Refund and Cancellation Policy

1. About this policy and how to contact us

StratMeta Shop is operated by STRATMETA LTD, trading as StratMeta, a company registered in England and Wales under company number 16354896.

To cancel an order, request a return or report a problem, email contact@stratmeta.co.uk or use our contact form. Please include your order number and enough information for us to identify the relevant order. Any clear statement that you wish to cancel is sufficient.

Please contact us before returning an item. We will provide the appropriate return instructions and return address. Do not send returns to our registered office unless we specifically instruct you to do so.

2. Your right to cancel an online product order

If you are a consumer purchasing online, you normally have the right to cancel an order for standard goods without giving a reason. The cancellation period begins when the contract is formed and ends 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods.

If goods from the same order are delivered separately, the period normally ends 14 days after the day on which the final item is received.

You must tell us that you wish to cancel before the cancellation period ends. You then have a further 14 days to return the goods. You may use the model cancellation wording in section 11, but you do not have to use it.

3. Cancelling before dispatch

You may cancel a standard in-stock, preorder or batch-order product before it is dispatched for a full refund. The statutory change-of-mind right may not apply where an item is genuinely made to your individual specifications or clearly personalised.

An order is treated as dispatched when it has been handed to the delivery carrier. If it has already been dispatched, the standard cancellation and returns process applies.

Nothing in this section restricts your statutory rights, including your rights where goods are faulty, damaged, incorrectly supplied or not as described.

4. Returning goods after a change of mind

You may inspect goods in the same way that you reasonably could in a shop. For clothing, this normally means trying the item on carefully but not wearing, washing or using it beyond what is necessary to check its nature, characteristics and fit.

Where reasonably possible, please return goods clean, unworn, unwashed and with their labels and original packaging. Missing packaging or labels does not automatically remove your statutory right to cancel, but we may make a deduction where handling beyond what is reasonably necessary has reduced the value of the goods.

Unless the goods are faulty, damaged, incorrect or we agree otherwise, you are responsible for the direct cost of returning them. The goods remain your responsibility until they are safely received, so we recommend retaining proof of postage.

5. Exceptions to change-of-mind cancellation rights

The statutory right to cancel for a change of mind may not apply to:

• Goods made to your individual specifications or clearly personalised for you
• Sealed goods that are not suitable for return for health or hygiene reasons once unsealed
• Sealed audio, video or software products once they have been unsealed
• Digital content supplied immediately after the required express consent and acknowledgement described in section 9

A product does not lose its cancellation rights merely because it was discounted, placed on sale or ordered through a standard production batch. These exceptions also do not remove your rights where an item is faulty, damaged, incorrectly supplied or not as described.

6. Preorders and batch-produced items

Preorder and batch-produced items are products that are not held in stock for immediate dispatch. Payment is taken when the preorder is placed, and the item is included in an upcoming supplier batch.

A standard product does not become personalised simply because it is ordered through a preorder or production batch. Standard preorder items therefore retain the cancellation and return rights described in this policy.

You may cancel a standard preorder at any time before dispatch for a full refund, including after the relevant supplier batch has been placed. Different rules may apply where the product is genuinely made to your individual specifications or clearly personalised.

Any estimated production, dispatch or delivery date is a guide based on the information available at the time. If a material delay occurs, we will provide an updated estimate and explain the options available to you.

7. Faulty, damaged, incorrect or misdescribed goods

Goods must be of satisfactory quality, fit for their normal or agreed purpose and match their description. If an item is faulty, damaged, incorrectly supplied or not as described, contact us and provide your order number and a description of the problem. We may request photographs where reasonably helpful.

Consumers normally have a short-term right to reject faulty goods within 30 days. Depending on the circumstances and when the issue is reported, you may instead be entitled to a repair or replacement. If repair or replacement is unavailable, unsuccessful or not provided within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or the final right to reject the goods.

We will bear reasonable return costs where goods are returned because they are faulty, damaged, incorrectly supplied or not as described. You do not need the original packaging to exercise these statutory rights.

8. Refund amounts, timing and payment method

For a valid change-of-mind cancellation, we will refund the price paid for the returned goods. Where the entire order is cancelled, we will also refund the cost of our least expensive standard delivery option. If you selected a more expensive or express delivery method, the additional delivery cost is not refundable unless the order was faulty, incorrect or a refund is otherwise required by law.

We will issue the refund without undue delay and no later than 14 days after we receive the returned goods or, if earlier, 14 days after you provide evidence that they have been sent back. We may withhold the refund until we receive the goods or evidence of return.

If you cancel before dispatch and no goods need to be returned, we will issue the refund without undue delay and within 14 days of receiving your cancellation notice.

Refunds will normally be made to the payment method originally used, unless you expressly agree otherwise. We will not charge a fee for issuing a refund.

9. Digital products and downloads

Consumers normally have 14 days from the date a digital-content contract is formed to cancel it. If you request immediate access during that period, we will ask for your express consent to begin supply and your acknowledgement that the cancellation right will be lost once supply begins.

If we do not obtain the required consent and acknowledgement, we will not provide immediate access during the cancellation period. Your statutory remedies remain available where digital content is faulty, does not match its description or does not meet other applicable legal requirements.

10. Professional services

Professional services cannot be purchased directly through StratMeta Shop. An enquiry or initial discussion does not create a service contract. Project scope, fees, payment stages, cancellation terms and other relevant conditions are agreed separately in writing.

Most professional services are supplied to business customers and are governed by the applicable quotation, proposal, statement of work or service agreement. Business customers do not normally have the statutory 14-day consumer cooling-off right.

If an individual engages StratMeta mainly for personal purposes through a distance contract, they will normally have 14 days from the date the service contract is formed to cancel it. We will not begin work during that period unless the consumer expressly asks us to start early.

If a consumer requests an early start and then cancels before the service is complete, they may be required to pay a proportionate amount for work supplied up to cancellation. The cancellation right ends after full performance during the cancellation period only where the consumer expressly requested the early start and acknowledged that the right would end once the service was fully performed.

11. Model cancellation wording

You may copy and send the wording below if you wish, although any clear statement of cancellation is sufficient: