Refund and Cancellation Policy
1. Custom Products and Bespoke Materials
Payments for custom-mixed paints, bespoke wall coverings, made-to-order products, and materials purchased or prepared specifically for a customer’s project are non-refundable once the order has been placed or preparation has commenced, except where the customer has statutory rights under applicable UK consumer law.
2. Standard Products Purchased Online
For standard, non-custom products purchased through our website, customers may have statutory cancellation and return rights under applicable UK consumer law.
Where a return is permitted, the product must be returned in accordance with our instructions and in an appropriate condition. This does not affect any statutory rights relating to faulty, damaged, incorrect, or misdescribed goods.
3. Delivery Delays and Non-Delivery
If an ordered product or material has not been received, or if there is a significant delay with the delivery, the customer should contact us as soon as possible at support@slavihands.co.uk, providing their order details and any relevant delivery information.
We will investigate the delivery status and work with the customer to resolve the issue.
If the product or material cannot be delivered, the customer will be entitled to a refund for the undelivered item, subject to applicable UK consumer law.
Any approved refund will be processed through Stripe and returned to the original payment method used for the transaction.
4. Damaged, Incorrect or Faulty Goods
If an item arrives damaged, faulty, incorrect, or materially different from what was ordered, the customer should contact us at support@slavihands.co.uk as soon as possible, providing photographs and order details where applicable.
We will assess the issue and, where appropriate, arrange a replacement, correction, or refund in accordance with applicable UK consumer law.
5. Labour and Services
Where a refund for labour or services is agreed, the applicable amount will be processed through Stripe and returned to the original payment method used for the transaction.
Refunds are normally processed within 5–10 business days. The time required for the funds to appear in the customer’s account may vary depending on the customer’s bank or card provider.
6. Cancellation of Services & Deposits
To ensure absolute clarity for our customers and comply with payment processor (Stripe) guidelines, our cancellation rules regarding booking deposits and service charges are strictly defined below. All cancellation requests must be submitted in writing to support@slavihands.co.uk.
- Cancellations made 48 hours or more before the scheduled start date: The booking deposit is fully refunded.
- Cancellations made less than 48 hours before the scheduled start date: The booking deposit is strictly non-refundable to cover late-notice schedule blockages.
- Cancellations after work has commenced: The booking deposit is non-refundable. Additionally, the customer is strictly liable for the cost of any bespoke materials or paints already purchased for the project, and a pro-rata daily charge for the labour already completed up to the point of cancellation.
7. Refund Processing
Once a refund has been approved and initiated through Stripe, the customer will receive confirmation.
Refunds are normally processed within 5–10 business days, although the exact time for the funds to appear in the customer’s account may depend on the customer’s bank or card provider.
All refunds will be made to the original payment method used for the transaction unless otherwise required by law.
8. Statutory Rights
Nothing in this Refund & Cancellation Policy limits or excludes any statutory rights that customers may have under applicable UK consumer protection legislation.
If you have any questions regarding a refund, cancellation, return, or delivery issue, please contact us at support@slavihands.co.uk.