Returns, cancellation & refunds

Hemframe Studio provides creative services and digital files. No physical goods are sold or shipped through this website, so physical product returns and exchanges do not apply to these services.

This does not remove a request for correction, cancellation or refund where appropriate under the agreed project terms and applicable law. Delivery issues are covered by the delivery policy.

An enquiry or package selection does not create a paid order or reserve a production slot. If you decide not to proceed with an enquiry, tell us by email; the website has collected no payment to refund.

We review feasibility and confirm the scope, price, timeline and booking conditions before asking you to pay.

The written quote or booking agreement should state the deposit and balance, payment milestones, cancellation or rescheduling rules, treatment of completed work and approved third-party costs, and how an eligible refund will be processed.

No universal deposit percentage, cancellation fee, refund deadline or processing period is established by this page. Ask for these details before paying if they are absent from your quote.

Use the email on our Contact us page from your project contact address with the brand or project name, quote or invoice reference if available, and the change you are requesting. Let us know as soon as your plans change.

The studio will review the agreed terms, stage of work and any approved costs with you. Any payment retained or refund due must follow those terms and applicable law, rather than an assumption that every deposit is non-refundable.

A new launch date is subject to available capacity and a revised written schedule. Delayed references, approvals or feedback can move the delivery date. Extra garments, colourways, creative directions or reshoots may require an updated quote.

Confirm any additional cost and revised timing before extra work begins. The agreed revision allowance applies to the original brief; a new concept is a scope change.

If the studio cannot deliver an agreed element or a material issue is identified, contact us with the affected deliverable and brief. We will discuss an appropriate correction, revised scope, schedule or payment resolution under the project agreement and applicable law.

Approval of a preview does not remove any legal remedy that cannot be excluded. This page makes no blanket exclusion for defective or undelivered services.

If a payment connected to an agreed project appears duplicated, incorrectly charged or unrecognised, contact the studio with the invoice or project reference, transaction ID if available, date, amount and a description. Avoid including account balances or unrelated transactions.

We will check the project and payment records before confirming a resolution. This website currently has no payment gateway or paid checkout; an enquiry does not initiate a charge.

Where a refund is due, the amount, payment method and expected processing period should be confirmed in writing. Processing can depend on the original payment service. The website itself has no payment processor or automated refund system.

For project payments made through Razorpay, approved refunds are sent back to the original payment method. Confirm the studio’s decision and initiation timeline before paying; this is separate from the time taken by the payment network or bank to credit the refund.

Razorpay currently describes normal refund credit as taking 7–10 business days after the refund request, depending on the payment method and bank. This is a provider estimate, rather than a guaranteed studio deadline. See Razorpay’s normal-refund guidance. If an approved refund has not arrived within the advised period, contact us with its transaction reference so we can check the status.

Do not send card numbers, banking passwords or one-time codes in an enquiry. For a payment concern, a project reference and a description are enough to start the review.

The UMBRA prompt pack is free and ungated. There is no download purchase to cancel or refund. If a file is unavailable or corrupted, contact us so we can check it.

These explanations supplement the terms of use and do not limit rights or remedies available under applicable law.