The Sustainable Host sells digital downloads — ebooks and spreadsheet toolkits. Because these are non-physical goods delivered instantly, our refund policy is specific to digital products.
Your rights under Australian Consumer Law
If our products have a major problem — they don’t match the description, are unusable, or fail to do what we said they would — you’re entitled to a refund or replacement under Australian Consumer Law. We honour this in full.
When refunds are available
We’ll refund your purchase within 14 days of payment if:
- The download link didn’t work or you couldn’t access the product
- You bought the wrong edition (Australia / USA / UK) and haven’t downloaded it
- The product significantly fails to match the description on this site
- You have a faulty file (corrupted PDF, broken spreadsheet)
When refunds aren’t available
Because digital products are delivered instantly and can’t be “returned”:
- We don’t offer change-of-mind refunds once a file has been downloaded
- We don’t refund if the product worked as described but you didn’t find the content useful for your situation
If something’s wrong, please tell us first. We can usually help — fix a broken file, swap an edition, or refund — without you needing to escalate.
How to request a refund
Email admin@thesustainablehost.com with:
- Your order number (in your purchase confirmation email)
- A short description of the issue
We aim to respond within 2 business days. Approved refunds are processed back to your original payment method within 5–10 business days, depending on your bank.
GST
Prices on this site include 10% GST for Australian customers. Refunds include any GST paid.
Currency conversions
If you paid in USD or GBP, your refund is issued in the same currency. Slight differences may occur due to exchange rate movements between purchase and refund — we refund the original amount we received.
Contact
Tracey Hodgkins
The Sustainable Host
admin@thesustainablehost.com
PO Box 418, Bridgetown WA 6255
This policy was last updated April 2026.