1) Scope
This policy covers purchases and bookings made directly with Still Brook Studio through our website or official communication channels. Your statutory rights are not affected.
2) Services (consultations, styling sessions)
- Cancellation 48+ hours before the appointment: full refund.
- Cancellation 24–48 hours before: 50% refund or one free reschedule.
- Cancellation under 24 hours or no‑show: not refundable. We’ll try to reschedule subject to availability and a rebooking fee at our discretion.
- If we must cancel, you may choose a full refund or a new date.
3) Digital products (guides, templates, downloads)
- Change‑of‑mind period: up to 14 days from purchase if the download/stream has not begun.
- Once access has started or files have been downloaded, the right to cancel may not apply (consumer law exceptions for digital content).
- If files are faulty or inaccessible, contact us for a fix, replacement, or refund.
4) Physical goods (if offered)
- Return window: 14 days from delivery for unused items in original condition and packaging.
- Exclusions: final sale items, personalized pieces, worn or damaged goods not due to transit.
- Process: obtain a return authorization before sending items back. You are responsible for return shipping unless the item is faulty or we made an error.
- Faulty/damaged items: contact us within 7 days of delivery with photos; we will repair, replace, or refund according to your preference where feasible.
5) How to request a return or refund
- Email [email protected] with your order/booking details, reason, and any evidence (photos for damage, error messages for digital files).
- We’ll confirm eligibility and provide next steps (return address, label options, or troubleshooting for digital items).
- After receiving returned goods or confirming service eligibility, we will process the refund.
6) Refund method and timing
Refunds are issued to the original payment method. Processing times vary by provider; please allow 5–10 business days after we approve the refund.
7) Exchanges
For physical goods, exchanges are subject to stock availability. Otherwise, we will advise a return and repurchase to secure the desired item.
8) Late or missing refunds
If you haven’t received a refund after our confirmation, check with your bank or card provider. If issues persist, contact us and we’ll investigate.
9) Contact
Email: [email protected]
Phone: +44 8021 112 4359
Address: 8 Grace Junction, Port Millie, OL12 7TX, UK
