Legal

Refunds and cancellation

How cancelling works for digital downloads, when we refund after a download, and how a refund is paid. These are the same terms as in our terms of use, set out on their own page.

Who we sell to

Trove sells to customers in the United Kingdom, and all prices and refunds are in pounds sterling. If you do not recognise a charge from Trove, email hello@trove.education and we will help.

Cancelling your order

You normally have 14 days to cancel a distance purchase. Because our resources are digital files delivered immediately, that right ends for each resource at the moment you download it, and you tick a box at checkout to confirm you understand that before you pay. We record which wording you agreed to, so we can always show you the exact words you accepted. Anything in your order you have not downloaded is still within the 14 days, and you can cancel just those items.

Refunds after you have downloaded

Once a resource is downloaded, a refund is at our discretion rather than your right. In practice we are generous: if a resource is faulty, will not open, or is not what the page said it was, email hello@trove.education and we will put it right or refund you. We would rather fix it than keep your money.

What happens to the file

If we do refund you, you keep the file. We do not take back access to something you have already downloaded, and we do not ask you to delete it. The one exception is a chargeback: if you dispute the payment with your bank rather than asking us, we treat that as a fraud signal and access is withdrawn.

How a refund is paid

You get back what you paid, in the form you paid it. Money comes back as money, to the card you used. Reward points you spent come back as points. If an order used both, both are returned separately, so a points-funded resource is never refunded as cash. Points the order earned are taken back. If those points have already been spent, your balance can go below zero: you can still buy as normal, but you cannot redeem points until it is back up.

Last updated: 8 October 2026. Questions about this? Email hello@trove.education.