Refund policy
Business customers
Commissioned design work is made to your brief and cannot be returned. If you cancel a project, section 7 of our Terms of Service applies: you pay for the work carried out to that point, and any balance is refunded.
Consumers: your 14-day right to cancel
If you are buying as a consumer, you have the right to cancel within 14 days of the date we accept your order, without giving a reason.
If you ask us to start within the 14 days. Commissioned work usually needs to start straight away. If you ask us to begin during the cancellation period, you must tell us so expressly, and you acknowledge:
- if you then cancel before the work is complete, you must pay a proportionate amount for the work carried out up to the point you told us you were cancelling;
- once the service has been fully performed, you lose the right to cancel.
We will ask you to confirm both of these at checkout.
How to cancel. Email work@gong-zai.com with your order number, or use the model cancellation form. A clear statement is enough.
Refunds. We refund within 14 days of receiving your cancellation, using the same payment method, less any proportionate amount due for work already carried out.
If something is wrong with the work
Contact us at work@gong-zai.com. Under the Consumer Rights Act 2015 we will put it right by carrying out the work again, or reduce the price if that isn't possible or takes too long. This is in addition to, not instead of, anything else in this policy.