Refund Policy

Total Pro Collective Refund Policy

Purpose

This Refund Policy explains how refunds, returns and cancellations are handled for purchases made through the Total Pro Collective website. Our policy is designed to comply with Bermuda’s Consumer Protection Act 1999 and Sale of Goods Act 1978. We aim to treat customers fairly, respond promptly to issues and maintain transparency.

General Principles

  • Defectiveor misdescribed goods: Under the Sale of Goods Act, customers who receive goods that are faulty, unfit for purpose or do not match the description are entitled to return them and receive a full refund within a reasonable period  . You may be asked to demonstrate that an item is faulty, but reasonable evidence—such as a description of the defect—is sufficient  .
  • Refundprocessing time: The Consumer Protection Act considers it an unfair business practice to fail to issue a full or appropriate refund within 30 days of the customer’s request . Once your refund is approved, we will process it using the original payment method within this 30‑day
  • Change of mind: Bermuda law does not require retailers to offer refunds simply because a customerhas changed their mind about a product  . However, we may, at our discretion, offer an exchange or store credit as a goodwill 

Refunds for Digital Products

Due to the nature of digital products (e.g., downloadable documents, software or media), all sales are final once access or download links have been delivered. However, if you experience technical difficulties accessing your purchase or believe the file is corrupted, please contact us within seven (7) days. We will work with you to resolve the issue by providing a replacement file or, if necessary, a refund.

Returns and Refunds for Physical Goods

  1. Faulty or misdescribed items: If a physical product is defective, damaged in transit or does not match its description, contact us within seven (7) days of receipt. We will arrange for a repair, replacementor  When returning goods, they must be unused and in their original packaging (unless the item was faulty upon arrival). We reserve the right to inspect returned items before issuing a refund. Customers are entitled to a full refund if they return faulty goods within a reasonable time  .
  2. Return shipping: For defective or misdescribed items, we will cover return shipping costs. If the returnis accepted as a gesture of goodwill (e.g., change of mind), you may be responsible for return shipping.
  3. Partial refunds: Ifgoods have been used or a reasonable time has passed, we may offer a partial refund or price reduction instead of a full refund  . Partial refunds reflect the use or benefit you have received from the item.

Cancellations and Refunds for Courses and Services

  1. Customer cancellations: You may cancel your registration for a course or service in writing. If cancellationis received at least fourteen (14) days before the start date, we will provide a full refund of any payments made, less any non‑refundable  Cancellations made within fourteen (14) days of the start date may be eligible for a partial refund or credit towards a future course. Once a course or service has begun, refunds will be issued only in exceptional circumstances at our discretion.
  2. Company cancellations: In the rare event that we must cancel a course or service for reasons beyond our control (e.g., insufficient enrollment, instructor illness), customers will receive a full refundor the option to transfer to a different 

How to Request a Refund

To request a refund or return:

  1. Contact us: Email returns@totalprocollective.comwith your order number, contact details and a description of the issue or reason for  For invoice‑based services, include your invoice number and service description. 
  2. Awaitinstructions: We will acknowledge your request within three (3) business days and may ask for additional information (e.g., photos of a defective item). Once your request is approved, we will provide instructions for returning physical goods or confirm your refund for digital goods and
  3. Processingtime: Once we receive the returned goods (if applicable) or approve the refund, it will be processed within thirty (30) days  . Refunds will be issued to the original payment method unless otherwise 

Additional Terms

  • Proof of purchase: Wemay require reasonable proof of purchase—such as an order confirmation email, receipt or bank statement—to process a refund .
  • Non‑refundables: Customised products, perishable goods or items sold as clearance may not be eligiblefor refund unless they arrive faulty or 
  • Changes to the policy: We may update this Refund Policy occasionally to reflect changes in law, bank requirements or our business operations. The version posted on our website at the time of your purchase governs your transaction.

For questions about refunds and returns, please contact us at returns@totalprocollective.com or call our customer service line during business hours (Atlantic/Bermuda time).

SOGA .indd: https://www.gov.bm/sites/default/files/Guide%20to%20the%20Sale%20of%20Goods%20Act%20for%20Retailers.pdf

Consumer Protection Act 1999: https://www.bermudalaws.bm/Laws/Consolidated%20Law/1999/Consumer%20Protection%20Act%201999

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