1) Scope and definitions

For clarity, purchases fall into three categories:

• Digital products: downloadable files or access to digital content.
• Physical goods: shipped items (e.g., books, prints, packaged goods).
• Bespoke services: commissioned design work or consulting delivered according to an agreed scope.

2) Digital products (downloads)

Digital products are delivered electronically. Because digital content can be accessed immediately, refunds are limited once delivery has begun.

We will provide support and, where appropriate, a remedy if:

• the file is corrupted or incomplete,
• the download link fails and cannot be restored within a reasonable time, or
• the digital content is materially not as described on the product page.

For digital delivery issues, contact designstudio@carlossimpson.com within [7] days of purchase with your order number and the email used at checkout.

Note: We may ask you to confirm device/browser details to diagnose download issues.

3) Bespoke / commissioned services

Bespoke services (including design work) are delivered according to an agreed scope, milestones, and timeline. These services involve time, planning, and production. For this reason, refunds depend on whether work has started.

• Before work begins: If you cancel before work starts, you may be eligible for a refund, minus any non-recoverable costs already incurred (if applicable).
• After work begins: Once work has started, fees are generally non-refundable for work completed and time reserved.
• Project deposits: Deposits are typically non-refundable once work begins, unless agreed otherwise in writing.

If a service deliverable is materially not as described in the written scope, we will work with you to correct it within a reasonable timeframe.

4) Physical goods (returns)

If you purchase physical goods online as a consumer in the UK, you may have a legal right to cancel within 14 days from the day you receive the item, subject to applicable exceptions.

• Change of mind: You must notify us within 14 days of delivery and return the item within a further 14 days.
• Condition: Items must be returned in the condition received, with original packaging where reasonably possible.
• Return shipping: Unless the item is faulty or incorrect, you are responsible for return postage costs.

Faulty, damaged, or incorrect items: If an item arrives damaged, faulty, or you receive the wrong item, contact us within [48] hours of delivery with photos of the packaging and item. We will advise the next steps.

Non-returnable items (examples): Certain items may be non-returnable for hygiene or customisation reasons, or where clearly stated on the product page before purchase.

If you sell customised/print-on-demand items, add that specific rule here and ensure product pages clearly flag it before checkout.

5) Refund process and timeframes

If a refund is approved, it will be issued to the original payment method used at checkout.

• Processing: refunds are typically processed within [5–10] business days after approval.
• Bank timelines: your bank or card provider may take additional time to display the refund.
• Partial refunds: may apply if items are returned in a reduced condition or where only part of an order is eligible.

6) How to request a refund or return

To request a return, refund, or support for digital delivery, email: designstudio@carlossimpson.com

• Your order number
• The email used at checkout
• A short explanation of the issue (and photos if the item is physical)

We aim to respond promptly and prioritise issues that block access or delivery.

7) Related policies

Please also review:

• Delivery Policy
• Terms & Conditions
• Privacy Policy