Surrey Magazine Online Last updated: June 2026
1. Our Commitment
We want you to be completely satisfied with your purchase from Surrey Magazine Online. This policy outlines your rights and our obligations in accordance with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
2. Physical Magazine Subscriptions & Print Copies
Your Right to Cancel
Under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving your first physical copy without giving any reason.
How to Cancel
To exercise your right to cancel contact us within 14 days of receiving your order:
- Email: annalisa@surreymagazineonline.co.uk
Refund Process
- Refunds will be processed within 14 days of receiving your cancellation request
- Refunds will be issued to your original payment method
- You may be asked to return any physical copies received
- Return postage costs will be covered by Surrey Magazine Online where the return is due to our error
Damaged or Incorrect Items
If you receive a damaged or incorrect item:
- Contact us within 30 days of receipt
- We will offer a replacement or full refund
- You will not be required to return damaged items in most cases
3. Digital Subscriptions & Downloads
No Refund Policy for Digital Content
In accordance with the Consumer Contracts Regulations 2013, digital content that has been accessed or downloaded is exempt from the 14 day cancellation right once:
- The download has begun
- Digital access has been granted
- You have confirmed you understand this at the point of purchase
Therefore all digital subscription purchases are non-refundable once access has been granted.
Exceptions
We will provide a refund for digital purchases where:
- ✅ A technical fault prevented you from accessing the content
- ✅ The content was significantly different from its description
- ✅ Access was never successfully granted despite payment
4. Subscription Cancellations
Ongoing Subscriptions
- You may cancel your subscription at any time
- Cancellation takes effect at the end of your current billing period
- You will retain access until your subscription expires
- No partial refunds are given for unused subscription periods
How to Cancel Your Subscription
- Log into your account at surreymagazineonline.co.uk
- Go to My Account → Subscriptions
- Click Cancel Subscription
- Or email annalisa@surreymagazineonline.co.uk
5. Gold Membership Specific Terms
Physical Copy Element
- The 4 physical copies included in Gold membership are subject to standard consumer rights
- Damaged or undelivered copies will be replaced or refunded
Digital Element
- Full digital access granted immediately upon purchase
- Digital element is non-refundable once access is granted
- Back catalogue access is included and non-refundable
6. How to Request a Refund
Contact our customer service team:
- Email: annalisa@surreymagazineonline.co.uk
- Response time: Within 2 business days
- Please include your order number and reason for request
7. Disputes
If you are unhappy with our response:
- You may escalate to Citizens Advice at citizensadvice.org.uk
- Or contact the Competition and Markets Authority
- For payment disputes contact your bank or card provider
8. Your Statutory Rights
Nothing in this policy affects your statutory rights under:
- Consumer Rights Act 2015
- Consumer Contracts Regulations 2013
- Consumer Protection from Unfair Trading Regulations 2008
This policy was last reviewed June 2026 and is governed by the laws of England and Wales.
