Return & Refund Policy

1. All sales are final

Reach the Galaxy is a small independent brand. Much of what we sell is printed, personalized or produced specifically for the order that was placed, and our digital study materials are delivered instantly. For that reason all sales are generally final and we do not offer returns, exchanges or refunds for change of mind.

The one exception is set out in the next section: if we sent you the wrong item, or your item arrived defective or damaged, we will make it right.

2. If something is wrong with your order

Please contact us within 7 days of delivery if you receive:

• the wrong item, the wrong size, or the wrong colour compared with what you ordered;
• an item with a manufacturing or printing defect; or
• an item that was damaged before it reached you.

To help us investigate quickly, include your order number, the email address used at checkout, and a short description of the problem. We may ask you for photos of the item, the defect or damage, and the packaging it arrived in. Requests made more than 7 days after delivery, or without the information we need to assess the issue, may not be eligible.

Please keep the item and its packaging until your claim is resolved. Don’t send anything back to us before we’ve confirmed a return address in writing — unauthorized returns can’t be tracked or refunded.

3. How we resolve it

If we determine the problem was our fault or the fault of our production or shipping partners, we will, at our discretion, either replace the item or issue a refund. Where a replacement is offered, we cover the cost of producing and shipping it.

We aim to respond to every claim within 3 business days of receiving your photos and details. Our decision is based on the evidence provided and on the condition of the item as it left our production partner.

4. What we don’t accept returns for

We are not able to offer a return, exchange or refund for:

• change of mind or buyer’s remorse;
• ordering the wrong size, colour or style;
• accidental or duplicate purchases;
• items that no longer fit, or that you no longer want;
• normal wear, or damage caused by washing, drying, altering or using an item contrary to its care instructions;
• minor variation in colour, print placement or measurement inherent to printed apparel — screens and production runs vary slightly, and this is not a defect; or
• delays caused by carriers, customs or an incorrect address supplied at checkout.

Please check the size chart, colour options and product description carefully before you order, and ask us if anything is unclear — we’re happy to help before you buy.

5. Personalized and made-to-order items

Products that carry custom text or are otherwise personalized are produced uniquely for you and cannot be resold. Personalized and customized products are non-refundable and non-returnable unless they are defective or the personalization we printed does not match what you submitted at checkout.

Spelling, spacing and capitalization are printed exactly as you enter them, so please review your personalization text carefully before completing checkout. We cannot refund or replace an item because of a typo in the text you supplied.

6. Digital products

Our study guides, practice exams and other PDF materials are delivered electronically, by download link, immediately after payment. Digital products are non-refundable once they have been delivered or downloaded. By completing your purchase you agree to immediate delivery and acknowledge that this waives any right of withdrawal or cancellation that would otherwise apply to digital content.

If a file fails to download, arrives corrupted, or is not the product described on its page, contact us and we will send you a working copy. Download links expire for security reasons — an expired link is not a defect, and we will gladly re-issue one. Refunds are not available simply because a file has been downloaded, or because the material did not produce a particular exam or study result.

7. Order changes and cancellations

Physical orders go into production quickly. If you need to change or cancel an order, or correct a shipping address, contact us as soon as possible — we will do our best, but once an item has entered production or shipped we cannot change or cancel it.

Digital orders cannot be cancelled once the download link has been issued.

8. Lost, delayed and undeliverable packages

Delivery times are estimates, not guarantees, and transit times vary by destination. Once a package has been handed to the carrier, its progress is outside our control.

• Delayed packages. Please allow the full estimated delivery window plus a reasonable allowance for customs before contacting us.
• Packages marked delivered but not received. Check with your household, building and local carrier depot first, then let us know — we will help you open a trace with the carrier, but we are not able to refund packages the carrier records as delivered.
• Packages lost in transit. If tracking shows no movement for an extended period, contact us and we will work with the carrier to locate it or arrange a replacement.
• Undeliverable or refused packages. Orders returned to us because of an incomplete or incorrect address, an unclaimed parcel, or refusal to pay import charges may be re-shipped at your cost. Shipping fees already paid are not refundable in these cases.

9. International orders, duties and taxes

We ship to the countries listed in the shipping destination menu at checkout. Shipping fees are calculated at checkout and shown to you before payment.

Import duties, taxes and customs clearance fees are set by the destination country and are not included in the price you pay us. They are the responsibility of the recipient. We cannot predict these charges, and we do not refund them, or the original shipping fee, if a parcel is refused or abandoned at customs.

10. How refunds are issued

Approved refunds are issued through Stripe, our payment processor, back to the original payment method used at checkout. We cannot refund to a different card, account or person.

Once we issue a refund it typically appears on your statement within 5–10 business days, depending on your bank or card issuer. Refunds are made in the currency of the original transaction; we are not responsible for any difference caused by exchange-rate movement or foreign-transaction fees charged by your bank.

Where a partial refund is agreed — for example, a discount on an item with a minor cosmetic flaw you have chosen to keep — the amount is confirmed with you in writing before it is processed.

11. Contact us

Questions about this policy, or need to report a problem with an order? Reach us through our contact page and we’ll get back to you.

This policy is offered in addition to, and does not limit, any rights you have under applicable consumer protection law. See also our Terms of Service and Privacy Policy.