Refund & Cancellation Policy

Last updated 17 September 2026.

Writing and sealing a letter by email is free — there's nothing to refund there. This page covers the three things that do involve payment: postal delivery, the Amāna Store, and support-the-project tips. If you're in the UK or EU, nothing here removes rights you already have under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013 (CCR 2013) — where we go further than those require, we say so.

Postal letters (the £5 fee)

Statutory 14-day right: under the Consumer Contracts Regulations 2013, you have 14 days from payment to cancel for any reason and get a full refund — this applies regardless of how far away your chosen return date is. Because a postal letter is a service to be performed on a future date you choose (often months away), we don't ask you to waive this right, so it stands in full.

Beyond 14 days, until we hand it to our printing and postal partner: you can still cancel from your dashboard for a full refund. This is us going beyond the legal minimum — once the statutory window closes, the law would let us treat the fee as earned since the service hasn't technically started, but nothing has actually been spent on your behalf either, so we don't see a reason to keep it. In practice, since your letter is only sent for printing roughly 10–15 days before your chosen date (never on the day itself — see below), this window is often several months long.

Once it's been sent to our printing and postal partner: we can't offer a refund. At that point the service has been performed — paid for, printed, and put in the post — which is the standard exception to cancellation rights under CCR 2013 for a service completed with your consent. Cancelling in your dashboard after this point will stop it appearing in your account as outstanding, but can't recall a piece of physical mail already on its way.

If a postal letter never arrives, or arrives damaged, because of an error on our end, email us — we'll make it right, refund or resend, case by case.

Bulk or institution orders (mosques, schools) follow the exact same rule, applied per letter — each individual letter in a bulk order can be cancelled under the same terms as any other, right up until that specific letter is sent for printing.

Amāna Store

Change of mind: UK consumers have a statutory 14-day right to cancel an online goods order for any reason, starting from delivery. Return the item unused and in its original condition within 14 days of telling us you want to cancel, and we'll refund the item price (you cover return postage, unless the item is faulty — see below). This right doesn't apply to anything made or personalised specifically for you.

Faulty or damaged items: your statutory rights under the Consumer Rights Act 2015 apply in full and can't be excluded by anything on this page — a right to a repair, replacement, or refund depending on when the fault is discovered and whether an earlier fix worked.

To start either of the above, email support@amanaletters.com with your order details.

Buy us a coffee (Ko-fi)

Tips through Ko-fi are a voluntary gift to support the project, not a purchase of goods or a service — so the CCR 2013 cancellation rights above don't apply to them, the same way they wouldn't to a cash tip handed over in person. Tips are non-refundable, except for a genuine mistake on our end (a duplicate charge, or the wrong amount) — email us and we'll sort it out.

Payment fails or is declined

If a payment fails, nothing is charged and the letter or order is never created — just try again. You're never charged for something that didn't go through.

Contact

Questions about a payment, cancellation, or refund: support@amanaletters.com

This is a working draft written for how Amāna actually operates today, not a substitute for advice from a qualified solicitor — worth a proper legal review before relying on it at scale.