Refund Policy

Cancelling after you order

Production starts as soon as your payment goes through, because that is the point of the service: you get finished work in minutes, not weeks. There is no approval step in between; every order goes straight into production.

At checkout you ask us to start work straight away and confirm you understand that this means you give up the 14-day right of withdrawal that normally applies to online purchases. We repeat that confirmation in your order confirmation email, so you have a record of it. Once work has started, there is no automatic right to cancel and get your money back for no reason.

Everything below is what you get instead: automatic refunds when we fail, and a route to ask when something is genuinely wrong.

What you can never sign away

The paragraph above is about changing your mind. It is not about us delivering badly.

If a deliverable is faulty, or is not what we described and sold you, you keep your legal rights to a remedy, and nothing in this policy or our Terms takes them away. Consumers in the EU, the UK, and many other places have statutory rights that a trader cannot contract out of, and we are not trying to. If you think you are in that position, email us and say so plainly, and we will deal with it on that basis.

Automatic refunds when we cannot deliver

If an order fails to produce for a technical reason on our side, we refund it in full, automatically, to your original payment method. You do not need to ask, and your order page will show it as refunded.

Orders with several items are refunded proportionally. If part of a set cannot be produced, we deliver what succeeded and refund the portion for what did not, so you only pay for what you actually receive. The same applies within an ad order, which is priced per creative.

Asking for a refund

If something is wrong with what we delivered, email hello@pynk.studio within 14 days of delivery. Tell us your order details and what the problem is: we need a reason, because these are custom files that were produced on request and licensed to you on delivery.

We assess the request against what you ordered: the brand and product details you confirmed at checkout are the brief we produce from. A deliverable that is broken, unusable, or clearly not what we described gets put right or refunded, and putting it right usually means remaking it for you. A deliverable that matches what you ordered and simply did not perform the way you hoped is not a refund case, and we say so up front rather than leaving it vague. Outside the automatic cases above, refunds are at our reasonable discretion, and that discretion does not override the statutory rights described earlier.

What we do not offer

We do not offer a satisfaction guarantee or a no-questions money-back window. Every order spends real production cost within minutes of payment, and that cost is not recoverable. We would rather be straight about that than advertise a guarantee we would have to argue our way out of.

How refunds are issued

Approved refunds are returned to your original payment method through Stripe. Your bank or card issuer typically posts the refund within 5 to 10 business days after we process it.

Chargebacks

Please contact us before opening a chargeback. We can almost always resolve an issue faster directly. Reach us any time at hello@pynk.studio.