products, including recipes, videos, printable materials, tutorials, and other digital content.
1. Digital Products
All products offered through the Platform are digital goods and are supplied electronically.
Because digital content cannot generally be physically returned, we do not accept physical returns.
However, this does not affect any mandatory statutory rights you may have under applicable consumer protection law.
Digital content may be made available immediately after purchase. Where applicable law requires it, customers will be asked to expressly consent to the immediate supply of digital content and acknowledge the consequences this may have for any statutory cancellation or withdrawal right.
2. When a Refund May Be Available
Subject to applicable law, we may provide a refund where:
- the purchased digital content is defective, corrupted, or materially unusable;
- the purchased content cannot be accessed or downloaded because of a technical problem attributable to the Platform;
- the content supplied is materially different from its description;
- the same purchase has been charged more than once;
- a refund is otherwise required under applicable consumer protection law;
- we otherwise determine that a refund is appropriate in the circumstances.
Where digital content does not conform to the contract, customers may have statutory remedies available to them, which may include repair, replacement, price reduction, or a refund, depending on the circumstances and applicable law.
3. Change of Mind and Mistaken Purchases
Subject to mandatory statutory rights, refunds are generally not provided solely because a customer:
- changes their mind after accessing or downloading digital content;
- purchases the wrong product;
- decides that they do not like the content;
- fails to review the product description before purchasing;
- experiences compatibility problems caused by their own device, software, operating system, or internet connection.
Customers are encouraged to review the product description, technical requirements, format, and other available information before completing a purchase.
Nothing in this section limits statutory consumer rights that cannot legally be excluded.
4. Consumer Cancellation and Digital Content
Where UK or other applicable consumer law provides a statutory cancellation or withdrawal period, special rules may apply to digital content.
For digital content that is supplied immediately, we may request the customer’s:
- express consent to the digital content being supplied before the end of the applicable cancellation period; and
- acknowledgement that, once supply begins following that consent, any applicable statutory right to cancel may be lost or otherwise affected as provided by law.
The exact effect of immediate supply depends on the applicable consumer protection legislation and the circumstances of the purchase.
Nothing in this Policy is intended to exclude or restrict a consumer right that cannot lawfully be excluded.
5. How to Request a Refund
To request a refund, contact us at:
Please provide:
- your name and account email address;
- order or transaction number;
- name of the purchased product;
- date of purchase;
- a description of the problem;
- any relevant screenshots or other evidence, where appropriate.
We may request additional information reasonably necessary to investigate the issue.
Please submit your refund request within 14 days of the purchase date. Requests about digital content that is faulty, not as described or could not be accessed may also be made later where your statutory rights allow.
Customers should report technical problems as soon as reasonably possible after discovering them.
6. Refund Review
We will review each refund request based on:
- the nature of the problem;
- whether the content was successfully delivered or made available;
- whether the content conforms to its description;
- whether the issue was caused by the Platform or the customer’s own equipment or software;
- any applicable statutory consumer rights;
- any other relevant circumstances.
We may contact the relevant creator or seller where their input is reasonably necessary to investigate a complaint.
Our review process does not affect any mandatory statutory rights available to the customer.
We will acknowledge your request within 2 business days and tell you our decision within 5 business days of receiving all the information we need.
7. Refund Method and Processing Time
Where a refund is approved, it will normally be issued to the original payment method used for the purchase.
We will process an approved refund within 14 days of approving it. Depending on the bank or card issuer, it usually takes a further 5–10 business days for the funds to appear in the customer’s account.
We are not responsible for delays caused by banks, card issuers, or payment service providers after the refund has been processed by us.
8. Seller Responsibilities
Creators and sellers are responsible for ensuring that their digital content:
- is accurately described;
- is complete as advertised;
- is provided in the stated format;
- is accessible where the Platform is responsible for delivery;
- does not contain malware or intentionally harmful files;
- complies with applicable laws and Platform rules.
Where a refund request relates to the quality, accuracy, or functionality of seller-provided content, we may contact the relevant seller for clarification or assistance.
Legitimate refund requests will be handled in accordance with applicable law and the circumstances of the transaction.
9. Disputes
If a customer has a problem with a purchase, we encourage them to contact us first so that we can attempt to resolve the issue promptly and fairly.
Where a dispute involves a seller, we may review relevant transaction information, product information, communications, and other evidence available to us.
Nothing in this Policy prevents a customer from exercising statutory rights, contacting their payment provider, or using any legally available dispute-resolution mechanism.
We will acknowledge your complaint within 2 business days and aim to send a full response within 14 days. If a complaint is complex and needs more time, we will explain why and give a final response no later than 30 days after receiving it.
10. Fraudulent or Abusive Refund Requests
We reserve the right to investigate refund requests that appear to involve:
- fraudulent activity;
- unauthorised transactions;
- repeated abuse of refund procedures;
- false claims;
- attempts to obtain content without paying for it.
Where permitted by law, we may restrict an account or take other appropriate action in response to fraudulent or abusive activity.
11. Governing Law
This Refund and Returns Policy is governed by and construed in accordance with the laws of England and Wales, subject to any mandatory consumer protection rights that apply in the customer’s country of residence.
Nothing in this Policy is intended to exclude or restrict any statutory consumer rights that cannot legally be excluded or restricted.
12. Contact Us
For refund requests or questions regarding this Policy, please contact:
POLYGEX LTD
Company number: 17236783
128 City Road
London, United Kingdom
EC1V 2NX
Email: info@savorroots.net