Refund & Cancellation

1. Cancellation Window

A 100% refund is available within 14 days of purchase, provided that production has not commenced and the required project input stage has not been submitted.

This 14-day rule is the single standard across our legal pages, fulfilment pages and relevant product pages.

2. Digital Architecture Products

Digital products include the studio’s core architecture assets, enhancement modules, digital strategy products, cinematic renders, schematics, and related downloadable design outputs.

2.1 Before Production Begins

A full refund may be granted within the 14-day window if:

• No design work has started
• No calibration or drafting stage has begun
• The required project information has not been submitted

2.2 After Production Begins

Once production, calibration, drafting, modelling, scheduling, or digital output creation has commenced, the order becomes non-refundable.

2.3 After Delivery

Once digital files, visualisations, dossiers, schedules, schematics, walkthroughs, or related downloadable design materials have been delivered, they are non-returnable and non-refundable because they are bespoke digital goods.

3. Printed Folio Products

Printed products include selected physical A3 editions such as the Printed Foundation Review Dossier, Printed Signature Contractor Dossier and Printed Nocturnal Blueprint Folio.

3.1 Before Production Begins

A full refund may be granted within the 14-day window if:

• Print production has not commenced
• The item has not been sent to print
• The order has not entered fulfilment preparation

3.2 After Production Begins

Once a printed item has entered print production, finishing, packaging, or dispatch preparation, it becomes non-refundable except where faulty.

3.3 After Dispatch

Printed products cannot be returned once dispatched unless:

• They arrive damaged
• They are faulty
• They are materially not as described

4. Damaged or Faulty Printed Items

If a printed product arrives damaged or faulty, you must contact us within a reasonable period and provide:

• Your order details
• A description of the issue
• Supporting photographs where requested

Where a fault is confirmed, we may offer:

• A replacement
• A reprint
• A refund, depending on the nature of the issue

5. Bespoke Nature of Studio Work

Many Moonlight products are made to order, calibrated to client information, and developed for a specific site or property. For that reason, refunds are assessed in relation to whether production has begun and whether the work has already been issued or physically fulfilled.

6. How to Request a Cancellation or Refund

To request a cancellation or refund, contact:

• The Moonlight Garden Design Co.
  Flat 4, Ebenezer House, Kennington Lane, London, SE11 4HL
• Email: info@moonlight-studio.uk
• Telephone: 07401 779 208

Please include:

• Your full name
• Order email
• Product purchased
• Date of order
• Reason for cancellation or refund request

7. Policy Consistency

This policy works alongside our:

• Terms & Conditions
• Shipping & Delivery Policy
• Licence Protocol

Where a product page gives additional fulfilment detail, that product-specific detail applies alongside this policy.