Refund & Cancellation Policy

Last updated: 19 July 2026

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1. Scope of This Policy

At Delookup Creative Studio, we are committed to delivering creative services with reasonable care, skill, and attention to the agreed project requirements.

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This Refund and Cancellation Policy applies to services purchased directly from Delookup by clients worldwide. Applicable consumer protection laws may vary depending on the client’s location.

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Nothing in this Policy limits any mandatory rights or remedies available under applicable law. It should be read together with the applicable quotation, proposal, invoice, project brief, statement of work, or other written agreement provided for the project.

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Where a specific written agreement contains additional or different terms, that agreement will apply to the extent permitted by applicable law.

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Purchases made through third-party marketplaces, including Etsy, may also be subject to the marketplace’s own policies and the terms stated in the relevant product listing.

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2. Service Concerns and Opportunity to Resolve

If you believe that a delivered service materially differs from the agreed written scope, specifications, or deliverables, please contact us within seven calendar days of delivery and explain the issue clearly.

Where the concern can reasonably be resolved, Delookup will first be given an opportunity to:

• correct the affected work;

• provide an agreed revision;

• replace an incorrect file;

• complete a missing deliverable; or

• provide another reasonable solution.

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We will review each request fairly based on the approved brief, written scope, project communications, delivered work, and applicable legal requirements.

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The seven-day notification period does not limit any rights that cannot legally be limited under applicable law.

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3. When a Refund May Be Available

A full or partial refund may be considered where:

• Delookup is unable to provide an agreed service for reasons within our reasonable control;

• the delivered work materially differs from the agreed written scope and the issue cannot reasonably be corrected;

• Delookup does not correct a valid and remediable service issue within a reasonable period after receiving sufficient information from the client; or

• a duplicate or incorrect payment has been made.

The amount of any approved refund will depend on:

• the portion of work already completed;

• deliverables already supplied or approved;

• time and resources already committed;

• non-recoverable third-party expenses; and

• the part of the service affected by the issue.

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A partial refund may be offered where only part of the agreed service remains undelivered or is materially affected.

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4. Client Cancellations

Clients may request cancellation by contacting Delookup in writing.

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Cancellation Before Work Begins

If cancellation is requested before work has commenced, Delookup may refund the amount paid after deducting the value of any work already completed and any reasonable, disclosed, non-recoverable expenses already incurred for the project.

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Any booking, reservation, or commencement fee specifically identified in the quotation or agreement will be handled according to those written terms, subject to applicable law.

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Cancellation After Work Has Begun

If cancellation is requested after work has commenced, the client remains responsible for:

• the value of work completed up to the cancellation date;

• approved or completed project milestones;

• time already spent on research, planning, design, consultation, or production; and

• authorized third-party expenses or financial commitments.

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Any remaining balance may be refunded after these amounts have been calculated.

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Completed and approved milestones are generally not refundable unless otherwise required by applicable law.

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5. Project Delays

Delivery schedules depend on the client providing required information, materials, feedback, approvals, and payments on time.

Delays caused by any of the following do not automatically qualify for a refund:

• late or incomplete information from the client;

• delayed feedback or approval;

• changes to the project scope;

• additional revision requests;

• delayed payment;

• third-party platform, supplier, or service interruption; or

• events outside the reasonable control of Delookup.

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Where such a delay occurs, the delivery schedule may be reasonably extended.

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If Delookup is unable to complete a material part of the service for reasons within our reasonable control, we will discuss an appropriate revised schedule, alternative solution, or refund for the unperformed portion of the service.

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6. Non-Refundable Circumstances

Refunds will normally not be provided where:

• the service has been delivered in accordance with the agreed written scope;

• the request is based only on a change of mind or subjective creative preference;

• the client changes the brief, direction, audience, style, or requirements after work has begun;

• the client provides incorrect, incomplete, misleading, or unauthorised information or materials;

• the client fails to use the included revision process;

• any additional requests fall outside the agreed project scope

• the work or project milestone has already been reviewed and approved by the client;

• delivered files have been altered, misused, damaged, or incorrectly handled after delivery;

• the concern results from a third-party platform, supplier, printer, software, advertising platform, or service outside Delookup’s control; or

• the project does not achieve a specific commercial result that was not expressly guaranteed in writing.

Creative and marketing outcomes—including sales, reach, engagement, click-through rate, conversion rate, follower growth, or advertising performance—cannot be guaranteed unless a specific measurable commitment is expressly included in a written agreement.

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7. Third-Party Costs

The following costs may be non-refundable once purchased, authorised, committed, or used:

• advertising spend;

• printing and production costs;

• stock images, fonts, music, video, or other licensed assets;

• software or platform fees;

• domain, hosting, or marketplace charges;

• payment processing charges where legally permitted and previously disclosed;

• courier or delivery charges; and

• approved external contractor or supplier costs.

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Where possible, these costs will be disclosed in the quotation, proposal, invoice, or project communication.

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8. Digital Products

Digital products purchased through Etsy or another third-party marketplace are subject to:

• the applicable marketplace policies;

• the terms and description of the individual listing; and

• any rights available under applicable law.

For any digital product sold directly by Delookup, refunds will normally not be provided after the files have been accessed or downloaded, except where:

• the files are materially defective or corrupted;

• the incorrect product has been supplied;

• the product materially differs from its description; or

• a refund or other remedy is required by applicable law.

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Where possible, Delookup may first provide corrected or replacement files.

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9. How to Request a Refund

To request a review, please email:

hello@delookup.net

All refund and cancellation requests must be submitted in writing by email so that the request and any supporting information can be properly reviewed and documented.

 

Please include:

• your full name;

• invoice, order, or project reference;

• the service or product involved;

• a clear description of the issue;

• relevant screenshots, files, or supporting information; and

• the resolution you are requesting.

We aim to acknowledge requests within three business days. Additional information may be requested before a decision is made.

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10. Approved Refunds

If a refund is approved:

• it will normally be initiated within 14 business days;

• it will be issued to the original payment method where reasonably possible; and

• it may require additional processing time by the bank, payment provider, or marketplace.

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The processing time of a financial institution or third-party platform is outside Delookup’s control.

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11. Statutory Rights

Nothing in this Policy excludes, restricts, or modifies any consumer right, guarantee, remedy, or other protection that cannot lawfully be excluded or limited under applicable law.

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12. Contact Information

For questions about this Policy, please contact:

Delookup Creative Studio
Cyberjaya, Selangor, Malaysia
Email: hello@delookup.net
Telephone / WhatsApp: +60 17-293 6125

Business enquiries: During published business hours
Refund and cancellation requests must be submitted in writing by email.

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