Refund Policy

This policy applies to all design engagements commissioned from Insignia Pack and forms part of our Terms of Service. It does not limit any statutory rights you may hold under consumer law in [Jurisdiction].

You may cancel an engagement in writing within 5 business days of signing the proposal and receive a full refund of any deposit paid, provided that work has not yet commenced. Once discovery, structural prototyping or design work has begun, clause 3 applies.

Refunds after commencement are calculated on completed milestones:

Before the first presentation — 50% of the deposit is refunded; 50% is retained to cover scoping, structural work and reserved studio time.

After the first presentation — the deposit is non-refundable, as concept and direction work has been delivered.

After final artwork delivery — no refund is available. Full payment remains due.

Third-party costs committed on your behalf are never refundable once incurred. These include font and stock imagery licences, photography and retouching fees, prototype and mock-up production, proofing, plate-making and courier charges.

If a demonstrable error in files we supplied — a wrong dieline dimension, an incorrect colour build against an approved specification, or a missing element present in the approved proof — causes a defective print run, we will correct and reissue the artwork at no cost and, at our discretion, credit the affected portion of our fee. Our liability for such errors is limited as set out in clause 10 of the Terms of Service. Errors present in artwork you approved in writing are not covered.

Refunds are not available for: a change of internal strategy, brand direction or budget after commencement; delays caused by outstanding client feedback or materials; dissatisfaction with a creative direction that was approved in writing; print quality issues attributable to your chosen production partner; or projects placed on hold by you for more than 90 days.

Email support@zen-tura.shop with your project reference, invoice number and the reason for the request. We acknowledge requests within 3 business days and issue a written decision within 10 business days. Approved refunds are returned to the original payment method within 14 business days.

If you disagree with a refund decision, you may escalate it in writing for review by the studio principal. Unresolved disputes are handled under the governing law and jurisdiction clause of our Terms of Service, which specifies [Jurisdiction].

We may revise this policy. The version applicable to your engagement is the version published on the date your proposal was signed.