Refund Policy

Last Updated: April 15, 2024

Introduction

At Open Conduit, customer satisfaction is our priority. This Refund Policy outlines the terms and conditions for refunds and returns for products and services purchased through our website at openconduit.sbs.

By making a purchase from our website, you agree to the terms of this Refund Policy. Please read this policy carefully before completing your purchase.

1. Refund Eligibility

1.1 Physical Products

For physical products (such as art prints, books, and merchandise), we offer refunds under the following conditions:

  • The item is returned within 30 days of delivery
  • The item is in its original condition and packaging
  • You provide proof of purchase (order number or receipt)
  • The item is not on our non-refundable items list (see section 5)

1.2 Digital Products

For digital products (such as e-books, digital art files, and downloadable resources), refunds are available under these conditions:

  • You request a refund within 14 days of purchase
  • You have not downloaded or accessed the digital content
  • Technical issues prevented you from accessing the content (with verification)

Once digital content has been downloaded or accessed, we cannot offer a refund due to the nature of digital products.

1.3 Courses and Workshops

For online courses and workshops:

  • Pre-recorded courses: Refundable within 14 days of purchase if less than 25% of the course content has been accessed
  • Live workshops: Refundable up to 7 days before the scheduled event
  • Membership subscriptions: Can be canceled at any time, but refunds are only issued for the current billing period if requested within 7 days of billing

1.4 Services

For personalized services (such as art consultations or portfolio reviews):

  • Full refund if canceled at least 48 hours before the scheduled service
  • 50% refund if canceled between 24-48 hours before the scheduled service
  • No refund for cancellations less than 24 hours before the scheduled service
  • Services that have already been delivered are not eligible for refunds

2. Refund Process

2.1 How to Request a Refund

To request a refund, please follow these steps:

  1. Contact our customer service team at [email protected] or through our Contact Page
  2. Include your order number, the item(s) you wish to return, and the reason for your return
  3. For physical products, wait for our confirmation and return instructions
  4. Ship the item back to the address provided in the return instructions
  5. Once we receive and inspect the returned item, we will process your refund

For digital products, courses, or services, simply email your refund request with your order details and reason for the refund.

2.2 Return Shipping

For physical products:

  • Return shipping costs are the responsibility of the customer unless the return is due to our error (damaged, defective, or incorrect item)
  • We recommend using a trackable shipping service and purchasing shipping insurance for valuable items
  • You are responsible for the item until it reaches our facility

2.3 Inspection Process

All returned items undergo inspection to ensure they meet our return criteria. Items that show signs of wear, damage, or use beyond inspection may not qualify for a refund.

3. Refund Timeframes

3.1 Processing Time

Once we receive your return or refund request:

  • Digital product refunds are typically processed within 3-5 business days
  • Physical product refunds are typically processed within 5-10 business days after we receive and inspect the returned item
  • Course and service refunds are typically processed within 5-7 business days

3.2 Refund Method

Refunds will be issued using the original payment method:

  • Credit/debit card payments will be refunded to the same card
  • PayPal payments will be refunded to your PayPal account
  • Bank transfers will be refunded to the originating account

Please note that depending on your payment provider, it may take an additional 2-10 business days for the refund to appear in your account after we've processed it.

4. Exchanges

We are happy to exchange products in the following situations:

  • The item received was damaged or defective
  • You received an incorrect item
  • You wish to exchange for a different size, color, or variation of the same product (subject to availability)

To request an exchange, please follow the same process as requesting a refund, but specify that you would like an exchange and provide details of the replacement item you would like.

5. Non-Refundable Items and Exceptions

5.1 Non-Refundable Items

The following items and situations are not eligible for refunds:

  • Custom or personalized art commissions
  • Gift cards or promotional credits
  • Downloadable digital content that has been accessed or downloaded
  • Physical items with broken seals or removed packaging where applicable
  • Bundled products where individual components have been used or downloaded
  • Services that have already been delivered
  • Items damaged due to customer misuse or improper handling

5.2 Special Circumstances

We may make exceptions to our standard refund policy in the following cases:

  • Extended illness or emergency (with documentation)
  • Technical issues on our end that prevented access to digital content
  • Shipping carrier errors or extended delays

Each case will be evaluated individually. Please contact our customer service team to discuss your specific situation.

6. Damaged or Defective Items

6.1 Reporting Damaged Items

If you receive a damaged or defective item:

  • Contact us within 48 hours of receiving the item
  • Include photographs of the damaged item and packaging
  • Provide your order number and a description of the issue

6.2 Resolution Options

For damaged or defective items, we offer the following solutions:

  • Replacement of the same item (if in stock)
  • Full refund including original shipping costs
  • Store credit with an additional 10% bonus value

We will provide a prepaid return shipping label for damaged or defective items.

7. Promotional Items and Discounts

7.1 Free or Promotional Items

If your order included free or promotional items:

  • These items must also be returned if you request a refund for the qualifying purchase
  • If the free or promotional items are not returned or have been used, their value may be deducted from your refund

7.2 Discounted Items

Items purchased at a discount or during a sale are subject to the same refund policy as regularly priced items, unless specifically noted as "Final Sale" or "Non-Refundable" at the time of purchase.

8. Contact Information

If you have any questions or concerns about our Refund Policy, please contact us at:

Open Conduit
3 Anderson Bridge
Port Jasmine
SP3 6WD
United Kingdom

Email: [email protected]

Phone: +44 6130 725920

We aim to respond to all inquiries within 2 business days.

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

The date at the top of this page indicates when this policy was last updated. We encourage you to review this policy periodically to stay informed about our refund procedures.

10. Consumer Rights

This Refund Policy does not affect your statutory rights as a consumer. If you are located in the European Union, you have the right to cancel your order within 14 days of receiving the goods without giving a reason, in accordance with the EU Consumer Rights Directive.

For customers in other jurisdictions, your local consumer protection laws may provide additional rights beyond what is outlined in this policy.