Refund policy

1. Design Direction Approval

We consider the design direction approved when you confirm in writing—in the project chat—that the initial garment direction or technical flat is on track.

This approval lets us continue with the detailed technical sheets. It does not mean you have approved the finished tech pack or given up any legal rights.

2. Full Refund Guarantee

You may request a refund if you are unhappy with your project, subject to the stages below:

• Before design direction approval: You may request a full refund before you approve the initial direction.
• Within 7 calendar days after approval: You may request a full refund if you have shared feedback and allowed us to make at least one focused revision, and the final tech-pack files have not been delivered.
• After that period: Partial refunds may be available as described below.

The time limits in this section describe our voluntary satisfaction guarantee. They do not remove rights you may have under applicable law.

3. Partial Refunds

If more than 7 days have passed since you approved the design direction, but the final files have not been delivered, you may be eligible for a partial refund:

• Requests made between 8 and 14 calendar days after approval may qualify for a refund of up to 60%, depending on the work completed.
• Where several technical-pack sections or revision rounds have been completed, the refund may be up to 40%, depending on the project stage.

We’ll explain how we reached the amount before processing it. Requests made more than 14 days after approval may be reviewed individually, with eligibility depending on the work completed and the circumstances.

4. Situations Not Covered by the Voluntary Guarantee

A refund under this voluntary guarantee may not be available if:

• More than 14 calendar days have passed since design direction approval.
• Final tech-pack files have been delivered, approved or downloaded.
• All revision rounds included with your package have been completed.

If there is a material technical error, missing agreed content, inaccessible file or other issue with work we agreed to provide, contact us in the project chat so we can review it. Nothing in this section removes any rights or remedies available to you under applicable law.

5. Client Inactivity / Project Closure

We need your brief, references and feedback to move a project forward. If you haven’t replied or supplied information for 40 consecutive calendar days, we may contact you in the project chat to confirm whether you want to continue.

If we don’t hear from you after that, we may close the project and send you the work completed so far. The delivery schedule will pause while we wait for your response. Any decision about a refund will take account of the project stage and applicable rights.

6. Changes After Final Delivery / Additional Work

After the final tech pack has been delivered, new requests—such as changing the garment design, adding deliverables or making changes outside the confirmed brief—may require an additional fee. We’ll explain the price and timing and get your approval before starting that work.

This does not apply to correcting an agreed item that was missing or incorrectly prepared.

7. Before a Refund, We’ll Try to Resolve the Issue

If you raise a concern during a review, we’ll check it against your confirmed brief and give you an opportunity to provide feedback for a focused revision. If that does not resolve the issue, we’ll consider your refund request under this policy.

You don’t need to write a long explanation. Pointing us to the page or detail you want reviewed is enough to help us understand the issue.

8. How Refunds Are Processed

Approved refunds are sent to the original payment method. We don’t charge a fee for processing a refund. The time it takes for the funds to appear depends on your bank or payment provider.

9. How to Request a Refund

Send us a message in the project chat with the name and email address used at checkout, plus your project reference if you have it. Briefly tell us that you want a refund or want us to review an issue.

We’ll confirm that we’ve received your request and explain the next step.

Our Promise to You

We want the finished tech pack to reflect the brief and project direction we agreed. We’ll review concerns fairly and explain how we’ll address them.