Cancellation Policy

We understand that sometimes you may need to cancel an order or booking. This policy explains how cancellations work for online shop orders and outdoor climbing or adventure course bookings.

Online Shop Orders

This section applies to physical products purchased from our online store.

Cancelling an online shop order before dispatch

If you would like to cancel your order, please contact us as soon as possible at info@psychi.co.uk with your order number.

If your order has not yet been dispatched, we will cancel it and issue a full refund to your original payment method.

If your order has already been dispatched, we will not be able to stop the delivery. In this case, you can still return the order under our returns process once it has arrived.

Your right to cancel after delivery

If you are a UK customer buying online, you have the right to cancel most orders within 14 days of receiving your goods, without needing to give a reason.

Once you have told us that you would like to cancel, you then have a further 14 days to return the goods to us.

To cancel your order, please email us at info@psychi.co.uk with:

• Your name

• Your order number

• The item or items you would like to return

• A short note saying that you wish to cancel your order

Returning cancelled online orders

Returned items must be sent back in a clean, unused and resellable condition, with the original packaging where possible.

You are responsible for the cost of returning the item to us unless the item is faulty, damaged, incorrect, or not as described.

Please return items to:

Psychi
Units 2 + 3 Pennine View Estate
Shepley Lane
Marple
England
SK6 7JW
United Kingdom

We recommend using a tracked postal service and keeping proof of postage, as we cannot be responsible for returned items that are lost in transit.

Refunds for online shop orders

Once we receive your returned item, or you provide proof that it has been sent back, we will process your refund within 14 days.

Refunds will be made to the original payment method used at checkout.

We will refund the cost of the item and the standard delivery charge where applicable. If you selected a premium or express delivery option, we will only refund the cost of our standard delivery service.

We may reduce the refund if the item has been handled more than necessary to check its nature, features and condition.

Items that cannot be cancelled or returned

Some items cannot be cancelled or returned unless they are faulty. This may include:

• Personalised or custom-made products

• Sealed products that have been opened and cannot be returned for hygiene or health protection reasons

• Items that have been used, damaged, or are no longer in a resellable condition

This does not affect your statutory rights.

Faulty, damaged or incorrect online shop orders

If your item arrives faulty, damaged, incorrect, or not as described, please contact us as soon as possible at info@psychi.co.uk with your order number and photos where relevant.

We will arrange a suitable solution, which may include a replacement, exchange, repair or refund, depending on the issue.

Outdoor Climbing and Adventure Course Bookings

This section applies to bookings for our outdoor climbing sessions, bouldering days, adventure courses and any other guided outdoor activities.

Cancelling an outdoor course booking

If you need to cancel your course booking, please contact us as soon as possible at info@psychi.co.uk with your booking details.

You can cancel your booking for a full refund up to 14 days before the course date.

If you cancel within 14 days of the course date, we may not be able to offer a refund, as spaces are limited and we may not be able to refill your place at short notice.

That said, we understand that life happens. If you need to cancel due to a genuine and unforeseen reason, please get in touch with us. We will always try to be fair and may offer a refund, credit, or the option to move your booking to another date, depending on the circumstances.

Examples of genuine unforeseen reasons may include illness, injury, bereavement, emergency situations, or other serious events outside of your control.

Weather and safety

As our courses take place outdoors, we may sometimes need to change the location, adjust the plan, postpone, or reschedule a session due to unsafe weather or conditions.

If we need to cancel or postpone a course for safety reasons, we will offer you the option to move your booking to another suitable date or receive a full refund.

We will not cancel a course simply because the weather is not perfect. However, safety will always come first.

Contact Us

For cancellations, returns or course booking queries, please contact:

Psychi
Email: info@psychi.co.uk

Returns address:
Psychi
Units 2 + 3 Pennine View Estate
Shepley Lane
Marple
England
SK6 7JW
United Kingdom