Refund policy

CANCELLATION & REFUND POLICY

Fearne Clementine 1789 provides bespoke creative, design, digital and consultancy services. Due to the nature of this work, our cancellation and refund policy differs from that of a business selling physical goods.

Please read this policy carefully before making a payment, paying an invoice, approving a proposal or purchasing a service through our website.

PRIVATE CLIENT & BESPOKE COMMISSIONS

Payments made in relation to private client projects, bespoke commissions, retainers, deposits, project fees, creative services or individually agreed scopes of work are considered a commitment to the project and the allocation of studio time.

Once payment has been made, payments are non-refundable except where:

• Fearne Clementine 1789 expressly agrees otherwise in writing; or
• a refund is required by applicable law.

This applies whether work has commenced immediately following payment or studio time, resources, planning or availability have been reserved for the project.

A client’s decision to change direction, postpone the project, discontinue the project, no longer require the work, appoint another supplier or otherwise choose not to proceed does not automatically entitle the client to a refund.

Where a project is cancelled by the client, Fearne Clementine 1789 reserves the right, subject to applicable law, to retain amounts reflecting work already undertaken, time reserved, costs incurred and losses arising from the cancellation.

Any exception or refund agreed by Fearne Clementine 1789 is entirely specific to that project and does not create an entitlement or precedent for future work.

WEBSITE SERVICE PURCHASES

For pre-defined creative services purchased directly through fearneclementine.com, we offer a 72-hour cancellation grace period from the time payment is received, provided that work on the service has not already commenced.

Cancellation requests must be submitted in writing within those 72 hours.

Where work has already commenced at the purchaser’s request, or where research, concept development, design, planning, preparation, sourcing, administration or other project work has begun, the amount refundable may be reduced or a refund may no longer be available, subject always to any rights provided by applicable law.

After the 72-hour grace period, website service purchases are considered confirmed and non-refundable except where otherwise required by law or expressly agreed by Fearne Clementine 1789 in writing.

The 72-hour grace period is an additional studio policy and does not restrict any statutory cancellation rights that may apply to an individual consumer.

ONCE WORK HAS BEEN DELIVERED

Once completed work, final files, designs, concepts, strategy, documents, digital assets, website work or other agreed deliverables have been supplied to the client, no refund will be provided for that completed work except where required by law.

Refunds will not be provided because:

• the client changes their mind after delivery;
• the client decides not to use the work;
• the client’s business, campaign, product or project changes direction;
• the client subsequently prefers a different creative direction;
• the work does not produce a particular commercial, financial, marketing, SEO, social media or business result where no such result was expressly guaranteed;
• third-party platforms, software, algorithms, integrations or services subsequently change; or
• the client fails to provide information, feedback, approvals, content or materials required for the project.

Creative and strategic services necessarily involve professional judgement and subjective considerations. Where work has been delivered in accordance with the agreed brief and scope, subjective dissatisfaction alone does not create an entitlement to a refund.

WORK IN PROGRESS

Concept development, research, moodboards, design exploration, creative direction, drafts, layouts, prototypes, written work, development work, meetings, correspondence, preparation and revisions all constitute work performed, whether or not they form part of the final deliverables.

Where a project ends before completion, Fearne Clementine 1789 may calculate any amount due or refundable by reference to work already completed, studio time reserved, costs incurred and the terms agreed for the individual project, subject to applicable law.

REVISIONS & CHANGE OF SCOPE

A request for revisions does not constitute a cancellation or give rise to a right to a refund.

Revisions will be handled in accordance with the scope, proposal, product description or agreement applicable to the project.

Requests falling outside the agreed scope may be treated as additional work and quoted or charged separately.

DIGITAL FILES & INTELLECTUAL PROPERTY

Because our services commonly involve bespoke creative work and digital deliverables, completed or supplied files cannot be physically “returned”.

Payment, cancellation and intellectual property rights are separate matters. Payment for a project does not automatically transfer ownership of working files, source files, unused concepts, development files or intellectual property unless this has been expressly included in the relevant service or project agreement.

Any licence or transfer of rights is subject to the terms agreed for the project and, where applicable, receipt of all sums due.

PROJECT DELAYS & CLIENT INACTIVITY

Where a project is delayed because the client does not provide required feedback, approvals, information, content, access or materials, this does not create an entitlement to a refund.

Fearne Clementine 1789 may reschedule work according to studio availability where client delays affect the original project timetable.

CANCELLATION BY FEARNE CLEMENTINE 1789

In the rare event that Fearne Clementine 1789 needs to discontinue a project, the position will be assessed according to the work already completed, sums paid, contractual obligations and applicable law.

Nothing in this policy is intended to limit any rights or remedies which cannot legally be excluded.

CONSUMER STATUTORY RIGHTS

Nothing in this policy affects statutory rights available to consumers under applicable consumer law.

Consumers purchasing certain services online or at a distance may have a statutory cancellation period. Where a consumer expressly requests that Fearne Clementine 1789 begins providing a service during an applicable statutory cancellation period, the consumer may be required to pay for services supplied before cancellation.

Where a service has been fully performed following the consumer’s express request and acknowledgement that their cancellation right will be lost once the service has been fully performed, the statutory right to cancel may cease in accordance with applicable law.

Different rules may also apply to bespoke or personalised goods and to digital content.

HOW TO REQUEST A CANCELLATION

Any permitted cancellation request must be made in writing to: Fearneclementine@gmail.com

Please include your name, order or invoice number where applicable, the service purchased and the reason for your request.

Submission of a request does not automatically mean that a refund is due. We will review the request in accordance with this policy, the agreement applicable to the project and any statutory rights that apply.

REFUNDS WHERE APPROVED

Where a refund is agreed or legally required, it will normally be returned using the original payment method unless another method is agreed.

Processing times following issue of a refund may vary depending on the payment provider or financial institution.

Last updated: September 2026