Refund policy

Refund Policy

Last updated: June 1, 2026

At BrandFramer, we want every client to start their project with total peace of mind. This policy sets out when and how refunds are issued, so you always know where you stand — while keeping the creative work we deliver protected and fair for everyone.

1. When a Concept Is “Approved”

A concept counts as approved once you confirm the creative direction is heading the right way. You can do this in one of two ways:

  • Replying by email to confirm the direction, or
  • Submitting a revision form rating the work 6/10 or higher.

Initial concepts are shared with you shortly after you complete your project brief. Approving a direction doesn’t lock you in — you can keep requesting revisions through the normal project flow until the work is finalized.

2. Full Refunds

You can ask for a 100% refund in these cases:

  • Before you approve a concept: request a refund at any time, no explanation needed.
  • After you approve a concept: request a full refund within 7 calendar days of approval, as long as final files haven’t been delivered, downloaded, or put to use.

We do ask that you let us run at least one revision based on your feedback before requesting a refund — most concerns are solved at that stage. Refunds are always capped at the amount actually paid; we aren’t liable for indirect or knock-on costs.

3. Partial Refunds

If you’re still unhappy 8 to 14 days after approving a concept, a partial refund may apply, scaled to how far the work has progressed:

  • 1–2 revision rounds completed → up to 60%
  • 3–4 revision rounds completed → up to 40%

Requests made after 14 days but before final delivery are reviewed individually, with limited eligibility.

4. When Refunds Don’t Apply

Refunds can’t be issued once any of the following is true:

  • 14 days or more have passed since concept approval;
  • Final deliverables have been delivered, approved, accessed, or downloaded;
  • Five or more revision rounds have been completed;
  • The project has stalled for 7+ days waiting on your input.

Exception: if the problem is genuinely on our side — proven plagiarism, corrupted files, missing assets, or a serious technical error — we take responsibility, full stop.

5. Inactivity & Project Completion

Projects need your input to move forward. If we don’t hear back from you — no feedback, no requested information, no approval — for 20 consecutive calendar days, the project may be closed as complete. From that point:

  • the work is delivered as-is,
  • no further revisions are included, and
  • the project is no longer eligible for a refund.

This keeps timelines fair for every client we work with.

6. Changes After Final Delivery

Once final files are handed over, any new requests or edits fall outside the original scope and are quoted separately. If you’d prefer your project not appear in our portfolio or marketing, just let us know — we’ll respect that.

7. We’d Rather Fix It Than Refund It

Our goal is work you’re genuinely happy with. Before processing a refund, we’ll usually offer to:

  • reassign your project to a different designer,
  • provide extra concepts or alternative directions, or
  • put you in direct contact with a project lead.

More often than not, this gets you exactly what you were after.

8. How Refunds Are Handled

  • Refunds go back to your original payment method.
  • Processing time depends on your bank or payment provider; we aren’t responsible for their fees or currency-conversion charges.
  • Every refund is recorded in your project file for full transparency.

To request a refund, email us from the address you used to order, and include:

  • your company name, and
  • a short note on what went wrong.

We’ll get back to you quickly and work with you toward the right outcome.

Our Commitment

You’ll never be stuck with branding you don’t believe in. Whether the answer is a refund, fresh concepts, or a new designer on your project, we’ll make sure your brand ends up in the right place.

Customer service: [email protected]

Create your account