Cancellations, Refunds and Charges

Before placing an order for a physical certificate (first copy or replacement), the requester must first check all details are correct on the digital version displayed in the AVP. Please ensure graduate name, award title, award classification and award date are correct at the point of graduation*. If any information is incorrect, please email registrydigitaldocs@sunderland.ac.uk immediately. Please do not place an order until the amendments have been made and the updated version is visible in the AVP.

Please note that digital certificates are formatted differently to hardcopy versions (i.e., landscape rather than portrait).

By placing an order for a physical certificate, this confirms all information has been checked and is correct. UoS will not be liable for incorrect information if notification was not made before placing an order. Where incorrect information is highlighted retrospectively, the requester must pay the cost for a replacement certificate to be produced and postage for redelivery.

It is essential that the delivery address entered when placing an order is complete and accurate. Failure to provide correct information will delay receiving a certificate or any other document. It will also result in additional charges where UoS needs to reproduce and repost any certificate or other document due to incorrect delivery details being provided.

If a certificate is not received within four weeks of placing an order and it can be demonstrated UoS was at fault for the delay, a refund may be possible. This is at the sole discretion of UoS.

Please note that occasionally there may be delivery issues with the postal supplier (DHL) that are out of UoS control. Please use the tracking information provided directly by DHL to confirm the whereabouts of your delivery. Where tracking information is inconclusive, please contact DHL for clarification, quoting your tracking reference number:

Customer Service - DHL - United Kingdom

No cancellations or refunds: Once an order for a product has been placed through the AVP, whether hardcopy or digital, it cannot be cancelled and/or refunded because it has been produced specifically for the requester. Please make sure all details provided are correct. UoS is not responsible for any mistakes in the information provided to it.

Where it can be demonstrated material procedural irregularity has occurred on the part of UoS, e.g., an administrative or system error, the above charge/s may be waived following investigation. This is at the sole discretion of UoS.

*Certificates can only be produced in the name of a student at the point of their graduation, e.g., if a student subsequently gets married, a certificate will not be reissued to show the marital name because it is an official historical record.