Returns & Refunds Policy
Last updated: 30 July 2026
Owner: Little Star Design Studio Ltd
Websites: littlestar.studio and thedoguk.com
Contact: info@littlestar.studio
This Returns & Refunds Policy applies to products and services purchased directly from Little Star Design Studio Ltdthrough:
littlestar.studio
and
thedoguk.com
It covers products and services offered through Little Star Design Studio and The D.O.G. – Dedicated Online Guardians.
We want you to be happy with your purchase. If something is wrong with an order, please contact us and we will do our best to resolve the issue promptly.
Nothing in this policy affects your statutory rights under UK consumer law.
1. Physical Products
If you are purchasing as a consumer, you will normally have the right to change your mind and cancel an online purchase of physical goods within 14 days of receiving them, subject to the exceptions provided by law.
To exercise your right to cancel, please contact us within the applicable cancellation period.
After telling us that you wish to cancel, you must return the goods within the period required by law.
Unless the goods are faulty, damaged, incorrect or not as described, you will normally be responsible for the cost of returning them.
Products should be returned in a condition that allows us to assess and, where appropriate, resell them.
You may handle a product to the extent reasonably necessary to establish its nature, characteristics and functioning. If the value of a product has been reduced because it has been handled beyond what would reasonably be permitted in a shop, we may be entitled to make an appropriate deduction from the refund.
2. Books
Books purchased directly from Little Star Design Studio Ltd may be returned in accordance with the physical product terms above.
Please take reasonable care of books while they are in your possession.
If a book arrives damaged, faulty, incorrectly printed or is not the product you ordered, please contact us as soon as possible so that we can arrange an appropriate replacement or refund.
Photographs of damaged or incorrectly supplied items may be requested to help us resolve the issue with our printing or fulfilment provider.
3. Products Purchased Through Other Retailers
Some of our books or other products may be available through third-party retailers or marketplaces, such as Amazon.
If you purchased a product directly from another retailer, your purchase contract is normally with that retailer and returns should generally be requested through the retailer from which the product was purchased.
The retailer's own returns procedure will apply, together with any statutory rights you have.
We are always happy to help if you are unsure where your order was placed.
4. Faulty, Damaged or Incorrect Physical Products
If a product purchased directly from us is:
faulty
damaged
not as described
incorrectly supplied
otherwise not of satisfactory quality
please contact us.
Depending on the circumstances and your statutory rights, we may offer:
a replacement
a repair where appropriate
a full or partial refund
another remedy required by law
Please provide your order number and a brief description of the problem.
We may also ask you to provide photographs where this will help us understand the issue.
Where goods are faulty, damaged, incorrect or not as described, we will not require you to bear return costs where the law requires those costs to be borne by us.
5. Personalised and Bespoke Products
The statutory right to change your mind does not normally apply to goods that are made to your specifications or clearly personalised, subject to applicable law.
This does not affect your rights if a personalised or bespoke product is faulty, damaged or not as described.
Where a product is personalised, we will make this clear before purchase where appropriate.
6. Digital Downloads
Digital products may include:
printable resources
activity packs
educational resources
downloadable PDFs
creative resources
digital teaching materials
other downloadable content
Different cancellation rules apply to digital content.
If you are purchasing as a consumer and ask us to provide digital content immediately during the statutory cancellation period, we may ask you to expressly consent to supply beginning immediately and acknowledge that you will lose your right to cancel once supply begins.
Where you have provided the legally required consent and acknowledgement and supply has begun, you will no longer have the statutory 14-day cancellation right for that digital content.
If the required consent and acknowledgement have not been obtained, your statutory cancellation rights will not be removed simply because digital access has been provided.
This does not affect your statutory rights where digital content is faulty, not as described or does not meet the standards required by law.
7. Problems With Digital Products
If a digital product you have purchased from us:
cannot be accessed
is corrupted
is incomplete
is materially different from its description
contains a technical fault that prevents reasonable use
please contact us.
We will normally try to resolve the problem by providing a corrected file, replacement download or restored access.
Where the issue cannot reasonably be resolved, we will provide any refund, price reduction or other remedy required under applicable UK consumer law.
8. The D.O.G. Programme
The D.O.G. – Dedicated Online Guardians is a licensed educational programme operated by Little Star Design Studio Ltd.
A programme licence may include access to digital educational content such as:
digital classroom stories
facilitator packs
lesson plans
printable resources
parent resources
certificates
posters
classroom materials
supporting programme resources
updates supplied during the applicable licence period
The exact materials included will be stated when the licence is purchased.
The programme may also offer physical products separately, including printed books.
9. D.O.G. School and Organisational Licences
School and organisational licences are primarily business-to-business arrangements and may be subject to a separate School Licence Agreement.
The applicable licence agreement will set out matters including:
licence duration
permitted users
permitted use of resources
payment
cancellation
renewal
termination
access to programme materials
Where a school or organisation purchases The D.O.G. programme, the School Licence Agreement should be read alongside this policy and our general Terms and Conditions.
