We are committed to providing high-quality services to our customers and meeting their expectations to the best of our ability. However, we understand that there may be occasions where you might feel the need to request a refund. Our refund policy is designed to be clear, fair, and transparent, so please read the following terms carefully. If you have any questions or concerns, do not hesitate to reach out to us via our Contact Us page.
1. Eligibility for Refund
Refund requests will be considered under the following circumstances:
- Service Not Yet Provided: If you request a refund before the service has been provided, or if a scheduled consultation has not yet taken place, you are eligible for a refund. Once the service begins or has been partially provided, we will no longer offer a full refund.
- Unfulfilled or Substandard Service: If the service you received does not match the description provided during your consultation or does not meet basic expectations as outlined in your service agreement, and if we are unable to amend the service to meet your expectations, you may be eligible for a refund. However, we do encourage communication and attempts to rectify the service before seeking a refund.
2. Conditions Under Which Refunds Will Not Be Issued
Refunds will not be issued under the following circumstances:
- Service Already Provided: If the service has been fully or partially provided (including consultations, advice, recommendations, design materials, or product suggestions), and you have received the deliverables, refunds will not be offered. This includes consultations where you have received actionable advice or recommendations.
- Customer Error or Lack of Cooperation: If the service cannot be completed as agreed upon due to customer error or lack of cooperation (e.g., failure to attend a consultation, not providing necessary information in a timely manner, or changing requirements mid-process), we are unable to issue a refund. You may be entitled to additional support services, but not a refund.
- Changes in Service Requirements After Delivery: If you request a change or revision to the service after it has been completed (and it has been delivered according to the initial agreement), this will be treated as a new service request and not a basis for a refund. We will assist with modifications, but any changes will incur additional fees.
- Refund Requests After Completion: Once a service has been completed and the final deliverables have been provided (whether in the form of designs, recommendations, consultations, or physical products), refund requests will no longer be accepted. It is the responsibility of the customer to thoroughly review and confirm the service scope and details before service delivery.
3. Refund Request Process
If you believe you are eligible for a refund, please follow the steps outlined below:
- Contact Us: To initiate a refund request, please reach out to us through the Contact Us page on our website. Provide a detailed explanation of your reason for requesting a refund, including any supporting documentation, communications, or evidence. This will help us assess your case more effectively. Be sure to include the service purchased, your order number, and any relevant information.
- Evaluation of Your Request: Once we receive your refund request, our team will evaluate the situation. We will review the scope of the service provided, the issues raised, and your account history. This process may take 3–5 business days. We may also contact you for additional information if needed.
- Refund Decision: After reviewing your request, we will notify you of our decision. If your refund request is approved, the refund will be processed in the same method of payment you used for the original purchase. Please allow 7–10 business days for the refund to appear in your account, depending on your payment provider.
- Partial Refunds: In certain cases, we may offer a partial refund for services that have been started or partially completed. This will be determined on a case-by-case basis depending on the circumstances.
- Refund via Store Credit: In some cases, we may offer store credit or a future service credit in lieu of a monetary refund. This option will be presented based on the situation, and you will have the choice to accept or decline.
4. Refund Fees
- Processing Fees: In the event that a refund is issued, we may apply a processing fee to cover any administrative or transaction costs incurred. This fee will be clearly outlined in your refund agreement. It is important to note that any non-refundable charges will be deducted from the total refund amount.
- Non-Refundable Fees: Any charges or fees that are explicitly stated as non-refundable during the service agreement (such as deposit fees, materials purchased, or third-party services provided) will not be refunded.
5. Timeframe for Refunds
Refund requests must be submitted within 30 days from the date of the service delivery or consultation. After this period, we will not process refund requests unless there are exceptional circumstances.
6. Customer Responsibilities
As a customer, you are responsible for:
- Ensuring that all necessary information is provided accurately and in a timely manner to facilitate the successful delivery of your service.
- Attending scheduled consultations and responding to communications from our team in a timely fashion.
- Reviewing and confirming the scope of service before it is provided. If there are any uncertainties or changes in requirements, it is important to discuss these with our team before proceeding with the service.
7. Service Dispute Resolution
If you are dissatisfied with the service you have received and believe that the matter cannot be resolved through a refund or modification, we encourage you to contact us to discuss the issue further. Our team is committed to ensuring that any concerns are addressed promptly and that a fair resolution is reached. We will always attempt to reach an amicable solution, whether it involves a modification of the service, additional consultation, or another form of compensation.
8. Exceptions
Certain circumstances may arise where exceptions to this refund policy may apply. In these cases, the decision will be made on a case-by-case basis and will be communicated to you in writing. We strive to be fair and reasonable in all matters related to service delivery and refunds.
Contact Us
If you have any questions, concerns, or need assistance with a refund request, please do not hesitate to reach out to us. You can contact us through our Contact Us page, and a representative from our customer service team will get back to you as soon as possible.
We value your feedback and aim to provide the best possible service to our customers. If you need any further clarification or assistance with your request, we are happy to help.