Craftlure Timber sells professional design and consultation time, not physical products. Because our work is custom and delivered as concepts, drawings and documentation, this policy is written around services rather than goods. It sets out when fees may be refunded and how to make a request.
1. Services, not goods
We do not manufacture, stock or ship physical items, so there is nothing to return in the conventional sense. The fees you pay relate to design expertise, the time spent on your project and the deliverables prepared for you. This policy therefore governs the refundability of those service fees.
2. The complimentary first consultation
Your initial discovery conversation is provided at no charge. Because no fee is taken for it, there is nothing to refund. It exists so that both you and the studio can decide whether the project is a good fit before any payment is made.
3. Deposits
Most engagements begin with a deposit, confirmed in your proposal, that reserves studio time and covers the early discovery and concept work. Once we have begun that work, the deposit reflects time already invested and is generally non-refundable. If you cancel before any work has started, the deposit may be refunded in whole or in part at our discretion, less any costs already incurred.
4. Cancellation by the client
You may cancel an engagement at any time by written notice. Where you cancel mid-project, you remain responsible for fees corresponding to the work completed and any non-recoverable costs up to the date of cancellation. Any amounts paid in advance of that work, and not yet earned, will be refunded. We will share a brief summary of the work performed so the position is clear.
5. Cancellation by the studio
In the rare event that we are unable to continue an engagement, for example where the scope changes fundamentally or required cooperation cannot be obtained, we will notify you promptly and refund any fees paid for work not yet performed. We will also, where practical, provide the work completed to that point.
6. Completed and delivered work
Once a deliverable has been completed and provided to you, the fee for that deliverable is non-refundable, as the time and expertise it represents cannot be returned. Dissatisfaction with a creative direction is addressed through the revision process described in your proposal rather than through a refund, since design is iterative by nature.
7. Revisions rather than refunds
If a concept does not yet meet the brief, our first response is to refine it. Each proposal includes a defined revision allowance precisely for this reason. We would always rather adjust a design until it is right than treat a project as failed. Refunds are reserved for situations where work genuinely has not been performed.
8. Matters outside our control
Our fees cover design and planning only. We do not refund fees because a third-party maker built a piece incorrectly, because materials were sourced elsewhere, or because an installation did not proceed as you hoped. Responsibility for fabrication and installation rests with the parties you engage for that work, as described in our Terms of Service.
9. How to request a refund
To request a refund, contact the studio in writing using the details at the end of this policy, describing the engagement and the reason for your request. We aim to acknowledge requests promptly and to resolve them fairly, taking account of the work performed and the terms agreed in your proposal.
10. How approved refunds are issued
Where a refund is approved, it is returned using the original method of payment wherever possible. Processing times depend on your payment provider. We do not charge a fee for issuing a legitimate refund.
11. Changes to this policy
We may update this Refund Policy from time to time. The current version is always published on this page with its revision date, and applies to engagements entered into after it is posted.
12. Contact
For any question about refunds, deposits or cancellations, you can reach the studio using the details below.