Refund policy

Your right to cancel (statutory withdrawal right)
As an EU consumer, you have a legal right to cancel your order and receive a full refund within 14 days of receiving your goods, without giving any reason. We go beyond this legal minimum: you have 30 days from receipt of your parcel to return or exchange your item.

To return or exchange an item, it must be in its original condition: clean, unworn, unwashed, and unused, with all original packaging, tags, and labels attached. Please note: for hygiene reasons, swimwear must still have its original hygiene/sanitary sticker in place and unremoved — under EU consumer law, sealed goods that are unsealed after delivery for health or hygiene reasons are not eligible for return once the seal is broken.

To start a return or exchange, please complete our exchange form within 30 days of receiving your parcel.

How you'll be refunded
Where you are entitled to a refund, we will refund you using the same payment method you used for your original purchase, within 14 days of receiving the returned item (or of you providing proof of return postage, if earlier). We will only issue store credit/a Burnt Studios voucher instead if you expressly ask us to or agree to this option.

Please note: original shipping costs are non-refundable, and you are responsible for the cost of returning the item to us unless the item is faulty or not as described.

Faulty or misdescribed items
Separately from the above, if an item is faulty, damaged, or not as described, you have additional legal rights under EU consumer protection law (including a right to a repair, replacement, or refund), regardless of the 30-day window above. Please contact us at support@burnt.co if this applies to you.

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Refund Policy for Half Marathon & Full Marathon Run Programs

Because these programs are digital services, please note: by starting the program, you agree that performance begins immediately and acknowledge that you may lose your right to withdraw once the program is fully delivered, in accordance with EU consumer law. This does not affect the guarantees below.

1. Incorrect Product Purchase
   If you accidentally purchased the wrong product, contact us at support@burnt.co and our team will help switch you to the correct program. Any price difference will be handled as follows:
   • Overpayments will be refunded to your original payment method (or, if you prefer, issued as a gift card).
   • If additional payment is required, we'll send you a secure payment link before updating your access.
2. 100% Money-Back Guarantee
   We're confident in our run programs. If you don't reach your goal by the end of the 12 weeks, you're eligible for a full refund. Terms apply — to qualify:
   • You must complete the full program, including all lessons, activities, and video content.
   • You must provide proof of all training sessions (e.g. Strava or Garmin data).
   • You must have set your goal using your starting time trial and our pace calculator (with proof of the time trial).
   • You must complete all 12 weeks consecutively.
   • You must complete a half or full marathon race, with proof of entry and finish.
   • The refund applies only to the original purchaser.
   • The guarantee excludes unforeseen events, including race cancellations or medical injury.
   • The guarantee is valid for 20 weeks from the purchase date.

This guarantee is offered in addition to, and does not replace, your statutory rights as an EU consumer.

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Refund Policy for All Other Digital Products

By purchasing and accessing a digital product, you expressly agree that delivery/access begins immediately and acknowledge that you thereby lose your 14-day statutory right of withdrawal once the download or access has started, in line with EU consumer law.

1. Incorrect Product Purchase
   If you purchased the wrong product by mistake, contact us at support@burnt.co and we'll help switch you to the right one. Price differences are handled as follows:
   • Overpayments will be refunded to your original payment method (or issued as a gift card if you prefer).
   • If additional payment is required, we'll send a secure payment link before updating your access.
2. Refunds and Exchanges
   Because you've acknowledged immediate delivery and loss of your withdrawal right, full refunds are not available for digital products once accessed, except where the product is faulty or not as described. Exchanges are permitted only where the wrong product was purchased in error.