Refunds and Returns Policy

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REFUND AND RETURNS POLICY
DEBBIE LUKAS DESIGNS, A WRITER'S JOURNEY & THE ENCHANTED STATIONERY STUDIO

Last Updated: 10 September 2025

1. OVERVIEW
This Refund Policy sets out your rights and our obligations regarding refunds, returns, and cancellations for design services and products purchased from Debbie Lukas Designs, A Writer's Journey and/or The Enchanted Stationery Studio. As a sole trader business, I am committed to providing excellent service whilst operating within UK consumer protection laws.

2. YOUR STATUTORY RIGHTS
Under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013, you have the following rights:
2.1 30-Day Right to Refund: Full refund if services are faulty, not as described, or not fit for purpose
2.2 14-Day Cooling-Off Period: Right to cancel distance/online contracts without reason
2.3 Quality Standards: Services must be performed with reasonable care and skill

3. DESIGN SERVICES REFUNDS

3.1 Completed Design Work
- Within 7 days of delivery: Full refund if work is not as specified in the agreed brief
- Quality issues: Full refund if work fails to meet professional design standards
- Specification errors: Full refund if final work doesn't match approved concepts
- No refund: For subjective preferences or changes to requirements after approval

3.2 Work in Progress
- Before concept approval: Full refund minus any third-party costs incurred
- After concept approval: Refund of the remaining project value minus completed work
- Client-caused delays: No refund for time extensions due to late client feedback

3.3 Consultation Services
- Before session: Full refund if cancelled 24+ hours in advance
- Less than 24 hours: 50% refund
- No-shows: No refund
- Completed sessions: No refund unless the service was not delivered as described

4. PHYSICAL PRODUCTS (if applicable)

4.1 Faulty Products
- Within 30 days: Full refund, replacement, or repair
- Return shipping: We do not cover costs for returning items

4.2 Change of Mind
- Within 14 days: Full refund for unused items in original condition
- Return shipping: Customer covers costs
- Custom items: No refund 

5. DIGITAL PRODUCTS

5.1 Downloaded Files
- Technical issues: Full refund if files are corrupted or unusable
- No refund: Once successfully downloaded and confirmed working

5.2 Templates and Digital Assets
- Within 14 days: Refund if technically unusable
- Quality guarantee: Files must be professionally created and fit for purpose

6. REFUND EXCLUSIONS
We cannot offer refunds for:
6.1 Work completed to your approved specifications
6.2 Changes in personal taste or business direction after approval
6.3 Third-party costs (stock images, fonts, printing) already incurred
6.4 Rush jobs completed within agreed urgent timeframes
6.5 Services where you've received and used the final deliverables
6.6 Consultation time already provided

7. REFUND PROCESS

7.1 How to Request
- Email: debbielukas@outlook.com
- Include: Order number, reason for refund, supporting evidence if applicable
- Response time: Within 2 working days, excluding weekends and bank holidays

7.2 Assessment Period
- Simple cases: Decision within 5 working days
- Complex cases: Up to 14 working days for investigation
- Evidence required: May request examples or clarification

7.3 Refund Timeline
- Approved refunds: Processed within 5-10 working days 
- Payment method: Same method as original payment
- Bank processing: Additional 3-5 working days, depending on your bank

8. PARTIAL REFUNDS
Available in these circumstances:
8.1 Project partially completed: Refund of undelivered work value
8.2 Damaged goods: Proportional refund based on damage extent
8.3 Late delivery: Compensation as per agreed terms
8.4 Specification changes: Refund of work not applicable to new requirements

9. DISPUTE RESOLUTION

9.1 Internal Resolution
- Direct discussion to resolve concerns
- Mediation through professional design associations if applicable
- Good faith negotiation within 30 days

9.2 External Resolution
- Citizens Advice Bureau for consumer guidance
- Trading Standards for serious disputes
- Small Claims Court for unresolved matters
- Alternative Dispute Resolution services

10. BUSINESS-TO-BUSINESS TRANSACTIONS
- Consumer Rights Act doesn't apply to B2B contracts
- Refunds governed by agreed contract terms
- Commercial reasonableness standards apply
- Professional indemnity insurance covers errors and omissions

11. FORCE MAJEURE
No refunds required for delays caused by:
11.1 Government restrictions or lockdowns
11.2 Natural disasters or extreme weather
11.3 Internet or technology failures beyond our control
11.4 Illness-preventing service delivery
11.5 Client unavailability for extended periods

12. QUALITY GUARANTEE
I guarantee that all work will:
12.1 Meet professional design industry standards
12.2 Be delivered in agreed formats and specifications
12.3 Be original work (unless using client-provided materials)
12.4 Comply with the agreed project brief and timeline

13. CANCELLATION POLICY

13.1 Client Cancellation
- Before work starts: Deposit non-refundable
- Work in progress: Deposit non-refundable
- Final approval stage: No refund unless work is faulty

13.2 Business Cancellation
- Rare circumstances: Full refund plus compensation for inconvenience
- Reasons: Inability to complete work to the required standard
- Notice period: Minimum 7 days where possible

14. AMENDMENTS TO POLICY
14.1 Changes will be posted on our website
14.2 Email notification for significant changes
14.3 Existing projects governed by policy at the time of agreement
14.4 New policy applies to future orders only

15. CONTACT INFORMATION
Business Name: Debbie Lukas Designs, A Writer's Journey and/or The Enchanted Stationery Studio
Sole Trader: Debbie Lukas Designs
Email: debbielukas@outlook.com
Phone: Available upon request
Address: Available upon request

16. LEGAL COMPLIANCE
This policy complies with:
16.1 Consumer Rights Act 2015
16.2 Consumer Contracts Regulations 2013
16.3 Unfair Contract Terms Act 1977
16.4 Consumer Protection from Unfair Trading Regulations 2008

17. IMPORTANT NOTES
- This policy doesn't affect your statutory consumer rights
- More generous terms may apply in specific circumstances
- Professional indemnity insurance covers service quality issues
- All refunds are subject to verification of original purchase