Refund Policy

1. General approach

 

Because Costello’s Makery provides mainly digital, creative and service-based work, refunds are handled differently from physical retail products.

 

Most of our work involves:

• time

• planning

• design

• writing

• setup work

• revisions

• project administration

• digital delivery

 

Once work has started, some or all of that time and value has already been used, even if the final project has not yet been completed.

For that reason, refunds are not automatically available once a project is underway.

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2. Business clients

 

Most Costello’s Makery projects are supplied to business clients.

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For business-to-business work:

• deposits are generally non-refundable

• payments made for work already completed are non-refundable

• if a project is cancelled after work has begun, you remain responsible for paying for the work carried out up to that point, plus any non-recoverable third-party costs already incurred on your behalf

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This includes work such as:

• project setup

• research

• planning

• copy shaping

• design time

• website build work

• branding development

• print preparation

• admin and communication time

• revisions completed before cancellation

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If a project is paused or cancelled by you after work has started, we reserve the right to invoice for all work completed up to that stage.

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3. Consumer clients

 

If you are purchasing as a consumer rather than on behalf of a business, and the contract is formed online, by phone, by email or otherwise at a distance, you may have certain cancellation rights under UK consumer law. Consumers buying at a distance generally have a 14-day cooling-off period, but where they ask for a service to start within that period, they can become liable for the part already supplied, and may lose the right to cancel once the service is fully performed.

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If you are a consumer:

You may have the right to cancel your contract within 14 days of entering into it, unless an exception applies.

However, if:

• you ask us to begin work during that 14-day period, and

• you acknowledge that your cancellation rights may be affected once work begins,

then:

• you may have to pay for the proportion of the service already provided if you cancel during that period

• you may lose the right to cancel entirely once the service has been fully performed

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If you are a consumer and wish to cancel, please contact us as soon as possible.

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4. Deposits and upfront payments

 

Where we require a deposit or upfront payment to secure a booking, schedule work or begin a project:

• that payment is normally non-refundable once work has started

• if no work has begun and no costs have been incurred, we may, at our discretion, agree to a partial or full refund

• any third-party costs or non-recoverable expenses already incurred will be deducted from any refund where applicable

 

A deposit secures time in our schedule and covers the initial commitment to your project. For that reason, it is usually not refundable once the project has been booked and started.

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5. Work already completed

 

No refund will usually be provided for:

• work already completed

• design drafts already produced

• website pages already built

• branding concepts already created

• copywriting or wording already developed

• reviews, amendments or revisions already completed

• print-ready artwork already prepared

• support time already used

 

Where a project ends early, we will assess what has been completed and what value has already been delivered.

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6. Client delays, change of mind or non-response

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Refunds will not normally be given where:

• you change your mind after work has started

• you decide not to proceed part-way through a project

• you delay the project significantly

• you fail to provide the information or approvals needed to continue

• you stop responding after work has started

• your circumstances change after the project has been booked

 

If a project becomes inactive for an extended period due to client delay or non-response, we reserve the right to close the project and treat payments already made as non-refundable in respect of time already allocated and work already completed.

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7. Revisions and dissatisfaction

 

Costello’s Makery aims to provide services with reasonable care and skill, which is also a statutory standard for consumer service contracts under the Consumer Rights Act 2015.

If you are unhappy with any part of the work, we ask that you contact us promptly so we have a fair opportunity to review the issue and, where appropriate, put things right.

 

Because our services are creative and collaborative, dissatisfaction on its own does not automatically entitle a client to a refund, particularly where:

• the work has been delivered in line with the agreed scope

• revisions have already been offered or applied

• the client approved the direction during the process

• the issue relates to preference rather than a failure to provide the agreed service

 

Where we accept that we have made a genuine error within the agreed scope, we may choose to:

• correct the issue

• repeat part of the work where reasonable

• offer a partial refund where appropriate

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8. Approved work

 

Once you approve:

• a design

• a website draft

• a proof

• wording

• a print-ready file

• or a final version for launch or production

that approved stage is treated as accepted.

 

Refunds will not usually be available for issues that were visible in materials that you approved before launch, publication or print.

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9. Third-party costs

 

Refunds are not available for third-party costs already incurred on your behalf.

 

This may include, for example:

• domain purchases

• hosting or platform fees

• paid plugins or software

• print charges

• stock imagery

• external supplier costs

 

Where these costs have already been committed, they will remain payable even if the project is cancelled.

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10. Printed materials

 

Where printed items are involved:

• no refund will usually be available once artwork has been approved and sent to print

• small colour or finish variations are not normally treated as faults

• delivery delays caused by printers or couriers are outside our direct control

 

If a print issue is caused by our preparation error and not by an approved proof or third-party supplier problem, we will review the matter and decide on the most appropriate remedy.

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11. Digital products, downloads or resources

 

If Costello’s Makery later offers digital downloads, templates, guides or other instantly accessible digital products, refunds may not be available once access, download or delivery has been provided, particularly where the customer has agreed to immediate access and acknowledged the effect on cancellation rights. UK distance-selling rules treat digital content differently where immediate download starts with the consumer’s agreement and acknowledgement that cancellation rights are lost.

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12. Exceptional refunds

 

Although refunds are not normally available once work has started, we may choose to offer a full or partial refund at our discretion in exceptional circumstances.

Any such refund will be assessed case by case and does not create an obligation for us to offer refunds in similar future cases.

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13. How to request a refund or raise a concern

 

If you believe a refund should be considered, please contact us as soon as possible with:

• your name

• your business name, if applicable

• your project details

• the reason for the request

• any relevant supporting information

 

Please send refund-related queries to:

Email: hello@costellosmakery.com
Telephone: +44(0)20 8064 4057

 

We will review the situation and respond within a reasonable time.

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14. Your statutory rights

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Nothing in this Refund Policy removes or limits any rights you may have under applicable law.

If you are a consumer, you may have rights under the Consumer Rights Act 2015, including that services must be provided with reasonable care and skill.

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15. Related terms

 

This Refund Policy should be read alongside our:

• Terms & Conditions

• Privacy Policy

 

If there is any conflict between this Refund Policy and a specific written agreement, quote or proposal, the specific written agreement, quote or proposal will take priority.