Returns & Refunds Policy

1. Overview

1.1 Marsden Makes Co. provides: Branding services, Graphic design services, Design packages, Exhibition design, Wedding stationery, Design Day services, Personalised products, Custom clothing, Printed products, Digital products and files

1.2 Due to the bespoke and personalised nature of many products and services, different return and refund conditions apply depending on what has been purchased.

2. Your Consumer Rights

2.1 Nothing within this policy affects your statutory rights under UK consumer law.

2.2 Where required by law, Marsden Makes Co. will provide refunds, replacements or repairs.

2.3 This policy operates in addition to your legal rights.

3. Design Services

3.1 Design services involve the allocation of professional time, expertise and creative work.

3.2 Once work has commenced, refunds may not be available for completed work, time spent, research undertaken, design development or project management.

3.3 Where a project is cancelled after work has started, Marsden Makes Co. reserves the right to retain payment for work already completed.

3.4 Any outstanding balance relating to completed work remains payable.

4. Non-Refundable Deposits

4.1 Deposits secure project scheduling, studio time and project planning.

4.2 Unless otherwise agreed in writing, deposits are non-refundable.

4.3 Deposits cover administrative work, project preparation and reserved availability.

4.4 If a client chooses not to proceed after booking, the deposit will not normally be refunded.

5. Project Cancellations By Clients

5.1 Cancellation requests must be submitted in writing.

5.2 If work has not yet commenced, Marsden Makes Co. may consider a partial refund at its sole discretion.

5.3 If work has commenced, charges may apply for:

Discovery calls / Research / Strategy work / Design development / Concepts produced / Revisions completed / Administrative time

5.4 Any work completed up to the cancellation date remains chargeable.

6.  Project Abandonment

6.1 A project may be considered abandoned where the client fails to respond for 60 consecutive days.

6.2 Marsden Makes Co. reserves the right to close abandoned projects.

6.3 Payments already made will not normally be refunded.

6.4 Restarting an abandoned project may require a new quotation and additional fees.

7. Approved Design Work

7.1 Once artwork, branding or designs have been approved by the client, they are deemed accepted.

7.2 Refunds will not be issued simply because:

Preferences have changed / Business circumstances have changed / Alternative ideas are preferred later / The client no longer wishes to use the design

7.3 Approval confirms satisfaction with the deliverables at the time of approval.

8. Digital Files

8.1 Digital files, downloadable assets and final artwork files are generally non-refundable once delivered.

8.2 Due to the nature of digital products, returns are not possible after access or delivery.

8.3 Clients are responsible for ensuring they can open and use supplied file formats.

9. Personalised Products

9.1 Personalised products are manufactured according to customer-provided information.

9.2 Customers are responsible for checking:

Names / Dates / Spellings / Personal messages / Uploaded photographs / Custom wording before confirming an order.

9.3 Personalised products cannot usually be returned because they have been customised specifically for the customer.

9.4 Refunds or replacements will not normally be provided where incorrect information was supplied by the customer.

10. Custom Clothing

10.1 Customers are responsible for selecting the correct size before ordering.

10.2 Size guides should be reviewed carefully.

10.3 Refunds or exchanges may not be available for incorrect sizing choices made by the customer.

10.4 Variations in garment manufacture may occur and do not necessarily indicate a fault.

11. Printed Products

11.1 Slight differences may occur between screen colours and printed colours.

11.2 Colour variations resulting from printing processes are not considered faults.

11.3 Customers acknowledge that printed colours may vary due to:

Monitor settings / Printer calibration / Material types / Production methods

11.4 Refunds will not be issued solely due to minor colour variation.

12.  Damaged Items

12.1 Customers must inspect products promptly upon receipt.

12.2 Any damage must be reported within 7 days of delivery.

12.3 Reports should include:

Order details / Description of damage / Photographic evidence

12.4 Marsden Makes Co. reserves the right to investigate claims before providing a remedy.

13. Faulty Items

13.1 If a product arrives faulty, customers should contact Marsden Makes Co. as soon as possible.

13.2 Evidence may be requested.

13.3 Where a fault is confirmed, we may offer:

Repair / Replacement / Refund as appropriate.

13.4 Remedies will be provided in accordance with applicable consumer legislation.

14.  Lost Deliveries

14.1 Customers should notify Marsden Makes Co. if an order has not arrived within a reasonable timeframe.

14.2 We will work with delivery providers to investigate missing items.

14.3 Claims may be subject to courier investigation procedures.

14.4 Refunds or replacements may be delayed until investigations are completed.

15. Incorrect Orders

15.1 If Marsden Makes Co. has supplied an incorrect item, customers should notify us within 7 days of delivery.

15.2 We may request photographs or additional information.

15.3 Where an error is confirmed, we will arrange an appropriate remedy.

16.  Customer-Supplied Errors

16.1 Refunds, replacements or reprints may not be available where errors arise from information supplied by the customer.

16.2 Examples include:

Incorrect spelling / Incorrect dates / Incorrect artwork supplied / Incorrect image uploads

16.3 Customers are responsible for reviewing all information carefully before submission.

17. Design Proof Approvals

17.1 Clients must carefully review all proofs.

17.2 Approval confirms acceptance of:

Text / Spelling /Layout / Contact details / Colours / General content

17.3 Marsden Makes Co. accepts no responsibility for errors discovered after approval.

17.4 Reprints required following approved errors may be chargeable.

18. Refund Processing

18.1 Approved refunds will be processed using the original payment method wherever possible.

18.2 Refund processing times may vary depending on payment providers and financial institutions.

18.3 Marsden Makes Co. is not responsible for delays caused by third-party payment processors.

19. Exclusions

19.1 Refunds will not normally be issued for:

Change of mind / Incorrect information supplied by customers / Delayed responses from clients / Delays caused by third parties / Colour variations within normal industry tolerances / Approved artwork / Downloaded digital products / Completed design services / Personalised products produced correctly

20. Fraudulent Claims

20.1 Marsden Makes Co. reserves the right to refuse claims believed to be fraudulent, misleading or abusive.

20.2 Evidence may be requested before any refund, replacement or compensation is considered.

21.  Limitation of Liability

21.1 To the fullest extent permitted by law, Marsden Makes Co.’s liability shall be limited to the value of the relevant order.

21.2 We shall not be liable for indirect or consequential losses arising from the use of our products or services.

22.  Changes to This Policy

22.1 Marsden Makes Co. reserves the right to amend this policy at any time.

22.2 Updated versions will be published on the website.

22.3 Continued use of our services constitutes acceptance of any revised policy.

23. Contact Information

23.1 Questions relating to returns, refunds or exchanges should be directed to:

Abi Marsden at Marsden Makes Co.

Email: hello@marsdenmakesco.uk

Website: www.marsdenmakesco.uk

24. Acceptance

24.1 By purchasing products or services from Marsden Makes Co., you confirm that you have read, understood and accepted this Returns & Refunds Policy.