Where there is a conflict concerning the operation of a school licence, the specific School Licence Agreement will take precedence.
Consumer cancellation rights do not automatically apply to purchases made wholly or mainly for business or professional purposes.
10. Individual or Family Programme Purchases
If we offer The D.O.G. or another educational programme directly to individual consumers or families, applicable consumer cancellation rights will apply.
Where the programme contains digital content supplied immediately, we will obtain any consent and acknowledgement required before the statutory cancellation right for that digital content is lost.
Physical products supplied as part of a consumer purchase may have separate cancellation and return rights.
11. Physical and Digital Bundles
Some products may include both physical goods and digital content.
Where this happens, different cancellation rights may apply to the different elements of the purchase.
For example, beginning access to digital content does not necessarily remove statutory rights that apply separately to physical goods.
We will provide information about the relevant terms before purchase where necessary.
12. Workshops, Training and Sessions
Unless different cancellation terms are provided when booking, the following policy applies to workshops, training, creative sessions and similar services booked directly with us.
If you cancel at least 48 hours before the scheduled start time, we will normally provide a full refund.
If you cancel less than 48 hours before the scheduled start time, the booking may be non-refundable.
If you do not attend a booked session, a refund will not normally be provided.
We may consider exceptional circumstances at our discretion.
Where statutory cancellation rights apply to a particular consumer service booking, those rights will take precedence over this policy.
13. If We Cancel a Workshop or Service
Occasionally, we may need to cancel or reschedule a workshop, training session or other service because of illness, insufficient attendance, venue problems or circumstances outside our reasonable control.
Where we cancel a paid service, we will normally offer you:
an alternative date
a suitable alternative service
a refund of the amount paid for the cancelled service
We are not responsible for unrelated expenses you incur unless the law requires otherwise.
14. Delivery Problems
If a physical order has not arrived within the expected delivery period, please contact us.
We will investigate with the relevant delivery or fulfilment provider.
Where goods are lost in transit, we will provide the appropriate replacement or refund in accordance with your legal rights and the circumstances of the order.
Please ensure that the delivery information provided when ordering is accurate.
If an order is returned to us because incorrect or incomplete delivery information was provided, additional delivery charges may apply before the order is resent.
15. How to Request a Return, Cancellation or Refund
For purchases made directly from us, please contact:
refund@littlestar.studio
Please include:
your name
your order number or invoice number
the product or service purchased
the reason for contacting us
photographs where relevant for damaged or faulty physical products
We will respond as soon as reasonably possible.
If your purchase was made by a school or organisation, please also provide the name of the school or organisation.
16. Returning Physical Products
If we ask you to return a product, we will provide the appropriate return information.
Please package returned goods carefully.
We recommend obtaining proof of postage when returning an item.
Where you are responsible for the cost of returning goods, that cost will not normally be refunded.
Where goods are faulty, damaged, incorrect or not as described, we will deal with reasonable return costs in accordance with applicable law.
17. Refund Payments
Where a refund is due, it will normally be made using the original payment method where possible.
Refund processing times may depend on your bank, payment provider or website payment platform.
Where consumer cancellation rights apply, refunds will be made within the timescales required by law.
For cancelled physical orders, any standard outbound delivery charge that must legally be refunded will be included where applicable. Additional amounts paid for enhanced or premium delivery may not be refundable beyond the standard delivery amount required by law.
18. Exchanges
Where appropriate, we may offer an exchange instead of a refund.
You are not required to accept an exchange where you are legally entitled to a refund.
19. Sale and Promotional Items
Your statutory rights apply to sale and promotional products in the same way as other products.
A reduced price does not remove your rights where a product is faulty, damaged or not as described.
Where a promotional offer has separate terms, those terms will be provided alongside the offer.
20. Your Statutory Rights
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or replace rights provided to consumers under applicable UK law.
Depending on the nature of your purchase, relevant legislation may include the:
Consumer Rights Act 2015
and
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
You can find general information about consumer rights through GOV.UK consumer rights guidance.
21. Changes to This Policy
We may update this Returns & Refunds Policy from time to time to reflect changes to:
our products
our services
The D.O.G. programme
our delivery methods
our website platforms
applicable law
regulatory guidance
The current version will be published on our Websites with the latest revision date shown at the top.
Changes will not retrospectively remove rights that have already arisen.
22. Contact Us
If you have a question about a return, refund or cancellation, please contact:
Little Star Design Studio Ltd
18 Crossparks
Dartmouth
Devon
TQ6 9HP
United Kingdom
Returns and refunds: refund@littlestar.studio
General enquiries: info@littlestar.studio
This policy applies to purchases made directly through:
Little Star Design Studio
littlestar.studio
The D.O.G. – Dedicated Online Guardians
thedoguk.com
The D.O.G. is an educational programme created and operated by Little Star Design Studio Ltd.