Refund Policy
How payment works
Every order on this site is split into two payments: a 50% deposit at checkout, and the remaining 50% balance once you have approved the final artwork, before delivery of the final high-resolution files.
The deposit is non-refundable
50% today, balance on approval. The deposit is non-refundable from the moment of payment.
We reserve time with a specific designer as soon as your order is placed, and your project enters our schedule immediately. That commitment is what the deposit pays for, whether or not your brief is ultimately submitted or the project is later cancelled.
Your right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK consumers ordinarily have 14 days to cancel a distance contract without giving a reason. That right ends early where you have expressly asked us to begin the service within those 14 days and have acknowledged that doing so ends your right to cancel. By checking the terms box at checkout, you make exactly that request and acknowledgement:
I expressly request that work begin as soon as my brief is submitted, and I acknowledge that in doing so I waive my right to cancel this contract within 14 days under the Consumer Contracts Regulations 2013.
If your brief never arrives
If you pay a deposit and don't go on to submit a brief, we'll email you reminders and, if we still haven't heard from you after a week, RWI Creative will get in touch directly. Your order and your deposit are never automatically expired or cancelled — any change to your order is a conversation with us, not something that happens on its own.
If something is wrong with the work
Every package includes a set number of feedback and revision rounds (unlimited on Box Office), used to bring the artwork in line with your brief. If, after those rounds, the delivered work does not reasonably reflect the brief you gave us, get in touch and we'll put it right.
If you are unhappy with your final design, we destroy the artwork we have worked on and we do not invoice you for the remaining 50%.
In other words, the most an order can ever cost you is the 50% deposit. You keep no artwork in that case — the work is destroyed rather than delivered — and the deposit still covers the designer time already reserved and spent. This policy covers our fees; it does not affect your other legal rights.
Contact
Questions about a specific order, or about this policy: hello@rwicreative.com.