Refund Policy
Last updated: 28/08/2026
This Refund Policy explains how refunds, returns, cancellations, and access issues are handled for Nature’s Playbook products and services.
Nature’s Playbook is operated by Dr Emma Fromberg, trading as Nature’s Playbook.
For questions about refunds, returns, access, or payment issues, contact:
1. What this policy covers
This Refund Policy applies to:
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the Nature’s Playbook physical toolkit;
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the Field Guide digital learning experience;
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related Nature’s Playbook purchases, where stated.
Different terms may apply depending on whether you purchase a physical product, digital access, workshop place, or another service.
Nothing in this policy affects any statutory rights you may have under applicable consumer law.
2. Physical toolkit purchases
The Nature’s Playbook toolkit is a physical product.
Where the toolkit is purchased through an external store, such as the King’s College London e-store, the purchase, payment, delivery, returns, and refund process may also be subject to that store’s own terms and conditions.
The toolkit product form currently describes Nature’s Playbook as a research-based learning and ideation tool for business and sustainability professionals, designed to support ecological design thinking for a circular economy.
3. Returns for unused toolkit orders
If you are not satisfied with your toolkit order, you may request to return unused items within 14 days of delivery, provided they are in their original packaging and condition.
Before returning any item, please contact Nature’s Playbook for return authorisation:
If your toolkit was purchased through an external store, you may also need to follow the return process required by that store.
4. Refunds for returned toolkit orders
Refunds for returned toolkit orders normally cover the product price only.
Original shipping costs may be non-refundable, and return shipping costs are normally the responsibility of the customer, unless otherwise required by law or agreed in writing.
Refunds will usually be processed after the returned item has been received and checked.
5. Damaged or incorrect toolkit orders
If your toolkit arrives damaged or incorrect, please contact us within 7 days of delivery at:
Please include:
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your order details;
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a description of the issue;
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photo evidence of the product;
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photo evidence of the original packaging.
Where damage or an order error is verified, a replacement may be arranged at no additional cost.
Verified damaged items do not normally need to be returned. In these cases, replacements are normally provided rather than refunds.
6. Customs, import charges, and international delivery
Toolkit orders may be shipped from the UK.
For deliveries outside the UK, customs duties, import taxes, or handling fees may be charged by the destination country. These charges are the responsibility of the recipient and are not included in the purchase price or shipping costs. This is also reflected in the e-store product form.
Delivery costs may vary by region. The product form currently lists delivery costs for the UK, Europe, and the rest of the world.
Nature’s Playbook is not responsible for customs duties, import taxes, or handling fees charged by destination countries.
7. Field Guide digital access
The Field Guide is a digital, AI-supported learning and reflection experience.
Access is purchased online and is normally provided shortly after payment confirmation.
The Field Guide is not a physical product and does not involve return shipping.
8. Field Guide refunds
Refunds for the Field Guide may be considered where:
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you experience access problems;
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technical issues prevent you from using the Field Guide;
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there has been a payment error;
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you are dissatisfied with the course experience;
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something has gone wrong with your access or purchase.
To request a refund, contact:
Please include:
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the email address used for purchase;
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the date of purchase;
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a short explanation of the issue;
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any relevant screenshots or error messages, if applicable.
Refunds for the Field Guide are processed through Stripe.
9. Field Guide access after refund
Where a full refund is issued, access to the Field Guide may be removed.
If automatic access removal is not available, this may be handled manually.
If access problems can be resolved, Nature’s Playbook may offer support, a replacement access link, or restored access instead of a refund.
10. Digital content and cancellation rights
The Field Guide is a digital learning experience. When you purchase access, you may receive access shortly after payment.
Because the Field Guide provides digital content and online services, cancellation rights may be affected once access begins, depending on applicable consumer law and the consent or acknowledgement requested during checkout.
Before purchase, you should read the product description, price, access terms, Terms of Use, Privacy Notice, Cookie Notice, and this Refund Policy.
11. Workshops and events
Refund and cancellation terms for workshops, events, talks, or facilitated sessions may vary depending on the format, date, location, organisation, and agreement.
Workshop-specific cancellation and refund terms will normally be confirmed separately when the workshop is arranged or booked.
12. How refunds are processed
Refunds are normally returned through the original payment method where possible.
For Field Guide purchases, refunds are processed through Stripe.
For toolkit purchases made through an external store, refunds may be processed by that store according to its own systems and terms.
Refund processing times may vary depending on the payment provider, bank, card issuer, or external store.
13. Contact
For questions about refunds, returns, payment issues, delivery issues, or Field Guide access, contact: