Plans change. This page sets out exactly what happens if you cancel, if we cancel, or if a project goes quiet — and what is refundable at each stage. No fine print buried three clicks deep.
01Cancellation by you
You may cancel your project at any time by writing to us at hello@skincarebrandlab.com. The refund depends on how far the work has progressed:
- Before work begins. If we have not started work within 14 business days of your payment, you are entitled to a full refund.
- After work begins. Once design, development or photography work has started, we refund the portion of the fee that relates to work not yet performed. A minimum of 50% of the project fee is non-refundable at this point, as it covers scheduling, discovery and work already committed to your project.
- After final delivery. Once final deliverables have been handed over and approved, the project fee is non-refundable.
02Cancellation by us
We may cancel a project with 7 days’ written notice — for example if the scope changes materially, if we are unable to obtain the information or approvals we need to proceed, or if the working relationship becomes untenable.
Where we cancel, we refund the fees you have paid, adjusted for work already completed and delivered to you up to that point.
03Project pauses and inactivity
If we do not hear from you for 30 days during an active project, we may pause it and reallocate the slot. Paused projects can be restarted subject to availability; a rescheduling fee may apply. Fees already paid remain credited to your project and are not automatically refunded.
04Revisions rather than refunds
Every package includes a defined number of revision rounds. If a deliverable is not what you expected, tell us — in most cases we would much rather fix it. Refunds are not issued for a change of direction, a change of mind about the brand concept, or work that matches the approved scope and brief.
05What is never refundable
- Third-party costs we have already paid on your behalf — domains, platform subscriptions, apps, font or stock licences, sample and shipping costs
- Custom photography once a shoot has been produced
- Work that has been delivered, approved and put into use
06How refunds are processed
Approved refunds are issued to the original payment method within 14 business days of approval. Your bank or card provider may take additional time to post the funds.
We do not refund transaction or currency-conversion fees charged by payment providers.
07Chargebacks
If you have a concern, please contact us first. Raising a chargeback without contacting us may delay the resolution, and we reserve the right to suspend delivery and dispute any chargeback we believe is unwarranted.
08How to request a refund
Email hello@skincarebrandlab.com with your name, the project name and the reason for the request. We will acknowledge within 3 business days and confirm the outcome in writing.
Questions about this page?
Write to us and a person — not a form — will answer.