Returns & Refunds Policy
Effective date: 10/1/2024
At IZTRUST DESIGN STUDIO LTD, we aim to make every client experience excellent. If you’re not satisfied, this page explains how returns, refunds, and exchanges work for our products and services.
1. Scope
This Returns & Refunds Policy applies to:
- Physical goods (if applicable)
- Digital products (downloads, templates, video packs)
- Services (web design, digital marketing, consultancy)
Different rules apply to different product types — please read the relevant section below.
2. Physical Products
Return window: You may return most physical products within 14 days from the date you receive them for a refund or exchange.
Conditions for a return:
- The item must be unused, in the same condition and packaging as delivered.
- Include all original accessories, manuals, and documentation.
How to return:
- Email us at hello@iztrust.com or call +44 9018 09126 with your order number and reason for return.
- We will confirm the return address and provide instructions.
- Ship the item with a tracked service and keep the tracking number until the refund is processed.
Return shipping costs:
Unless the item is faulty or we made an error, customers are responsible for return shipping costs. If the item is faulty or not as described, we will cover return shipping.
Refund processing:
Refunds are processed within 5–10 business days after we receive the returned item. The refund will be issued to the original payment method.
3. Digital Products (Templates, Video Packs, PLR Materials)
Because digital products are delivered instantly and are downloadable, our standard policy is:
- No refunds for digital products once the download link has been issued, except where the file is corrupted or does not match the product description.
- If you experience a problem (corrupt file, missing content), please contact us within 14 days of purchase. We will remediate or replace the files.
Exceptions:
If a digital product is proven to be defective or materially different from its description, we will offer a replacement or full refund.
4. Services (Web Design, Marketing, Consultancy)
Services are provided according to the terms set out in your service agreement or proposal.
Before work begins:
If you cancel an agreed project before work starts, you will receive a full refund of any fees already paid, minus any non-refundable admin charges specified in your agreement.
After work begins:
If work has started (design, development, or consultancy time is used), refunds are not usually available for the time already spent. We will, however, always try to resolve any issues through revision and communication.
Revisions & acceptance:
Most projects include a defined number of revisions. Additional revisions may be charged at our standard hourly rate. Final deliverables are provided once you confirm acceptance in writing.
5. Faulty or Misdescribed Items
If you receive a faulty product or something materially different from its description, contact us immediately at hello@iztrust.com. We will:
- Ask for evidence (photo or video) of the issue.
- Offer a repair, replacement, or full refund as appropriate.
- Cover reasonable return postage if the fault is our responsibility.
6. Exchanges
We can exchange an item for the same item in a different size or variant where stock permits. Contact us first to confirm availability and postage instructions.
7. Chargebacks
If you initiate a chargeback through your card issuer before contacting us, we may be unable to reinstate service or provide replacement files until the dispute is resolved. Please contact us first so we can solve the problem quickly.
8. How Refunds Are Issued
Refunds are issued to the original method of payment. Once we authorise a refund, banking times vary but customers should typically see funds within 5–10 business days.
9. Contact Us
If you have any questions, want to start a return, or need help with a digital product or service, please contact our support team:
- Email: hello@iztrust.com
- Phone: +44 9018 09126
- Company: IZTRUST DESIGN STUDIO LTD
10. Changes to This Policy
We may update this policy from time to time. Any changes will be published on this page with a new effective date. Please check back occasionally.
By purchasing from IZTRUST DESIGN STUDIO LTD, you agree to this Returns & Refunds Policy. Thank you for your business.