We want you to be happy with what you buy. This policy explains how to return or exchange cards, books and toolkits bought from the Limitless shop. It is published for owner review before sales begin, and it does not affect your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.
Damaged, defective, incorrect or incomplete items
If your order arrives damaged or defective, is not what you ordered, or has missing parts, you are entitled to an appropriate remedy: a replacement, or a refund, under applicable consumer law. Please tell us at hello@limitless.institute, preferably within 3 days of delivery, with photographs of the parcel and the item where available. Reporting quickly helps us resolve the problem with the courier; it does not remove your rights if you report later. Limitless bears the reasonable cost of returning the item and of sending the replacement.
Change-of-mind returns
You may request a return within 7 calendar days of delivery for any eligible physical product: cards, books or toolkits. To be eligible, the item must be unused, undamaged and complete, and returned in its original packaging where reasonably possible. Unless otherwise stated at checkout, you pay for the return shipping of change-of-mind returns.
Items we cannot accept as change-of-mind returns
Items that have been used, written in, damaged after delivery, or returned incomplete cannot be accepted as change-of-mind returns. This does not affect your remedies for damaged, defective or incorrect items.
Sets, bundles and kits
Items sold together as a set, bundle or kit must be returned complete for a change-of-mind return. If one part of a set arrives damaged or is missing, we replace that part or the whole set.
Exchanges
If an item arrives damaged or defective, we exchange it for the same item at no cost to you. To exchange an item for a different product, return it under the change-of-mind terms above and place a new order.
How to request a return or exchange
1. Email hello@limitless.institute with your order number, the item, and the reason. For damaged or incorrect items, please include photographs. You can also use the request form on our help and contact page, which gives you a reference number.
2. We acknowledge your request within 48 hours and confirm whether the return is authorised, and how and where to send the item if we need it back. Please do not send items back until we have confirmed, so that we can match your parcel to your order.
3. When the returned item has been received and inspected, or your claim has otherwise been approved, we arrange your replacement or refund as described in our refunds and cancellations policy.
Help
We aim to resolve every request within one month. If you are not satisfied with our response, you can contact our Grievance Officer (see our help and contact page).