Refunds & Cancellations

1. What this covers

This policy applies to the one-off packages sold on this site — Brand Builder, Brand Basics and Full Brand Guidelines. Larger projects are quoted individually and the cancellation terms are set out in that quote.

2. Cancelling an order

You have 24 hours from placing an order to request a cancellation, provided the work has not yet been delivered. Email team@jacombsenterprises.com with your order reference and we will refund you in full to the original payment method.

Refunds are processed as soon as the request is accepted. How quickly the money appears is down to your bank or card issuer, and is usually a few working days.

3. Once the work has been delivered

Delivered work cannot be cancelled or refunded. These are bespoke designs made for you: once the files are with you, they cannot be returned or un-made, and the work is complete whether or not the files are opened.

Delivery means the moment we send the files to you — see our Delivery policy for exactly what that involves and when it happens.

4. If you are not happy with the design

Tell us. We would far rather fix it than leave you with something you do not want to use.

Being unhappy with a design is not grounds for a refund once it has been delivered, but it is grounds for us to keep working. We will take your feedback and revise the design until it is right — that is part of what you have paid for, not an extra. Most concerns are a round or two of changes away from being solved.

If something has genuinely gone wrong on our side — we delivered the wrong thing, or nothing at all — that is a different matter, and we will put it right or refund you.

5. How to make a request

Email team@jacombsenterprises.com with your order reference and what you would like to happen. We reply to every request within one working day.

6. Your legal rights

Nothing in this policy limits your statutory rights under UK consumer law. If any part of this policy conflicts with rights you have by law, the law takes precedence.

7. Contact

Questions about this policy? Email team@jacombsenterprises.com or write to Jacombs Enterprises Ltd, One Mayfair Place, London, W1J 8AJ.