Refund and Cancellation Policy

The Holding It Together Club

Last updated: 30th June 2026

This policy explains your right to cancel, when you can get a refund, and what happens if an envelope arrives damaged, wrong, or not at all. It sits alongside our Terms and Conditions, Shipping Policy, and Purchase Options Cancellation Policy, and forms part of your agreement with us.

Because The Holding It Together Club is a subscription that sends a curated envelope by post, we don't run traditional retail-style returns (there are no tags to keep, no packaging to preserve, and nothing to exchange). Instead, this policy covers the things that actually apply to a subscription: your statutory cancellation right, refunds, and putting things right when an envelope goes wrong.

Your 14-day right to cancel (cooling-off period)

If you are a consumer in the UK or the EU, you have a legal right to cancel your subscription within 14 days, for any reason and without having to justify it. This right comes from the Consumer Contracts Regulations 2013 in the UK, and the equivalent Consumer Rights Directive in the EU.

• The 14 days run from the day you (or someone you nominate) receive your first envelope.
• You can cancel for any reason. You do not have to have a fault or a complaint.
• You are allowed to open and look at the contents to see what you've received, the same way you could examine an item in a shop. Doing so does not cost you your right to cancel.

To cancel within the cooling-off period, email us at hi@holdingittogetherclub.com within the 14 days. You can use a clear statement in your own words; there's no special form to fill in.

Your refund under the cooling-off right

If you cancel within the 14 days, we'll refund what you paid for the subscription, including the standard delivery cost included in your subscription price. We'll make the refund within 14 days of you telling us you're cancelling, using the same payment method you used to order.

We may ask you to return the envelope and its contents, and we'll tell you where to send them. We may reduce your refund to reflect any loss in the value of the items caused by handling beyond what's needed to inspect them, but we won't refuse a refund simply because the envelope has been opened.

What the cooling-off right doesn't cover

A few things are excluded by law or by their nature:

• Personalised items, such as a numbered membership card made with your name, which can't be resold once made;
• Sealed items that can't be returned for hygiene reasons, once they've been unsealed;
• Envelopes received outside the 14-day window, once the cooling-off period for your first envelope has passed.

Cancelling after the cooling-off period

You can cancel or pause your subscription at any time, well beyond the first 14 days. Full details are in our Purchase Options Cancellation Policy and Terms and Conditions, but in short:

• Monthly subscriptions: cancellation takes effect after your next billing date. You won't be charged again, but you'll still receive any envelope you've already paid for.
• Pre-paid plans (3, 6, or 12 months): you can cancel at any time, but we don't refund the unused portion of a pre-paid plan except where the law requires it (such as the 14-day cooling-off period above).
• Gift subscriptions: these don't auto-renew. They simply end when the paid months run out.

If your envelope is damaged, wrong, or doesn't arrive

Please have a look at your envelope when it arrives and get in touch quickly if something isn't right.

• Damaged or faulty: if your envelope or its contents arrive damaged, email us at hi@holdingittogetherclub.com with a photo if you can, and we'll resend or refund.
• Wrong item: if you've received something clearly not meant for you, let us know and we'll put it right.
• Didn't arrive: if your envelope hasn't turned up within 14 days of dispatch (UK) or 28 days (international), email us. Our standard fix is to resend. If a resent envelope also fails to arrive, we'll refund that month. Full detail is in our Shipping Policy.

This is in addition to your statutory rights as a consumer, which are not affected by anything in this policy.

How refunds are made

Approved refunds are made to your original payment method. Once we've processed a refund, it can take a few days for your bank or card provider to show it, depending on them rather than us.

If you were expecting a refund and it hasn't reached you within 10 working days of us confirming it, please contact us at hi@holdingittogetherclub.com and we'll chase it up.

Questions

For anything about cancelling, refunds, or an envelope that arrived wrong, email us at hi@holdingittogetherclub.com. We aim to reply within 2 working days.