When and how you can cancel a studiowebr Order and get your money back.
1. Summary
- Changed your mind? Full refund for any reason if you ask within 7 days of payment.
- Not started yet? If you have not sent your brief, you can cancel for a full refund at any time up to 12 months after payment.
- Late delivery. If your first concepts or draft are more than 5 business days late through no fault of yours, you can cancel for a full refund before you approve the final design.
- Packages. Items that have not started can be cancelled and refunded at their share of the package price.
- Your statutory rights as a consumer always apply, as explained below.
2. Full refund within 7 days
You can cancel any Order within 7 calendar days of the payment date and receive a full refund, without giving a reason and whatever stage the work has reached. If any files were delivered before you cancel, the refund means no rights in them are transferred to you, and you must not use them.
3. Orders that have not started
An Order starts when we receive your complete brief. Until then, you can cancel at any time up to 12 months after payment and get a full refund. If we have not received your brief after 12 months, we will email you before closing the Order and refund you in full if you do not want to continue.
4. If we are late
Each deliverable states the time to the first concepts or draft, counted in business days from the day we receive your complete brief. If we miss that date by more than 5 business days, and the delay is not caused by you (for example by missing files or answers we asked for), you can cancel the Order for a full refund at any time before you approve the final design.
5. If you do not like the first concepts
Design is personal, so every Order includes one fresh start: if none of the first concepts works for you, tell us why and we will create a new set at no extra cost, before your revision rounds begin. This is in addition to your right to a full refund within the first days after payment.
6. Packages
Within 7 days of payment you can cancel a whole package for a full refund. After that, you can cancel the items that have not started yet. Each item is refunded at its share of the package price, which is proportional to its price on its own and rounded up in your favour:
| Package | Price (USD) | Share of the price per item |
|---|---|---|
| Starter Kit | $197 | Logo Design $118.69; Social Media Kit $78.32 |
| Brand Launch | $397 | Brand Identity Kit $249.28; Social Media Kit $81.42; Stationery Set $66.31 |
| Brand & Web Design | $497 | Brand Identity Kit $249.77; Social Media Kit $81.58; Landing Page Design $165.67 |
7. What is not refundable
Outside the cases above and your statutory rights, a change of mind is not a reason for a refund once the 7-day window has passed and work on the Order has started. This includes work already delivered or approved and Orders completed because we did not hear from you, as described in our Delivery Policy. If a delivered file is faulty or does not match the description of the deliverable, tell us and we will correct it at no cost. If we cannot, we will refund you.
8. Your statutory rights
Consumers in Brazil may withdraw from an online purchase within 7 days under article 49 of the Consumer Defense Code (Lei 8.078/1990) and receive any amount paid, adjusted as provided by law. Our 7-day full refund applies this right to every customer.
Consumers in the European Union and the United Kingdom have 14 days from the payment date to withdraw without giving a reason. At checkout you ask us to start work during that period. If you withdraw after day 7 and before day 14, we refund the price minus a proportionate amount for the work carried out up to the moment you told us, based on the stages of the Order (brief review, concepts, revisions, final files). Once the Order has been fully delivered at your request, the right of withdrawal no longer applies. To withdraw, send us a clear statement by email. You may use this wording: "I hereby give notice that I withdraw from my contract for the following service: [deliverable], ordered on [date], name, email used at checkout."
Nothing in this policy limits rights you have under the consumer law of your country of residence.
9. How to ask for a refund
Email hello@studiowebr.com from the address you used at checkout, or include it in your message, with your order reference if you have it. We confirm receipt within 2 business days and, once a refund is approved, issue it within 5 business days.
Refunds are paid to the card used for the purchase, in US dollars, through Stripe. Your bank usually takes 5 to 10 business days to show it. Fees charged by your bank for international transactions or currency conversion are not received by us and cannot be refunded by us.
10. Before opening a dispute
If something went wrong, please write to us first. Most issues are solved within a day or two, while a bank dispute can take months. Opening a dispute does not stop us from refunding you directly if you are entitled to it.