If something's wrong
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01 · Scope

What this policy covers

This policy applies to Physical Resets and Digital Resets purchased directly from NoCryClub. It explains the practical process for change-of-mind requests, statutory withdrawal where it applies, cancellations, non-conforming goods or digital content, returns and refunds.

It forms part of the customer information provided with the Terms & Conditions, Shipping Policy and Privacy Policy.

02 · Change of mind

The 14-day right of withdrawal does not apply to every order

Consumers buying online generally have a statutory right to withdraw from a distance contract within 14 days without giving a reason, unless a legal exception applies.

NoCryClub sells products that are personalized from the journal configuration you approve, and also sells digital content. Both categories have specific withdrawal rules explained below.

If a statutory withdrawal right applies to your purchase, you may notify us by email or use our model withdrawal form below. You do not have to use that form: any clear statement of your decision to withdraw is acceptable.

Model form · When a withdrawal right applies

Model withdrawal form

If you wish to withdraw from a contract for which the statutory withdrawal right applies, you can use the model statement below. Copy it into an email and fill in the details, or print this page and complete it on paper. Using this form is optional.

Send a completed statement to hello@nocryclub.com. For personalized goods or digital content, the applicable withdrawal exceptions described above may mean that a change-of-mind withdrawal right does not exist for a particular order. This form does not limit your rights concerning goods or digital content that do not conform to the contract.

03 · Physical Reset

Personalized Physical Resets

A Physical Reset is prepared from the personalized journal configuration you review and approve. Where the product is made to your specifications or is clearly personalized within the meaning of applicable consumer law, the statutory 14-day change-of-mind withdrawal right does not apply.

NoCryClub will not rely on that exception where the legal conditions are not met for the particular product or order. If a statutory withdrawal right applies to your order, the process described in this policy remains available to you.

A personalized product that arrives damaged, defective, incomplete, materially different from the approved configuration, or otherwise non-conforming is handled under your conformity rights rather than as a simple change-of-mind return.

04 · Digital Reset

Digital content has separate withdrawal rules

For digital content that is not supplied on a tangible medium, the statutory withdrawal right is lost only when the legal conditions are satisfied, including the customer's prior express consent to begin supply during the withdrawal period and acknowledgement that this causes the withdrawal right to be lost.

If those legal conditions have not been satisfied, NoCryClub will not treat the statutory withdrawal right as waived merely because the product is digital.

This is separate from your rights if a Digital Reset is missing, inaccessible, materially incorrect, corrupted, or otherwise does not conform to the contract.

05 · Before fulfilment

If you want to cancel, contact us as soon as possible

If you notice an ordering mistake or want to ask whether an order can be stopped, contact us immediately. We may be able to cancel an order before physical production begins or before digital supply starts, but we cannot promise that an accepted personalized order can always be changed or stopped in time.

If we agree to cancel an order before fulfilment, any refund due will be processed using the method described in the Refunds section below.

06 · Physical problems

Damaged, wrong, incomplete or non-conforming Physical Resets

Contact us if your Physical Reset arrives with a material printing defect, damaged binder, missing components, the wrong personalized pages, transport damage, or another issue that means it does not conform to what was agreed.

Depending on the issue and applicable law, the appropriate remedy may include correcting the problem, replacing the affected item, a proportionate price reduction, cancellation of the affected contract, or a refund. Consumer law generally gives repair or replacement priority where those remedies are possible and proportionate.

Photos can help us understand physical damage or a packing mistake more quickly, but asking for helpful evidence does not remove your statutory rights or create an additional legal condition that does not exist.

07 · Digital problems

Missing, inaccessible or non-conforming Digital Resets

If the Digital Reset you paid for is not delivered, cannot be accessed as promised, is corrupted, or materially differs from the purchased configuration, contact us with your order number and a short description of the problem.

Where digital content does not conform to the contract, consumer law may require the trader to bring it into conformity. If that cannot be done, is refused, takes too long, causes significant inconvenience, or the non-conformity is sufficiently serious, other remedies may include a price reduction or ending the contract and receiving the refund required by law.

08 · Start a request

Contact us before sending a physical item anywhere

Email hello@nocryclub.com and include:

• Your name and the email address used for the order.
• Your NoCryClub order number, if available.
• Whether the issue concerns a Physical Reset or Digital Reset.
• A short description of what happened and what outcome you are requesting.
• Photos or screenshots where they are useful for understanding the problem.

If your request is an eligible statutory withdrawal, you can also use the model withdrawal form above. Sending a clear withdrawal statement to our contact email is equally valid. Contacting us first helps prevent a physical return from being sent to the wrong place. It does not shorten or remove any statutory deadline or legal right that applies to you.

09 · Physical returns

If a physical return is required

We will provide the appropriate return instructions and destination. Please do not send a parcel to an address found elsewhere unless we have confirmed that it is the correct return destination for your order.

Where a statutory right of withdrawal applies, goods generally need to be sent back without undue delay and no later than 14 days after you communicate the withdrawal. Where the return concerns non-conforming goods, the process and costs are governed by the consumer-remedy rules rather than the ordinary change-of-mind return rules.

10 · Return costs

Who pays for return shipping?

11 · Refunds

How refunds are handled

When a refund is legally due, NoCryClub will send it back using the same payment method used for the original transaction unless you expressly agree to another method that does not create a fee for you. Payment processing is handled through Stripe, so the time it takes for the money to appear after we issue the refund can also depend on your bank or card provider.

For a valid statutory withdrawal, the law generally requires reimbursement without undue delay and no later than 14 days after we are informed of the decision to withdraw. For returned physical goods, reimbursement may be withheld until we receive the goods back or receive evidence that they were sent, whichever occurs first, unless we offered to collect them ourselves.

Where a statutory withdrawal applies, the refundable delivery amount is normally limited to the cost of the least expensive standard delivery option offered. Extra cost caused by choosing a more expensive delivery method does not have to be refunded.

12 · Delivery issues

Lost, delayed or damaged in transit?

Delivery problems are covered in more detail by the Shipping Policy. If NoCryClub arranged the carrier, delivery risk generally remains with NoCryClub until you or a person you nominate receives the parcel.

13 · Your rights

This policy does not replace mandatory consumer law

Nothing in this policy excludes or reduces rights that cannot legally be waived. Under Latvian consumer law, consumers can generally make claims regarding non-conforming goods, services and digital content within the statutory period, including a general two-year claim period for many conformity issues.

If we cannot resolve a consumer dispute directly, information about the Latvian Consumer Rights Protection Centre and dispute-resolution options is available in the Terms & Conditions.

14 · Policy changes

If this policy changes

We may update this Returns & Refunds Policy when NoCryClub's products, fulfilment process, or legal obligations change. The effective date at the top of the page identifies the version currently published. A later policy update does not remove rights that already apply to an earlier order.