We sell four different kinds of thing — printable files, online courses, physical kits and live services — and each one has a different refund rule, because each one is delivered differently. The rule that applies to your order is shown on the product page and again at checkout, before you pay.
Who you are buying from: Watershed Learning LLC, 5900 Balcones Drive, Suite 100, Austin, TX 78731, USA. Support email: contact@watershedlearning.space.
1. Physical STEM kits
- Return window: 30 days from the date the parcel is delivered.
- Condition: unused and complete, with all components and packaging. A kit with consumables opened or used cannot be returned unless it arrived damaged or faulty.
- Return authorisation: email contact@watershedlearning.space before sending anything back. We will send a return authorisation and the return address. Parcels sent back without authorisation may not be traceable to your order.
- Return postage: if you are returning a kit because you changed your mind, you pay the return postage. If the kit arrived damaged, faulty, incomplete or was not what you ordered, we pay — we will send a prepaid label or refund your postage cost.
- Damaged or wrong items: tell us within 14 days of delivery and send a photo if you can. You choose: replacement or refund.
- Refund timing: we process refunds within 5 business days of receiving the returned kit, or within 5 business days of agreeing a refund for a damaged or wrong item. Your bank or card issuer may take a few more days to show it.
- Refunds go back to the original payment method.
2. Printable files and digital downloads
- Because the file is delivered to you immediately, we do not offer change-of-mind refunds once a file has been downloaded or accessed. This is disclosed on every digital product page and at checkout before you pay.
- If you have not downloaded the file, contact us within 14 days and we will refund you in full.
- If a file will not open, is corrupt, is missing pages, or is not what the product page described, contact us — we will fix or replace it, and if we cannot, we will refund you.
- If you were charged twice, or the download never reached you, tell us and we will correct it promptly.
- Nothing here removes rights you have under mandatory consumer law.
3. Self-paced online courses
- You may request a refund within 7 days of enrolment, provided you have consumed less than 20% of the course.
- How consumption is measured: the percentage of lessons marked complete in your account, plus any downloadable course files you have taken. Whichever is higher is the figure we use.
- Downloading the full course workbook counts as consumption, because it is the substantial part of the material.
- After 7 days, or once you pass 20%, the enrolment is final.
- If the course does not work — lessons will not load, files are broken, access was never granted — that is not a change-of-mind refund. Contact us and we will fix it or refund you regardless of how far through you are.
4. Live services: consultations and workshops
- Reschedule or cancel free of charge up to 24 hours before the scheduled start time.
- Cancelling inside 24 hours, or not joining within 15 minutes of the start time, means the session is treated as delivered and is not refunded.
- If we have to move a session, you can pick a new time or take a full refund — your choice.
- For custom plan work, the terms are on the product page: full refund before the scoping call, and the portion covering that call is not refundable once it has taken place.
5. School and custom work
Cancellation, milestones and payment terms for school reviews and custom curriculum development are set out in the signed proposal or statement of work for that project, not in this store policy. Nothing is charged before a written scope is approved.
6. Duplicate charges, non-delivery and our mistakes
If you are charged twice, charged the wrong amount, or do not receive what you paid for, contact us. We will investigate and correct it promptly, and we will not ask you to prove it twice.
7. Your legal rights
This policy sits alongside your legal rights as a consumer — it does not replace them. We will never claim that no refunds are available under any circumstances, because that is not how consumer law works.
8. How to request a refund
- Email contact@watershedlearning.space or use the contact form.
- Include your order number and which item the request relates to.
- Tell us briefly what went wrong. You do not need to justify a change-of-mind return within the windows above.
- We reply within 1–2 business days and tell you what happens next.
Questions about this policy? Contact us at contact@watershedlearning.space or through the contact form. We reply within 1–2 business days during Monday–Friday, 9:00am–5:00pm.