Refund, Returns & Claims Policy

Bourne Superb Policy Last Updated: Monday 15th June 2026

Bourne Superb is the e-commerce platform operated by or in support of Superb Children Academy CC, Namibia, and the broader Superb Group of Schools initiatives. This policy applies to purchases made through our official website: https://bournesuperb.com/

By placing an order through Bourne Superb, you agree to the terms of this Refund, Returns & Claims Policy.

1. All Sales Are Final

All sales made through Bourne Superb are final to the fullest extent permitted by applicable law.

Because many of our products are produced on demand, printed to order, digitally delivered, or connected to educational fundraising initiatives, refunds are not guaranteed. Refunds, replacements, or store credits may only be considered under exceptional circumstances and at the discretion of the Bourne Superb administration team, except where a refund, replacement, repair, cancellation, or other remedy is required by applicable law.

We do not offer refunds for change of mind, buyer’s remorse, incorrect product selection, incorrect size selection, accidental orders, delayed use of a digital product, or failure to read product descriptions before purchase, unless otherwise required by applicable law.

2. Products Covered by This Policy

This policy applies to:

• Print-on-demand educational books

• Physical merchandise

• Digital products

• Downloadable educational resources

• Branded Bourne Superb products

• Any other products sold through the Bourne Superb Shopify store

3. Print-on-Demand Products

Most Bourne Superb books and merchandise are produced only after an order is placed. Once an order has been submitted, confirmed, and sent into production, it cannot be cancelled, changed, returned, or refunded unless the product arrives damaged, defective, incorrect, or another qualifying issue applies under this policy.

Print-on-demand production times, supplier processing times, shipping delays, carrier delays, customs delays, or delays outside our direct control do not automatically qualify for a refund.

Customers are responsible for carefully reviewing product descriptions, sizing, colors, quantities, delivery details, and all order information before completing their purchase.

4. Digital Products

Digital products are non-refundable once purchased, downloaded, accessed, delivered, or made available to the customer.

Refunds for digital products will only be considered in exceptional circumstances, such as duplicate payment, technical payment error, incorrect charge, or failure to receive access due to an issue caused by Bourne Superb or its systems.

5. Damaged, Defective, or Incorrect Items

If your physical product arrives damaged, defective, or incorrect, you must contact us within 14 days of delivery.

Approved claims may be resolved through one of the following, at our discretion:

• Replacement of the damaged, defective, or incorrect item

• Store credit toward a future Bourne Superb product

• Partial credit

• Refund, only where replacement or credit is not appropriate or possible

To qualify for review, the item must be unused, in its original condition where possible, and supported by clear proof of the issue.

6. Claims That May Be Reviewed

Refund, replacement, or credit requests may be reviewed only in the following circumstances:

• Duplicate payment

• Technical payment error

• Incorrect charge

• Product not delivered after the stated delivery period has passed

• Damaged product received

• Defective product received

• Incorrect item received

Submitting a claim does not guarantee that a refund, replacement, or credit will be approved.

7. Non-Refundable Items and Charges

The following are non-refundable, unless otherwise required by applicable law:

• Digital products once accessed, downloaded, delivered, or made available

• Print-on-demand items once production has begun

• Products purchased by mistake

• Products ordered in the wrong size, color, quantity, or variation

• Products damaged after delivery

• Products affected by incorrect customer information, including wrong shipping address or incorrect contact details

• Shipping fees, unless otherwise approved by Bourne Superb

• Payment processing fees

• Bank charges

• Currency conversion fees

• Administrative fees

• Customs duties, taxes, or import fees

• Any third-party costs already incurred in processing, producing, or delivering the order

8. Customer Responsibility

Customers are responsible for reviewing all product details, descriptions, prices, shipping information, and order details before completing a purchase.

Customers are also responsible for providing accurate billing, delivery, and contact information. Bourne Superb is not responsible for orders delayed, lost, returned, or undeliverable due to incorrect or incomplete customer information.

If an order is returned, delayed, lost, or undeliverable because of incorrect customer information, Bourne Superb is not obligated to issue a refund. Any replacement, reshipment, or credit may be reviewed at our discretion.

9. How to Submit a Claim

All refund, replacement, or credit claims must be submitted in writing to:

admin@superbgroupofschools.org

Claims must be submitted within 14 days of the purchase date or delivery date, depending on the nature of the claim.

Your claim must include:

• Full name

• Email address used for the purchase

• Order number or payment reference number

• Date of purchase

• Amount paid

• Product name

• Reason for the claim

• Proof of payment

• Photos or videos showing damage, defect, or incorrect item, where applicable

• Any other supporting documents relevant to the claim

Incomplete claims may be delayed or declined.

10. Review Timeline

Once a complete claim has been received, the Bourne Superb administration team will review the request and aim to respond within 7 to 10 business days.

Complex claims, supplier-related issues, payment investigations, shipping disputes, or bank-related reviews may take longer.

11. Preferred Resolution: Replacement or Store Credit

Where a claim is approved, Bourne Superb’s preferred resolution is replacement of the affected product or store credit toward a future Bourne Superb product.

Refunds will only be issued where Bourne Superb determines that replacement or store credit is not suitable, available, or appropriate, or where a refund is required by applicable law.

12. Refund Method

If a refund is approved, it will usually be processed through the original payment method where possible.

Where payment was made by direct bank transfer or another manual payment method, Bourne Superb may require additional verification before processing any approved refund.

Approved refunds will only be issued to the original purchaser or original payment account unless otherwise approved in writing.

Processing times may vary depending on the payment provider, bank, or financial institution. Bourne Superb is not responsible for delays caused by banks, payment processors, or third-party providers.

13. Shipping, Return Shipping, and Inspection

If Bourne Superb requests that a product be returned for inspection, the customer must follow the return instructions provided by the administration team.

Returned items sent without prior written approval may not be accepted.

Customers may be responsible for return shipping costs unless Bourne Superb confirms in writing that the issue was caused by an error, defect, or damage covered under this policy.

14. Product Availability

If an item becomes unavailable after purchase, Bourne Superb may offer a replacement item, alternative product, store credit, or refund at its discretion.

15. Legal Rights and Consumer Protection

Nothing in this policy is intended to exclude, restrict, or limit any consumer rights that cannot legally be excluded under the laws of the Republic of Namibia or any other applicable law.

Where applicable law requires Bourne Superb to provide a refund, replacement, repair, cancellation, credit, or other remedy, Bourne Superb will comply with such legal requirements.

All other refund, replacement, return, or credit requests remain subject to this policy and will be reviewed at the discretion of the Bourne Superb administration team.

16. Governing Law

This policy is governed by the laws of the Republic of Namibia.

17. Contact

For all refund, return, replacement, or credit claims, please contact:

Bourne Superb Administration
Email: admin@superbgroupofschools.org
Website: https://bournesuperb.com/