Returns and refunds policy

Last updated: 9 September 2026

This policy explains when you can cancel an order, return something, or get your money back.

It sits alongside our terms and conditions. If you are buying for your business rather than as a private individual, see the section on business customers at the end, because some of these rights do not apply to you.

Physical goods

Changing your mind

If you are a consumer, the law gives you 14 days to cancel a distance purchase without giving a reason. We give you 30 days, counted from the day you receive the goods.

To cancel, email nicola@travelmarketingstudio.com with a clear statement that you want to cancel. Tell us your order number and what you are returning. You can do this before your goods arrive or within 30 days of receiving them.

Sending goods back

Once you have told us you are cancelling, send the goods back within 14 days to:

Travel Marketing Studio 45 The Meadows Colne BB8 7ET

You pay the cost of returning them, and they are your responsibility until they reach us. Use an insured, trackable service. We cannot refund goods we do not receive and have no proof of delivery for.

Please return goods in the condition you received them, with the original packaging if you still have it. You are allowed to handle and examine goods as you would in a shop. If you have handled them beyond that and the value has dropped as a result, we may reduce your refund to reflect it.

Getting your money back

We will refund you within 14 days of receiving the goods back, or within 14 days of you giving us proof you have sent them, whichever comes first.

We refund to the payment method you originally used. There is no charge for the refund itself.

Where you paid for delivery, we refund the standard delivery cost as well. If you chose a faster or more expensive delivery option, we refund the standard rate rather than the premium.

Bespoke and personalised orders

Anything made to your specification is bespoke. That includes branded ticket wallets and anything carrying your logo, artwork, wording or colours.

We send you a proof before we produce a bespoke order. Once you approve that proof, the order cannot be cancelled or refunded. Production starts at that point and the goods have no value to anyone else. The legal right to change your mind does not apply to personalised or made-to-order goods.

Please check your proof carefully, including spelling, phone numbers, email addresses, logos, colours and layout. If a mistake was on the proof and you approved it, we cannot refund or replace the order, though we will always quote you for a reprint.

This does not affect your rights if the goods arrive faulty, damaged, or different from the proof you approved. See below.

What we cannot take back

Bespoke or personalised goods where you have approved the proof

Sealed goods that are not suitable for return once they have been unsealed

Goods that have been mixed inseparably with other items after delivery

Faulty, damaged or misdescribed goods

This is separate from changing your mind, and it is not limited to 30 days.

If your goods are faulty, damaged in transit, not as described, or do not match the proof you approved, tell us as soon as you can and send a photo if you can.

Under the Consumer Rights Act 2015 you can ask for a repair, replacement or refund depending on the circumstances and how long you have had the goods. We will not ask you to pay return postage on faulty goods, and we will not deduct anything from your refund.

Services

This covers low-cost websites, digital marketing audits, and paid training or consultancy.

If you are a consumer buying a service at a distance, you have 14 days to change your mind.

If we have not started work, you get a full refund.

If you asked us to start within those 14 days and we have started but not finished, you pay for the work done up to the point you cancel.

If you asked us to start and we finish the work inside the 14 days, the right to cancel no longer applies.

After the 14 days, cancellation and any refund is as agreed with us in writing when we took the booking.

We do not refund on the basis of results. Marketing, SEO and advertising outcomes depend on many things outside our control, and we do not guarantee particular rankings, leads or sales. If the work itself was not carried out with reasonable care and skill, that is a different matter and we will put it right.

Free webinars and the CRM trial

Our webinars are free to attend and our CRM is currently a free trial, so there is nothing to refund. If we cancel a session, we will offer you an alternative date or the recording where we have one.

Business customers

If you are buying for your business, including as a travel agent or tour operator, the consumer cancellation rights above do not apply to you. That is the law, not our choice.

You still have rights if goods are faulty or not as described, and we will always deal with a genuine problem properly. Cancellation of a service booking is as agreed with us in writing.

If you are not sure which category you fall into, ask us before you order.

Questions

Email nicola@travelmarketingstudio.com or call 07862 394 378.

If you are not happy with how we have handled a return, tell us and we will look at it again.